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Disputed transactions and Chargebacks

I ordered a free sample or entered a free trial but now I’m being charged

Sometimes, ordering a free sample or free trial enrols you into a recurring payment or subscription. This should be clearly stated in the retailer’s terms and conditions.

If you’ve been charged, and the terms and conditions weren’t made clear to you when you asked for the free sample or trial, please contact us for assistance. We may be able to reimburse you.

You can phone us on 0345 300 4278 (Credit Cards) 0345 835 3353 (Current Accounts). So we can help you as quickly as possible, please make sure you have the following information available:

  • Your credit card number or your sort code and account number
  • The date and merchant name on the transaction you want to dispute (you can find this on Online Banking, the Mobile App or your paper statement)

Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.