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Disputed transactions and Chargebacks

I’ve not received a refund from a company I purchased goods and services from

If you’ve not received a refund that you are due from a retailer then we may be able to reimburse you. We must allow up to 15 calendar days for the retailer to issue a refund.

To request a refund, please download and complete the refunds not received form and email it to us at

We recommend using a laptop or PC to do this. If you are using your mobile, you will need to save the form to your files before completing the fields and emailing it.

When completing the form, 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)

If you’ve returned goods for a refund, we will ask you to provide:

  • Proof of the return, such as tracking details
  • Evidence that you returned the goods in line with the retailer’s returns policy or instructions.

If you’ve cancelled a purchase and not received a refund, we’ll ask you to provide proof of the cancellation.

We'll process your request and contact you when complete, or if we need further information. Due to extraordinary demand in our contact centres, it may take longer than usual to process your request.


Is this a secure site to leave details of card number etc to inform you of my dispute please?

Hi @Tony7, we can't raise disputes here for you. If you would like to raise this, please call us on 0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts), both available 24/7, and we'll be able to look into this for you!

Hi, do you have any forms in Word format that I can download and return via email?  I cant edit the PDF form on the link on this page.



Hi @Fee70, I'm sorry to hear this. Can you please confirm what type of device you're using for this form? - Thomas

Hi, I've tried from my android tablet and windows laptop.

Are you able to save the PDF to make changes to this? - Thomas

No, I've tried but it wont let me.  You cant usually make changes to a PDF though can you?

I’m so sorry to hear this still isn’t working for you, @Fee760. You’d usually be able to edit a pdf once you save it to your device. If this isn’t working, can you please try downloading Adobe Acrobat Pro onto your device and attempt opening it that way? Please click the lock icon at the left side of the window and click 'permission details'. You can also click File>Properties and click the 'security' tab. Click the 'security methods' box, select 'no security' and click 'ok' to remove the password. Please let me know how you get on with this 🙂 - Cheryl


Hi. I emailed the Information Removed on the 27th March and then found the 'refunds not received' form later which I completed and emailed on the 6th April. I haven't heard anything with regard to either contact. How do I know if anything is being processed as I haven't even received an acknowledgment. How long should I expect to wait?  

The Tesco disputes email address was removed from my earlier message. Not sure why.