Online banking

Online banking

Showing results for 
Search instead for 
Did you mean: 

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.


Trying so send a pm in response to a 'sorry to hear this, please send a pm with details' from you...every time I try I get
a message :'None of the users have PM enabled. Message will not be sent'. tried different browsers, multiple occasions. frustrated.

Sorry to hear that @weemac2010. Are you sending the private messages to @Tesco-Bank?

Hi. I had all these problems and tried all mentioned without success.  But then my windows box changed from grey and I could edit PDF 

I have had an acknowledgement but do not yet know if it worked. Not sure how I have to wait.

Hi @babsbowl1, I'm really sorry to hear about that! Our Disputes team are extremely busy due to the current situation surrounding COVID-19 so it's taking us longer to process claims than normal. However, please rest-assured that if you've received the automated email that we'll be back in touch as soon as we have a further update for you. 



I initiated a section 75 to recoup money from Laura Ashley and received an email from Tesco bank to tell me to hang on for 6 weeks before enquiring further if I haven't received the funds.  That was 7 weeks ago and as yet I've not heard anything and it's not obvious to me from Tesco Bank who I can contact to find out what is going on.  Please advise.

Hi @Carbuncle, sorry you haven't had an update. So we can look into this for you, can you please send a private message to Tesco-Bank? 

14 weeks now since I first made my claim and still nothing even though I have send everything that was requested and more. 

Very poor service, I understand that they are a lot busier than normal but why say they will sort it within six weeks when they clearly can’t achieve this? 

Hi @Jugador, I'm really sorry to hear this. Originally, the Disputes team set a 6 week timescale, however I'm afraid due to the volume of disputes received, the timescale has now been extended.


Can you please send us a private message with your full name, DOB and postcode so I can take a look into this for you?

I completed 2 forms [Service not provided x 2 transactions], and emailed them to you yesterday but have rec'd no acknowledment of the submissions - I have checked my Spam/Trash folders.

The emails were sent to Information Removed [ie no last dot] because when i tried to use  Information Removed. as stated on this page, I got this message from gmail - The address "Information Removed." in the "To" field was not recognized. Please make sure that all addresses are properly formed.   Please confirm the correct email to use

I have seen several replies to Qs which say 'send a private message' but i am not clear how to do this so if you tell me to do it, please explain howThanks

aagh - have now seen that my query makes no sense because the email details have been removed

I used disputes [ie no last dot] because 'disputes' generated this message from gmail - The address in the "To" field was not recognized. Please make sure that all addresses are properly formed.   Please confirm the correct email to use