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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.


Hi @rosie44, Please click on this link @Tesco-Bank  and it will take you to a new page>In the top right of the page click onto 'Send a Message'>'Create New Message'. This will allow you to message us privately. 

Hi, I have sent my forms to the email address provided in the article and did not receive any kind of acknowledgement. Could you advise me what to do please.

Hi @tTSunflowers, please send us a private message @Tesco-Bank, sorry about this. 

You have just advised someone to send a private message to @Tesco-Bank on a similar issue to the one i raised here on Thurs 30 July  - I did send a private message that day [after you told me how to do it], but am yet to receive a reply so its hard to see how sending a private message helps! I am no wiser as to whether my claim forms have been received and if not, what to do next

Hi @rosie44, we replied on Thursday. Can you not see this within your private messages? 

Thank you - i have seen it now and replied.  I had not had a notification that you had responded so I was unaware that you had.

When I try to fill out the form- it says I need a password to edit (I am downloading the form to my tablet and completing it that way). What is the password!? Can anyone help?

Hi @SJENK, what type of tablet are you using? 

@TrinhO I am using an iPad. 

So you have another device you can try at all? - Amanda