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Disputed transactions and Chargebacks

I’ve not received a refund from a company

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.


You can phone us on 0345 300 4278 (Credit Cards) or 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)

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.

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