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Disputed transactions and Chargebacks

I've purchased goods or services but not received them, can I claim my money back?

If your dispute has been impacted by Covid-19, then you can read more about how we can help.

If you weren’t given a specified delivery date, please allow enough time for it to be delivered before getting in touch. If you ordered something on a Mastercard card, please allow 30 days; if you have a VISA card, it’s 15 days.

If this date has passed, you can request a Chargeback, please download and complete the goods 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)
  • A description of the goods or services you purchased
  • The date that you were meant to receive the goods or service (if one was given to you)

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.



Thanks Ross, 

I had to save the file to Google Drive to enter and edit information, I thought I could edit it through pdf reader. Doh!



I'm just glad to hear that you got it sorted 🙂 

The downloaded form does not allow me to complete it?????

Can you check where my chargeback claim has got to?

Hi @Mbh01, so I can check this for you can you please csend a private message to Tesco-Bank?

@ChristopherP  message sent 

Hi @Mbh01, I have now replied to your private message.

@JoeC replied 

What is the status of my Chargeback Claim? 

Hi @Lambeth, thanks for getting back in touch.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. At the moment, this can take around 6 weeks from the date you submitted your claim. Apologies for any inconvenience caused.