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Disputed transactions and Chargebacks

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Please contact us for assistance. We may be able to dispute the payment on your behalf.  If you were charged on a credit card, you’ll need to contact the retailer first and try to resolve the dispute yourself before we’re able to assist you. To make sure we can help you as quickly as possible, make sure that 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 contacted the retailer, their response regarding the charge You can call us on 0345 300 4278 (Credit Cards) or 0345 835 3353 (Currrent Accounts).  Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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Sometimes, ordering a free sample or free trial enrols you into a recurring payment or subscription. This should be clearly stated in the retailer’s terms and conditions. If you’ve been charged, and the terms and conditions weren’t made clear to you when you asked for the free sample or trial, please contact us for assistance. We may be able to reimburse you. You can phone us on 0345 300 4278 (Credit Cards) 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) Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you’ve not received some or all of your cash from an ATM please allow up to five days for the ATM to refund you directly. If you’ve not received your money back within five days, please contact us for assistance. We may be able to reimburse you. You can phone us on 0345 835 3353. To make sure we can help you as quickly as possible, make sure that you have the following information available:   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) Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If you’ve ordered something and it appears to be fake, please contact us for assistance. We may be able to help resolve the issue. 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) A description of the goods you’ve ordered We may ask you to contact the genuine brand to get confirmation that the retailer you purchased from isn’t an authorised seller of their goods. If you’ve received a letter from Border Force stating your goods have been seized, we’ll ask you to send us a copy. You can phone us on  0345 300 4278 (Credit Cards) or 0345 835 3353 (Current Accounts) .  Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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If the retailer you bought your flight or holiday from is ATOL protected, we will first of all ask you to contact them to make a claim. If they are not protected by a bonding authority, or you have been referred to your card issuer to make a claim, please contact us for assistance. We may be able to reimburse you. 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) Your destination and flight or accommodation dates  Calls may be recorded. *This number may be included as part of any inclusive call minutes provided by your phone operator.
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