Let us know about your dispute
Don’t recognise or notice a suspicious payment?
We’re here to help. There can be a number of explanations for a transaction that you might not immediately recognise and we’ve added the most common ones here, please check these before reporting it as fraud.
Want to dispute a transaction?
If something's not quite right with a purchase you recently made with your debit card, we may be able to help you get your money back.
We've created a simple online form to make raising a dispute as smooth as possible.
Before you begin
Have you checked with the retailer first?
Is the transaction pending?
Did you use your debit card?
Getting started with your claim
Before you start, please make sure you have first spoken to the merchant about your transaction problem. In order to help you avoid submitting a fraudulent claim, please do not use this form if:
- You have changed your mind after you’ve used your card
- You forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime)
If you have contacted the retailer and they were unable to assist, we can raise a dispute for you.
Here's what we'll need:
- The retailer name
- The transaction amount and the date
- Please remember to ensure the transaction is not pending and has debited your account
- Your account details
It is important that you provide accurate information to us about your disputed transaction. If false or inaccurate information is provided and/or fraud is identified or suspected, details will be passed to fraud prevention agencies. Law enforcement agencies and other organisations may access and use this information. We may access and use information from fraud prevention agencies to prevent fraud and verify the accuracy of your claim. If we, or a fraud prevention agency, determine that you pose a fraud risk, we and others may refuse to provide the services and financing you have requested, to employ you, or we may stop providing existing services to you.
Please ensure you have read the fraud warning before getting started.
For some disputes, we might also need:
Evidence of your attempts to cancel the transaction or return the goods. This could be contact with the retailer, or a courier tracking number
- A receipt or invoice
- The retailer's terms and conditions
- Evidence of the retailer rejecting your dispute with them
Are you reporting an unexpected charge on your debit card after entering a competition or trial, such as a £1.00 entry fee for a prize draw?
If you've tried to get in touch with the retailer but haven't been able to contact them, or they've been unable to resolve the issue, you can use this form to raise a dispute.
Usually the small initial payment made to enter these competitions or trials are linked to subscriptions. This means if you don't cancel within the retailer’s terms & conditions, they will set up a recurring payment.
For us to investigate this for you please select ‘There’s a problem with a free trial, subscription or recurring payment’ then on the 2nd option please select ‘You’ve cancelled it, but the retailer still took a payment’. Please complete the form with the payment details exactly as shown on your statement and using the date you entered into the trial as your cancellation date.