How to dispute a transaction on your debit card

If you bought faulty goods, didn’t get the service you paid for, or the company went out of business before providing your goods you may be able to claim your money back from the retailer through a process called “chargeback”.  

While there is no guarantee your bank will be able to recover the money from the retailer’s bank through chargeback, they will assess your claim fairly.

What do I need to do?

Please try to contact the retailer in the first instance. They might offer you a refund or alternative solution that you’re happy with which could resolve your issue more quickly. Please give them enough time to respond to your claim because they’re likely to be very busy at the minute. Some travel providers may be dealing with claims in order of the date of travel so you might need to wait a bit longer if your travel date is in the future.

If you’re claiming because of travel disruption and have travel insurance, please also contact your insurer to see if you’re able to claim under your policy.

If you can’t resolve directly you may be able to raise a chargeback. Here are some common examples, along with information about what you’ll need to provide when you raise the dispute. 

Reason for dispute

What information you need to provide

Goods or services not received

You must allow 15 days from the date of the transaction or the expected delivery date before a chargeback can be raised. 

Cancelled flights and holidays

If you bought your flight or holiday direct and the travel provider cancels it you need to check the terms and conditions and the company’s cancellation policy to find out what you’re entitled to. For example, sometimes the company might only need to give you a voucher rather than a refund. 

If your travel date is in the future you need to wait until the company cancels it, or the date for travel has passed.

For travel impacts you must allow 15 days from the date of cancellation. Due to high volumes as a result of Covid-19, it may take longer than this for your travel provider to respond to your claim. Please allow them more time in the current circumstance.

  • Invoice, receipt or confirmation of goods or service;

  • Information about contact with (or attempts to contact) the retailer; and

  • That the 15 days has elapsed

 

Misrepresentation

For example, the item was advertised as new but what you received was second hand / used

  • A description of the item or service bought vs the item or service delivered;

  • Contact with (or attempts to contact) the retailer; and

  • Any proof of advertisement or evidence to support that the agreed item or service you bought was misrepresented.

  • Proof the goods were returned such as tracking number 

Recurring transactions 

For example in March you asked the retailer to stop the next payment but the retailer has taken another payment in April  

  • Where you’ve only asked the retailer to stop taking further payments – the day when you asked them 

  • Where you previously asked us to cancel the recurring payment authority – nothing else needed as we’ll be able to see if you have requested a stop with us.

Overcharged

For example you should have been charged £20 but were charged £200 by mistake

  • Invoice or other proof of the service / product showing the amount you have agreed to pay

Duplicate transaction

For example the retailer has taken the same payment at the same time twice by mistake

  • No further evidence required as we can view our system to see this is a duplicate transaction

Paid by other means

For example you paid by cheque but the retailer also took the payment from your debit card.

  • The receipt or invoice of how the other payment was made

I have not received my refund

Retailer has agreed to refund you, but they haven’t. You must allow 15 days from the date you were told you would receive a refund before we can raise a chargeback.

  • The retailer’s agreement to refund you; and

  • 15 days has elapsed

Faulty goods

You must raise this with the retailer first and if this cannot be resolved then you can raise a chargeback

A description of the fault; and

  • Contact with (or attempts to contact) the retailer

  • Proof of return of goods such as tracking number 

  • Sometimes we may need an independent report. If we need this, we will discuss it with you.

How do I claim under chargeback?

You should raise your chargeback as soon as possible, but at the latest within 120 days of the transaction date. This can be extended in certain cases, for example if you purchased tickets for an event that wasn’t due to take place until after 120 days would have elapsed. In this case you must raise the chargeback as soon as you become aware of the problem but at the latest within 540 days of the original transaction date.

If you want to raise a chargeback claim with us, you can do that by filling in this form.

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