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Have you read our warning about fraudulent claims? (see previous page)
Select the card type.

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Primary Question ID : 1 Secondary Question ID : 12 Primary Question : You’d like to cancel a recurring payment or subscription, or there’s a problem with a free trial, subscription or a recurring transaction (e.g. Netflix, Amazon Prime etc.) Secondary Question : You want to cancel a subscription or a recurring transaction

Important information

The quickest way to cancel a subscription that you’ve set up is to contact the retailer directly or visit their website. We always try to stop the subscription against the retailer. However, on rare occasions a payment can still debit your account, for more information please check the card payment help page.

Primary Question ID : 1 Secondary Question ID : 13 Primary Question : You’d like to cancel a recurring payment or subscription, or there’s a problem with a free trial, subscription or a recurring transaction (e.g. Netflix, Amazon Prime etc.) Secondary Question : Remove a previous cancellation request

Important Information

The quickest way to cancel a subscription that you’ve set up is to contact the retailer directly or visit their website. We always try to stop the subscription against the retailer. However, on rare occasions a payment can still debit your account, for more information please check the card payment help page.

Primary Question ID : 1 Secondary Question ID : 11 Primary Question : You’d like to cancel a recurring payment or subscription, or there’s a problem with a free trial, subscription or a recurring transaction (e.g. Netflix, Amazon Prime etc.) Secondary Question : You've cancelled a subscription or a recurring transaction, but the retailer still took a payment

Important information

Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim: 

  • Do not use this form if you forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime) – if this happens you need to speak to the Merchant.  
  • Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.

Choosing ‘Remove a previous cancellation request’ means that we’ll remove any previous stops on your card with this retailer.

Primary Question ID : 2 Secondary Question ID : 21 Primary Question : You haven't received your goods or services (including flights or holidays) Secondary Question : You paid for flights or a package holiday you haven't received

Important Information

Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim: 

  • Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Primary Question ID : 2 Secondary Question ID : 22 Primary Question : You haven't received your goods or services (including flights or holidays) Secondary Question : You paid for services that you haven't received

Important Information

Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim: 

  • Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Primary Question ID : 2 Secondary Question ID : 23 Primary Question : You haven't received your goods or services (including flights or holidays) Secondary Question : You paid for goods but they didn't arrive

Important Information

Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim: 

  • Do not use this form if you forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime) – if this happens you need to speak to the Merchant.  
  • Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Primary Question ID : 3 Secondary Question ID : 31 Primary Question : You've returned or cancelled goods/services but you haven't received a refund Secondary Question : You've returned or cancelled goods/services but you haven't received a refund

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim: 

  • Do not use this form if you have cancelled a recurring or subscription payment - please go back & select option 1 (There's a problem with a free trial, subscription or recurring transactions)
  • This form will raise a dispute for goods or services you have returned or cancelled. Please ensure you have followed the merchants return/cancellation policy before submitting a dispute.
Primary Question ID : 3 Secondary Question ID : 32 Primary Question : You've returned or cancelled goods/services but you haven't received a refund Secondary Question : The retailer agreed to give you a refund, but you haven't received it

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim: 

  • You’ll need to allow  your refund timeframe to pass before raising a dispute , if you have not been given a timeframe please allow 10 working days before disputing your transaction.

Required documents

So that we can properly investigate this dispute, we’ll need you to provide some proof and supporting documents.

We’ll email you all the details, but just so you're aware, we’ll need to see:

A copy of your receipt/voucher/slip, or void receipt

Primary Question ID : 4 Secondary Question ID : 41 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : You've been charged more than once by the same merchant for the same purchase e.g. you bought a coffee but the coffee shop has charged you twice in error

Important Information

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: 

  • Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.

Please don't use this selection if the transaction in question is a recurring transaction or subscription (e.g. a free trial sample, Netflix, Amazon prime etc.), please return to the previous section, 'Select your dispute' and select the first option 'There's a problem with a free trial, subscription or a recurring transaction' to ensure we can support your claim.

Primary Question ID : 4 Secondary Question ID : 42 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : You were charged more than once in error, with different payment methods by the same retailer

Important Information

Before you start, please make sure you have first spoken to the merchant about your transaction problem.

Required documents

So that we can properly investigate this dispute, we’ll need you to provide some

proof and supporting documents.

We’ll email you all the details, but just so you're aware, we’ll need to see:

Proof of alternative payment made - such as a cash receipt, bank statement,   alternative card receipt or voucher used

Correspondence between you and the retailer about your dispute

 

Primary Question ID : 4 Secondary Question ID : 43 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : A further transaction was taken, perhaps following a car rental or hotel stay

Important Information

Before you start, please make sure you have first spoken to the merchant about your transaction problem.

Primary Question ID : 4 Secondary Question ID : 44 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : A retailer charged the wrong amount

Important Information

Before you start, please make sure you have first spoken to the merchant about your transaction problem.

Primary Question ID : 4 Secondary Question ID : 45 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : A transaction has been taken on a date much later that you expected

Important Information

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: 

  • Do not use this form if you forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime) – if this happens you need to speak to the Merchant.  
  • Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.

Transactions in the UK can take 3 to 5 working days to be processed, and international transactions can take 10 to 14 days.

The transaction that you want to dispute will need to be outside of these timeframes.

Primary Question ID : 4 Secondary Question ID : 46 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : You expected a refund, but instead the retailer took the money again.

Important Information

Before you start, please make sure you have first spoken to the merchant about your transaction problem.

Primary Question ID : 5 Secondary Question ID : 51 Primary Question : You have used your card or a cash machine, but there was an issue  Secondary Question : You have withdrawn cash using your credit card from a UK or overseas ATM or you have used your debit card to withdraw funds overseas but there was an issue.

Important Information

We are unable to dispute Debit Card UK cash machine transactions.

If you would like to dispute UK Debit Card cash machine transaction please call our Telephone Banking team using the number on the back of your card.

Primary Question ID : 5 Secondary Question ID : 52 Primary Question : You have used your card or a cash machine, but there was an issue  Secondary Question : You were charged in the wrong currency
Primary Question ID : 6 Secondary Question ID : 61 Primary Question : There's a problem with the goods or services that you've received Secondary Question : They’re faulty

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.

We may need to see evidence of your attempts to return the goods. This could be contact with the retailer, or a courier tracking number.

Primary Question ID : 6 Secondary Question ID : 62 Primary Question : There's a problem with the goods or services that you've received Secondary Question : You think they’re counterfeit (fake)

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.

Primary Question ID : 6 Secondary Question ID : 63 Primary Question : There's a problem with the goods or services that you've received Secondary Question : The goods aren't as described

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.

Primary Question ID : 6 Secondary Question ID : 64 Primary Question : There's a problem with the goods or services that you've received Secondary Question : Your dispute relates to Binary Trading

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.

Required documents

So that we can properly investigate this dispute, we’ll need you to provide some

proof and supporting documents.

We’ll email you all the details, but just so you're aware, we’ll need to see:

Correspondence between you and the retailer about your dispute

The retailer's Terms and Conditions

Primary Question ID : 6 Secondary Question ID : 65 Primary Question : There's a problem with the goods or services that you've received Secondary Question : The services aren't as described

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.

Primary Question ID : 6 Secondary Question ID : 66 Primary Question : There's a problem with the goods or services that you've received Secondary Question : They’re different to how they were advertised

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.

Primary Question ID : 6 Secondary Question ID : 67 Primary Question : There's a problem with the goods or services that you've received Secondary Question : The quality of the product was different to what was advertised

Important Information

Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.