The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile services and our automated service.

On this page, you can raise a claim with us to try and get your money back, if you think a transaction on your card isn’t right.

But there are other things you can do first that may be better or quicker.

If you don’t recognise the transaction or merchant and think it might be fraud:

Go to our Fraud page instead and report suspected fraud.

If there is a problem with what you bought, or the amount you’ve paid:

Contact the merchant first. Don’t fill in this form until you have, as we will ask you to do this anyway. It may be quicker to get things sorted by going direct to the merchant.

What to do

We’re here to help if you’ve had a problem with a transaction on your card. Maybe there’s something wrong with what you’ve bought. Or perhaps you’re still being charged for a service you no longer use. Here you can make a claim with us, to try and get your money back.

Follow these steps to make a claim:
1. Contact the merchant

Try to speak to the company or organisation you made the payment to. You need to try this before making a claim with us. Keep a note of any contact you make, the attempts you made, and what happened. You’ll need to give us details to help your claim.

2. Check your accounts

You may already have a refund. Sellers and organisations sometimes do this automatically and may not tell you separately.

3. Check your right to cancel

You’ll usually find these in any written terms and conditions. There may be a short period when you can cancel and get a full refund. This often happens with things that happens in the future – such as a service, event, or delivery of goods.

4. Complete the form

After you’ve done steps 1-3, if you still want to make a claim, please select 'Raise a Credit Card Dispute' and complete the form.

Give us as much detail as you can. That can help us process your claim quicker.

Raise a Credit Card Dispute