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Dispute a transaction

Let us know about your dispute

Important information

Social media sites can have advertisements for goods (designer brands, game consoles/technology, jewellery) which appear to be genuine for discounted prices. This often results in receiving goods that are not as advertised or not receiving them at all. If you have made a purchase or payment on social media and are looking to report this, please raise this as a dispute.

Remember, if it sounds too good to be true it probably is. When buying online, check the payment pages are secure by looking for the padlock symbol in the address bar, the website should also start with 'https'.

Before you begin your dispute claim, have you checked the following?

You need to give the retailer a chance to put things right

We're unable to help unless you have tried this first. They'll usually solve a dispute much quicker than we can - give them at least 14 days to resolve things for you.

Check that the payment isn't still pending

Check your statement or mobile app to make sure the payment isn’t pending. It can take a few days to go out of your account. Remember, we can’t raise a dispute for you if the payment is still pending.

Check when you made the payment

Each dispute is different – MasterCard and Visa set the rules we have to follow. If the payment was less than 120 days ago we can look into it for you.

Gather the right info

There’s a simple form to complete. You’ll need the following: your account details, the company or retailer name you made the payment to, the amount and date of the payment.

Disputing a payment you made to Amazon, Netflix, Google or Apple?

Amazon, Netflix, Apple and Google provide their own dispute resolution service which can be accessed through your account profile resulting in a prompt refund into your account.

Find out how you can do this here Open in new window

Raise a debit card dispute

  • Scan the QR code to open your mobile device, or
  • Log into  Online Banking below
  • Select the transaction you want to dispute
  • Click on 'Report a dispute, fraud or scam'.
Log into Online Banking Open in new window

I don't have access to either the mobile app or Online Banking

Raise a credit card dispute

To get started with your credit card dispute, select 'Get started' below.

Get started Open in new window

Need help with a Travel account payment?

  • Log into your mobile app,
  • Select the Travel account transaction you need help with,
  • Click on ‘Report a dispute, fraud or scam’.

What happens after you raise a dispute claim?

We'll send you an email with an update

We’ll try to do this within five working days. We might need more info from you, so if you don’t hear from us check your junk/spam folder.

We might be able to give you a temporary refund

It depends on the type of dispute. The company or retailer has a chance to disagree. If your dispute isn’t successful then we’ll let you know that the refund is being taken back.

We'll let you know the outcome

We don’t make the final decisions on dispute claims (remember - MasterCard and Visa set the rules). We’ll let you know the outcome as soon as we can. We try to get things sorted out within 60 days.