Dispute a transaction

Lets 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

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Have you checked with the retailer first?

As the retailer may have made a mistake, you'll need to attempt to get in touch with them directly to find out. It’ll give them the opportunity to resolve the dispute for you. We can't help you unless you’ve done this. Just so you know the retailer can be a person, company or business.

Is the transaction pending?

In order for us to help, the transaction will need to have been processed by the retailer, and be visible on your bank statement. A quick way to find out if the transaction is pending is viewing it on the mobile app and tap “view transactions”. Any pending transactions will show at the top under ‘pending’. Until the transaction has fully processed and is no longer pending, we’re unable to raise a dispute.
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How long ago was the transaction?

If it happened within the last 4 months, we should be able to help. In some cases though we can look into older transactions.

Did you use your debit card?

If so, great. Please note, if you are disputing multiple transactions and they are on different card numbers then they need to be submitted on separate forms. If not, you can dispute a credit card transaction here.

Getting started with your claim

Fraudulent claims

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: