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Dispute a transaction

If you recognise a transaction but want to dispute it, you'll find everything you need to know here.

We're dealing with far more queries than usual at the moment so it may take our team longer to respond. Sorry for any inconvenience and thank you for your patience.

Things to check

Have you contacted the retailer?

If you can identify the business, company or person behind the charge, approach them first. This will give them the chance to resolve the dispute for you. In many cases the retailer can resolve your issue much faster than we can. However, if your attempts have been unsuccessful, please keep a note of any contact (or attempted contact) you made, and what happened. You will need to give us these details to help your claim.

Has the money left your account?

In order for us to help, the transaction has to be fully processed and no longer pending. Any pending transactions will show in the mobile app under ‘pending’ at the top of your transactions screen. We can raise disputes for unrecognised, duplicated or pending transactions that are a different amount to what you agreed to.

When did the transaction take place?

We can help investigate transactions that took place in the last 120 days. In some cases, we can look into older transactions.

What kind of transaction is it?

If you have one of the following issues, you can raise a dispute.

  • you have a problem with goods or services you've received
  • you withdrew, or tried to withdraw, money from a cash machine, but there was an issue
  • you've been charged for an item twice

How to dispute a transaction

If you've contacted, or attempted to contact, the retailer and have been unable to resolve the issue, you can raise a dispute. For travel or holiday related transactions this means filling out one of our dispute forms. For all other kinds of disputes, please log on and start a chat with one of our advisers. 

You'll need to have the following information ready:

  • your card/account details
  • transaction details, including the amount, date and description on your statement

Travel and holiday

If there's a problem with a flight or holiday that you've booked please fill out our online dispute form.

The form will let you know if any extra documentation is needed.

Issue with Goods & Services

If there's a problem with goods or services that you've paid for, please fill out our online dispute form.

The form will let you know if any extra documentation is needed.

All other disputes - log on and chat

  1. Log on to online banking.
  2. Select the Chat tab to the right of the page.
  3. Chat with one of our advisers.

If you're not yet registered for online banking, contact us to find the best way to get in touch.

Frequently asked questions

We're here to help you. Find the answers and while you're at it, tell us how we could do better.