Using your cards safely & getting help

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.

If you’re looking to cancel a subscription, have already cancelled but been charged again or want to remove a previous cancellation request. There’s no need to call as we’ve created a simple online form to make resolving this as smooth as possible. Open the form and select “There’s a problem with a subscription or a recurring transaction” and then follow the on screen prompts. The form will take approx. 5 minutes to complete and you will receive automatic updates throughout your claim simply click here. 

If you’ve paid for goods/services that didn’t arrive, or for flights or a package holiday that you haven’t received. There’s no need to call as we’ve created a simple online form to make resolving this as smooth as possible. Open the form and select “You haven’t received your goods or services (including flights or holidays)” and then follow the on screen prompts. The form will take approx. 5 minutes to complete and you will receive automatic updates throughout your claim simply click here. 

If you’ve cancelled or returned something (within the allowed timeframe), or the retailer agreed to give you a refund, and you haven’t received it. There’s no need to call as we’ve created a simple online form to make resolving this as smooth as possible. Open the form and select “You haven’t received your goods or services (including flights or holidays)” and then follow the on screen prompts. The form will take approx. 5 minutes to complete and you will receive automatic updates throughout your claim simply click here.

We can help you to resolve the following issues:

• You were charged more than once, using the same payment method
• You were charged more than once, with different payment methods
• A further transaction was taken, perhaps following a car rental or hotel stay
• A retailer charged the wrong amount
• A transaction has been taken on a date much later that you expected
• You expected a refund, but instead the retailer took the money again

If you need help with any of the above, there’s no need to call as we’ve created a simple online form to make resolving this as smooth as possible. Open the form and select “You were charged more than once, or the wrong amount” and then follow the on screen prompts. The form will take approx. 5 minutes to complete and you will receive automatic updates throughout your claim simply click here.

If you’ve used your debit card abroad and there was a problem with the cash machine withdrawal or you were charged in the wrong currency. There’s no need to call as we’ve created a simple online form to make resolving this as smooth as possible. Open the form and select “You used your debit card or a cash machine abroad, but there was an issue” and then follow the on screen prompts. The form will take approx. 5 minutes to complete and you will receive automatic updates throughout your claim simply click here.

We can help you to resolve the following issues:

• They’re faulty
• You think they’re counterfeit (fake)
• The goods aren't as described
• The services aren't as described
• They’re different to how they were advertised
• The quality of the product was different to what was advertised
• Your dispute relates to binary trading

If you need help with any of the above, there’s no need to call as we’ve created a simple online form to make resolving this as smooth as possible. Open the form and select “There’s a problem with the goods or services that you’ve received” and then follow the on screen prompts. The form will take approx. 5 minutes to complete and you will receive automatic updates throughout your claim simply click here.

Once you opt-in for this feature on the mobile app, when you use your debit card you will receive an notification detailing the amount spent, the merchant and the card you used.  This should help you identify unrecognised transactions sooner.

You can simply opt-in through your mobile app:

1. Open your mobile app.
2. Go to My Profile by selecting the icon at the top right corner
3. Tap on ‘Settings’
4. Tap on ‘Alerts’
5. Select ‘Notification preferences’ from the menu and then enable ‘Transaction notifications’

App available to customers aged 11+ with compatible iOS and Android devices and an international mobile number in specific countries.

Find out more about transaction notifications

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.

The first step in making a claim is speaking to the retailer to see if they can resolve.

If the payment was made through PayPal, please refer to their Disputes team for details on how to resolve.

If you’ve tried to contact the company and still need our support you can raise a dispute with the company here.

Speak to the retailer first

You should start by contacting the retailer first, as most queries can be resolved quickly and efficiently with them. A simple internet search can provide you with contact details for most retailers.

Where you have been unable to resolve with the retailer we may be able to help. To see if we can support please follow these 4 simple steps:

Step 1: Have you already cancelled the payment with the retailer?

You should cancel with the retailer first. Ensure that they have received your cancellation request and that sufficient time has passed for your request to be confirmed. Some retailers might have cancellation periods (e.g. 30 days), and depending on the terms of your agreement with them this may result in additional payments being taken during this time. 

Your agreement with the retailer may be legally binding so please check the correct cancellation procedure with them. If your subscription is set to auto-renew (e.g. annual memberships to breakdown cover or anti virus software), you must cancel with the retailer to prevent future payments being taken.

In most cases the retailer will be able to resolve any queries you have.

Step 2: Is the transaction still pending?

We are unable to support while transactions are still pending. The retailer is the only one who can cancel it and return funds back to you at this time so please contact the retailer directly to resolve.

Top tip - Pending Transaction will show in the Mobile App at the top of the 'View Transactions' screen just below the account summary which includes account details and current balance.

We may be able to support you further, but only once the payment has fully debited your account. Once the payment has cleared please continue to Step 3.

Step 3: Is it a credit card payment?

A regular credit card payment is not a direct debit or a standing order. It's a regular payment made from your card, like a subscription to a publication or a service, such as a television streaming package. 

Direct Debits and Standing Orders set up through your bank account can be cancelled simply using your Mobile App or Online Banking. Look for ‘Direct Debits’ and ‘Standing Orders’ on your Mobile App or ‘Payments and Transfers’ on Online Banking.

If the payment was made through PayPal, please refer to their Disputes team for details on how to resolve.

Step 4: Submit a dispute form

Where you have been unable to resolve with the retailer, it is important that you use the appropriate forms below as soon as possible. We have 120 days (approx. 4 months) from the date of the transaction to raise the dispute on your behalf which includes any time it takes for you to provide further information or evidence to us.  

To help you complete the form you will need:

• Your account and card payment details to hand
• The transaction details - Company Name, Amount, Frequency, Payment Date
• We will also need the exact date in which you cancelled directly with the retailer but have not acted on your request

Credit Card - Cancel a regular or recurring payment, for a subscription to a free trial or a service.

What happens next?

The retailer and their bank have an opportunity to respond with comments and evidence of their own. This can take up to 30 days (Visa) and 45 days (MasterCard). Where funds have been taken, we will credit your account in due course or contact you if we need any further information to continue with your dispute. 

The majority of disputes will be complete within 3 months of the date it is first raised with the retailer.

The best place to start if you have received a product which is defective, not working or damaged is the company that you bought it from.

If the payment was made through PayPal, please refer to their Disputes team for details on how to resolve.

We realise it's not always possible to resolve a dispute directly with the retailer or supplier. If you can't resolve the issue we may be able to help you and start a claim.

If you’ve tried to contact the company and still need our support you can contact us using the number on the back of your card Monday-Friday 8am-6pm.

If you’re looking at your credit card statement, two types of fees could occur: late payment fee or over limit fee. Learn how to avoid payment penalties here. 

Bank statement codes you might find on your account statement

ATM - Automated teller (cash) machine

CHQ – Cheque

Charge – Charge for transaction

D/D – Direct debit

S/O – Standing order

TFR – Transfer

INT – Interest

You can see a full list of statement abbreviations here. (opens in a new window)

Steps to take if you have spotted an unusual transaction, please check these before reporting it as fraud.

Paying for things using your credit card is quick and easy, but sometimes things don't go as smoothly as planned. When something goes wrong, it helps if you know your rights.

Gov.co.Consumer rights guide