What is a chargeback?
If you recognise a transaction but still want to dispute it, we can do this on your behalf through a chargeback.
Chargebacks are a way for us to try and get the money back directly from the merchant’s bank. If you’ve tried to resolve a dispute directly with the retailer but have been unsuccessful, we can raise a “chargeback”, which is governed by Mastercard, to help you resolve your dispute with the retailer and potentially get your money back. This doesn’t affect your statutory rights.
Chargebacks may be done if:
- You don’t get the goods or services you paid for, including where the company stops trading.
- Goods or services you purchased are faulty, counterfeit or defective.
- You’re charged the wrong amount, or charged twice by mistake.
- You’re charged for a repeat payment after cancelling a subscription.
If you don’t recognise the transaction please visit our unfamiliar transactions page.
Before you dispute a transaction
Contact the retailer to give them a chance to resolve it for you
Before we can assist, please ensure you have taken this initial step, which could resolve the matter faster. Allow 14 days for them to resolve things for you.
Check when the payment left your account
We are only able to assist once the transaction has been fully processed. Please check your mobile app or statement as we cannot raise a dispute if the payment is still pending.
Check when the transaction was made
Mastercard set the rules we must follow. We can help investigate transactions that took place in the last 120 days. In some cases, we can investigate older transactions.
Gather the relevant evidence to support your claim
The more information you have the better, including the retailer's name, the amount and date of payment. Please provide evidence if it’s requested, as it could strengthen your claim.
What happens after you have raised a dispute?
We’ll keep you informed along the way
We’ll confirm when a dispute has been raised on your behalf within 7 days of you notifying us. We’ll continue providing updates at each stage of the dispute process.
We might be able to give you a temporary credit
Once a dispute has been raised, we may give you a temporary credit whilst we investigate. If the dispute is unsuccessful, we’ll inform you when we remove it. Otherwise, the credit will remain on your account.
We’ll let you know the outcome
Typically, disputes are resolved within 45 days, but some can take longer depending on the retailer’s bank. Please remember, Mastercard set the rules, and their decision is final. We’re unable to overturn a decision made by Mastercard.
What if my outcome is unsuccessful?
The dispute verdict doesn’t affect your statutory rights. You may still be eligible to make a claim under Section 75 of the Consumer Credit Act. If you are, we’ll contact you to advise on the next steps.
Once you’ve completed these steps, please use the link below to dispute a transaction.