Disputing a Transaction
How to raise an unrecognised or disputed transaction on your M&S Credit Card.
There are some possible explanations available on our website to help you identify a transaction
you don’t recognise. If this does not help, please contact us so we can investigate.
For disputed transactions, in most cases you’ll first need to attempt to contact the
retailer directly to see if they can resolve the issue.
Be sure to keep a record of your correspondence with the retailer as we will ask you to share
this with us to support your claim.
If you don’t receive a satisfactory resolution, you will need to complete a dispute
declaration form. You can find forms for common issues, such as travel cancellation, on the
disputes page of our website.
For other issues, please call us on 0345 600 5860. We will go through some questions with you and
look into raising a dispute to recover your money. This is called a Chargeback. We will then
send a form via email or post for you to complete.
When completing the digital form, the key information needed to support your Chargeback is
indicated by a red asterisk. Once you have completed all of these sections, you will be able to
submit the form to us.
Once we receive the form, our dedicated team will review your case. We will be in touch if we
need any additional information to support your claim by calling or sending a card dispute
additional evidence form by post or email.
Once the dispute is raised, the retailer has the opportunity to review the claim. It may take up
to 60 days to update you on the outcome.
Whilst we await a response, we will provide a temporary credit to your account for the disputed
amount. If, after 60 days, the retailer doesn’t dispute the claim, the case can be closed
and the credit permanently remains.
If the retailer disputes the claim, we will we will contact you to advise on next steps and any
additional information we may need.
If we are unable to recover your money via the Chargeback process, you may be covered under
Section 75 of the Consumer Credit Act. One of our team will be in touch to discuss this further.