Query a transaction or raise a dispute

Please read the important information before getting in touch

Please note

As we support customers financially impacted by Covid-19 we are receiving higher than normal claims. We will respond to you within 60 days of receipt.

In most cases you will need to contact the retailer in the first instance.

Credit balance refund

You can get a refund once the refund is showing on your statement balance. We would ask that you monitor your account online, if you're registered. Once the refund is showing, call us on 0345 600 5860 and we'll arrange this for you. There is no charge to do this.

Watch our short video that explains how to raise an unrecognised or disputed transaction on your M&S Credit Card.

Video script - Disputing a Transaction

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.

I recognise a transaction, but wish to dispute it with another reason

First steps

In most cases you will need to try and solve the problem by first contacting the retailer. If you are then unsuccessful, you can contact us by calling 0345 600 5860.

Credit card

Chargebacks

A chargeback is a way for M&S Bank to dispute transactions on your behalf in the event something goes wrong with a purchase of goods or services. Internet Banking users can send a secure message using the secure messaging facility in Internet Banking.

Section 75 of the Consumer Credit Act

In some cases you may have protection under section 75 of the Consumer Credit Act. This will apply where the transaction was made wholly or in part on a M&S Bank Credit Card and your dispute is related to one of the following:

  • Where the contract is over £100 (and up to £30,000)
  • A breach of contract by the retailer (e.g. non-receipt of goods/services or goods that do not match the description of what you ordered)
  • Misrepresentation by the retailer (e.g. the retailer made false promises to get you to purchase their goods or service)

If your dispute is within the above criteria and is unsuccessful, we will automatically review for a section 75 claim and may be in contact again if we need any further information.

I have a travel related dispute

Take a look at our general guidelines relating to travel plans affected by COVID-19

Am I entitled to claim money back if I haven’t received goods or services (e.g. travel costs) as a result of Covid-19?

Customers are advised to contact the retailer where you have purchased the goods or services in the first instance (e.g. the airline if you have purchased airline tickets, hotel booking etc).

You should attempt to resolve the matter with them directly as they will help you understand why you haven’t received the goods or services. This may result in a refund or offer of an acceptable alternative such as booking for an alternative date or credit vouchers.

If you haven’t been able to obtain a refund from the retailer, you should contact us to query the transaction or raise a dispute. It may be possible to raise a dispute or claim under section 75.

We can only raise a claim on the following basis:

Has the travel date passed, or do you have proof that the travel arrangements have been cancelled by the retailer?

Yes No

General guidelines relating to travel plans affected by Covid-19 and specific recent scenarios

My M&S Bank Credit Card has recently been refunded by my travel company/airline due to cancelled travel services. How do I get this money back?

You can get a refund once the refund is showing on your statement balance. We would ask that you monitor your account online, if you're registered. Once the refund is showing, call us on 0345 600 5860 and we'll arrange this for you. There is no charge to do this.

General Advice

If flights, package holidays, or events are cancelled it is important to refer to the contract and follow the supplier’s refund/re-booking terms in the first instance. You should do this before any dispute or section 75 claim.

Future travel plans

If the travel arrangements are all still operational but you want to, or have already cancelled, any refunds will be subject to the refund policy within the supplier’s terms and conditions. You may not be entitled to a refund if you have voluntarily opted to cancel. It is worth contacting the travel provider in case they are willing to offer a refund or alternative as a gesture of goodwill in the exceptional circumstances. 

There will be no dispute or section 75 rights, unless the terms and conditions have an applicable refund policy and the travel provider declines to provide a refund.

Some useful information for UK based flight and travel providers can be found on the both the CAA and ABTA websites below:

https://www.caa.co.uk/Our-work/Newsroom/COVID-19/

https://www.abta.com/news/coronavirus-outbreak

I have a health condition and don’t want to take a risk by going on holiday

Please seek medical advice. A GP may provide you with a letter to say that you’re unable to travel. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or section 75 rights in these circumstances as you/your family member are not able to travel and the supplier has not done anything wrong.

Myself or my family member is not well enough to travel

You should consult your GP or seek medical advice. They may provide you with a letter to say that you or your family member are not able to travel. If you have travel insurance, depending on your policy cover you may be covered and/or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

There will be no dispute or section 75 rights in these circumstances as you or your family member are not able to travel and the supplier has not done anything wrong. It’s worth contacting the supplier in case they are willing to offer a refund or alternative as a gesture of goodwill.

I’ve booked my flights and hotel independently (i.e. not as a package) and the flights are no longer available

You should contact the airline and hotel in the first instance to recover the cost of your flights and hotel or to re-book alternatives. The hotel costs may not be recoverable unless you have cancellation rights in the hotel supplier’s terms. If this isn’t successful, you may be able to dispute the transaction.

I am on holiday and a lot of the facilities are closed, so I want to claim a refund for the value of my holiday

This will depend on the supplier’s terms and the specific circumstances of your case. You may not be entitled to claim a refund if the closure of facilities is outside of the control of the travel and/or accommodation/tour provider. The travel and/or accommodation/tour provider should communicate with you if the facilities are not available during your stay (if this is known prior to travel so that you can make an informed choice).

I’ve booked a holiday to a location but the embassy is no longer issuing visas

You should contact the airline, travel operator or tour organiser and explain that you are unable to travel. Depending on the supplier’s terms, you may be able to recover the cost of your trip or re-book alternatives. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis. In order to raise a dispute of section 75 claim, please ensure you provide us with the full details relating to the booking and all subsequent correspondence with the suppliers and insurers. We will review on a case by case basis.

I’ve booked flights and hotels for an event. The travel is available but is not required as the event has been cancelled

You should contact the airline, travel operator or hotel and explain that the event has been cancelled and ask if you are able to cancel. This will depend on your cancellation rights. Some companies may offer you a refund or allow you to re-book given the circumstances. If you have travel insurance, you may be covered under your insurance policy or the insurance company may be willing to pay out in some circumstances on an exceptional basis.

You may be entitled to bring a section 75 claim depending on the circumstances of your case as long as the total purchase price of the event tickets are greater than £100. You will need to provide us with the full details relating to the booking, the supplier’s terms and all subsequent correspondence with the suppliers and insurers and we will assess your claim on its merits.