There may be a number of reasons why there is a transaction on your account that you don't recognise.
Here are some possible explanations which might help you identify the transaction:
Take a look at other transactions showing on your statement at a similar time. This may remind you of
where you were when the transaction that you don't recognise was made.
Think about exchange rates
If the transaction you don't recognise was made in a foreign currency, the final amount could be
different to the amount at the time of purchase.
Look out for additional charges
Some retailers, such as hotels, taxis, airlines or hire cars, can add additional surcharges.
Double-check your receipts and your inbox
Dig out your receipts to see if you have any from the same day and for the same amount but with a
different retailer name.
Have a look at your email inbox, as you often get confirmation emails or receipts by email and these
might show different retailer names.
Check the retailer’s name
Retailers sometimes trade under different names, so the one on your statement might not be what you
expect. Try entering the retailer's name into a search engine to find out more.
Ask another account holder
If someone shares your account, they may have made the transactions.
Check repeat payments
It may be that this is an ongoing payment such as a Direct Debit or Standing Order, that is related
to something you set up or subscribed to some time ago.
If you've signed up for a free trial recently, check the free trial period and terms and conditions
of the trial. The free trial may have expired and you may now be paying for goods or services.
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:
- The travel date has passed
- Proof from the retailer that the goods or services will not be available for a future travel date
- If a credit note/voucher has been offered, but you have requested a refund from the retailer and
they have been unwilling or unable to provide the refund. You will need to provide evidence to
support this claim
Following review of the above information, if you want to raise a dispute or make a claim please use our
Travel service(s) dispute form
It’s essential that you tell us exactly what happened, and provide us all relevant documents to
support your claim. This is so that we can assess whether we are able to raise a dispute or review for a
claim under section 75.
My M&S Credit Card has recently been refunded by my travel company/airline due to cancelled
travel services. How do I get this money back?
Please contact us on 0345 900 0900 and we will
initiate the refund to your nominated account.
Here are some general guidelines relating to travel plans affected by Covid-19
and specific recent scenarios:
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
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:
I have a health condition and don’t want to take a risk by going on
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
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
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
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.