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 don't recognise a transaction
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:
Unrecognised retailer name/transaction on your statement
Occasionally you may see an entry on your account or statement that you don’t recognise.
The below may help you to identify what the transaction is and things for you to consider.
- Have you completed an internet search for the retailer/entry?
- Sometimes a retailer may use a different trading name, to the one you were expecting.
- You might want to review where else you used your card that day.
- Is the transaction for an amount you were expecting to pay?
- Have you seen the retailer on your statement before?
- Do you have any email receipts/ invoices for the transaction in your email inbox?
- Could the transaction have been made by a second card holder?
- Try using the list below to identify common retailers.
Retailer reference table
| Retailer reference on statement | Description |
|---|---|
| AA Membership (AA MFE OLA RENEWALS) | Primarily Motor Insurance specialist but also provider of other insurances. |
| Allpay | A payment service used by a number of public and private sector organisations, including councils and housing associations. |
| Amazon | Online retailer who also provides a range of goods and services including online books/ music and TV streaming. |
| Amazon Prime (AMZ*Prime Member Fee) | Usually a chargeable service provided by Amazon which gives things such as enhanced delivery and exclusive Amazon content. |
| Arcadia/ Arcadia Group | Holding group name of the specified brand name retailers. (Burton, Dorothy Perkins, Evans, Miss Selfridge, Outfit, BHS, Topman/Topshop and Wallis) |
| ASOS.COM | Online fashion retailer. |
|
Audible.co.uk |
An audiobook subscription service owned by Amazon. |
|
Big Savings Club (The Big Save Club) |
Members receive offers and incentives. A free trial is usually offered but if not cancelled, charges can be incurred. |
|
Camelot Group |
Operators of the UK National lottery. |
|
Capita |
A payment service used by a number of public and private sector organisations, TV licenses payments are common. |
|
Completesavings.co.uk |
Members receive cashback offers and incentives. A free trial is usually offered but if not cancelled, charges can be incurred. |
|
Credit Cleaner |
An online service for accessing your credit report. |
|
Credit Expert |
An online service for accessing your credit report. |
|
Credit Confidential |
An online service for accessing your credit report. |
|
Credit Perfect |
An online service for accessing your credit report. |
|
Digital River (DRI*pctools.com |
Provider in computer software, ecommerce, payments and marketing. |
|
Domestic & General |
Provide protection/ warranties and breakdown for domestic appliances. |
|
Easylife Group |
The retailer sells various goods through catalogues, mail order, online and phone. |
|
Giffgaff.Com |
A mobile phone network. |
|
Google Play |
A digital download from the Google Play store. |
|
Home retail group |
Holding group name of brands including Argos and Homebase. |
|
Itunes Apple (itunes.com/bill) |
A purchase or download from Apple. |
|
JD Williams part of N Brown Group |
Online and mail order retailer. (Ambrose Wilson/ Simply Be/ Jacamo) |
|
Just Eat |
An online food order and delivery service which acts as an intermediary between take-out food outlets and customers. |
|
Just fab Ltd |
Fashion retailer usually with paid membership. |
|
McAfee |
Anti Virus and security software. |
|
Microsoft *Xboxlive |
A purchase or subscription service to access Xbox live- to access games and services on your xbox. |
|
Netflix |
Streaming provider of online movie and TV content. |
|
New Day |
Providers of credit and store cards for brands including Debenhams, House of Fraser, Laura Ashley, Wallis, Burton, Dorothy Perkins, Evans, Harvey Nichols, Miss Selfridge, Outfit, Topshop and Topman. |
|
Nochex Ltd |
This company is a 3rd party payment processor. They process transactions on behalf of many different companies. |
|
Norton (DRI – Symantec) |
Anti Virus and security software. |
|
Now TV (NOWTV.COM/BILL) |
Streaming provider of online movie and TV content. |
|
Paypal (sometimes when billed a transaction using Paypal as the payment service may reference PP*) |
Service for individuals and retailers to send and receive payments. |
|
Play.com |
Play.com sell a range of products including CD’s, DVD’s, Books, Games, Electronics, Gadgets, Clothing and Accessories. |
|
Product Support AG |
Product Support AG offer an extended product warranty for goods purchased from the Dixons Store Group. Stores include Dixons, Currys PC World, Comet and The Link. |
|
RAC membership |
Primarily breakdown motor recovery. |
|
Shopdisc.co.uk Shopper Discounts/ Shopperdisc |
Members receive offers and incentives and membership is usually set up after an online purchase has taken place. |
|
Uber |
Ride sharing. |
|
Uber eats |
Food delivery service. |
|
VPrewards.com |
Members receive offers and incentives. A free trial is usually offered but if not cancelled, charges can be incurred. |
|
World Pay (Transactions prefixed with WP) |
Processes transactions for a wide range of merchants online. |
Adjacent transactions
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.
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.
Free trials
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.
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 or debit 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