Query transactions or raise a dispute

We are really sorry, it’s taking us longer than usual to process claims at this time, as we support customers financially impacted by Covid-19. Please note, in most cases you will need to contact the retailer in the first instance.

Help when you are querying a transaction

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:

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.

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.

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 900 0900.

Credit or debit card

Chargebacks

A chargeback is a way for M&S Bank to try and recover your money in the event something goes wrong. 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.

Covid-19 frequently asked questions

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 dispute form.

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:

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.