I paid for goods or services and haven’t received them     

These checks helped resolve my issue     

These checks didn't help, and I still wish to raise a dispute     

By following these simple checks, you may be able to save time and avoid raising a dispute:
 
  • Step 1. Check your order details, delivery date and any dispatch notes/tracking links provided by the retailer
  • Step 2. Have you received any updates notifying you of any changes or delays to your delivery date? – Sometimes these might be in your junk email folder
  • Step 3. Goods are often delivered to neighbours, so it may be useful to check with them before raising a dispute
  • Step 4. Have you tried to contact the retailer?

 

Did the above checks help resolve your query?

Thanks for using the Disputes Help Tool. If you still have dispute related queries, please return to our disputes website

Please fill out a Missing Goods and Services Form:

 

1. Your card/account details

 

2. Transaction details, including:

 

  • The amount charged
  • The date as per your statement
  • The exact description as it appears on your statement (entering this information incorrectly can delay the resolution of your dispute). Please copy & paste from your statement wherever possible

 

3. Any evidence to support your claim e.g. receipts. You can attach your evidence as screenshots or photos as we don't need the originals

 

Missing Goods and Services Form

 

Please Note:

 

1. This form will open in a new window

 

2. In some cases, you may have protection under Section 75 of the Consumer Credit Act for this type of dispute. This will apply where the transaction was made wholly or in part on an M&S credit card and your dispute relates to a purchase of over £100 and under £30,000. If your dispute is unsuccessful we'll automatically review for a Section 75 claim and may be in contact again if we need any further information."

 

3. Once we’ve received your completed form, we’ll aim to contact you within 7 days to let you know the next steps.