I’ve cancelled or returned something and haven’t received a refund     

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:

Check the retailer’s terms & conditions - are you within the terms of refund/cancellation? For example:

1. Hotel bookings often have refund restrictions

2. Travel tickets can be non-refundable

3. Some places offer vouchers or cheques rather than cash refunds

4. Have you allowed sufficient time for a refund to be processed and credited back to your card/account?

5. Check your email inbox. Retailers often send confirmation emails which may state why a refund has not been received. (Don't forget to check your junk email folder).

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 No Refund Form:

 

You’ll need to have the following information to hand:

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

I've not received a refund I was expecting 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.