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 instances. If you do need to raise a dispute, you can do this online via our dispute forms.
You will receive an automated email to confirm its been received. We will be working in the background to process all the claims as quickly as possible.
Our Dispute Forms
Each form will open a new window, please select the most appropriate option
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:
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.
I recognise a transaction, but wish to dispute it
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 filling in a dispute form provided above.
Credit or debit card
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
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.