Primary Question ID : 1 Secondary Question ID : 12 Primary Question : You’d like to cancel a recurring payment or subscription or there’s a problem with a free trial, subscription or a recurring transaction (e.g. Netflix, Amazon Prime etc.) Secondary Question : You want to cancel a subscription or a recurring transaction
The quickest way to cancel a subscription that you’ve set up is to contact the retailer directly or visit their website. We always try to stop the subscription against the retailer. However, on rare occasions a payment can still debit your account, for more information please check the card payment help page.
Primary Question ID : 1 Secondary Question ID : 13 Primary Question : You’d like to cancel a recurring payment or subscription or there’s a problem with a free trial, subscription or a recurring transaction (e.g. Netflix, Amazon Prime etc.) Secondary Question : Remove a previous cancellation request
Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime) – if this happens you need to speak to the Merchant.
- Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Choosing ‘Remove a previous cancellation request’ means that we’ll remove any previous stops on your card with this retailer.
Primary Question ID : 1 Secondary Question ID : 11 Primary Question : You’d like to cancel a recurring payment or subscription or there’s a problem with a free trial, subscription or a recurring transaction (e.g. Netflix, Amazon Prime etc.) Secondary Question : You've cancelled a subscription or a recurring transaction, but the retailer still took a payment
Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime) – if this happens you need to speak to the Merchant.
- Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Choosing ‘Remove a previous cancellation request’ means that we’ll remove any previous stops on your card with this retailer.
Primary Question ID : 2 Secondary Question ID : 21 Primary Question : You haven't received your goods or services (including flights or holidays) Secondary Question : You paid for flights or a package holiday you haven't received
Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Primary Question ID : 2 Secondary Question ID : 22 Primary Question : You haven't received your goods or services (including flights or holidays) Secondary Question : You paid for services that you haven't received
Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Primary Question ID : 2 Secondary Question ID : 23 Primary Question : You haven't received your goods or services (including flights or holidays) Secondary Question : You paid for goods but they didn't arrive
Before you start, please make sure you have first contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime) – if this happens you need to speak to the Merchant.
- Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Primary Question ID : 3 Secondary Question ID : 31 Primary Question : You've returned or cancelled goods/services but you haven't received a refund Secondary Question : You've returned or cancelled goods/services but you haven't received a refund
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you have cancelled a recurring or subscription payment - please go back & select option 1 (There's a problem with a free trial, subscription or recurring transactions)
- This form will raise a dispute for goods or services you have returned or cancelled. Please ensure you have followed the merchants return/cancellation policy before submitting a dispute.
Primary Question ID : 3 Secondary Question ID : 32 Primary Question : You've returned or cancelled goods/services but you haven't received a refund Secondary Question : The retailer agreed to give you a refund, but you haven't received it
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem. In order to help you avoid submitting a fraudulent claim:
- You’ll need to allow your refund timeframe to pass before raising a dispute , if you have not been given a timeframe please allow 10 working days before disputing your transaction.
Required documents
So that we can properly investigate this dispute, we’ll need you to provide some proof and supporting documents.
We’ll email you all the details, but just so you're aware, we’ll need to see:
A copy of your receipt/voucher/slip, or void receipt
Primary Question ID : 4 Secondary Question ID : 41 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : You've been charged more than once by the same merchant for the same purchase e.g. you bought a coffee but the coffee shop has charged you twice in error
Before you start, please make sure you have first spoken to the merchant about your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Please don't use this selection if the transaction in question is a recurring transaction or subscription (e.g. a free trial sample, Netflix, Amazon prime etc.), please return to the previous section, 'Select your dispute' and select the first option 'There's a problem with a free trial, subscription or a recurring transaction' to ensure we can support your claim.
Primary Question ID : 4 Secondary Question ID : 42 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : You were charged more than once in error, with different payment methods by the same retailer
Before you start, please make sure you have first spoken to the merchant about your transaction problem.
Required documents
So that we can properly investigate this dispute, we’ll need you to provide some
proof and supporting documents.
We’ll email you all the details, but just so you're aware, we’ll need to see:
Proof of alternative payment made - such as a cash receipt, bank statement, alternative card receipt or voucher used
Correspondence between you and the retailer about your dispute
Primary Question ID : 4 Secondary Question ID : 43 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : A further transaction was taken, perhaps following a car rental or hotel stay
Before you start, please make sure you have first spoken to the merchant about your transaction problem.
Primary Question ID : 4 Secondary Question ID : 44 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : A retailer charged the wrong amount
Before you start, please make sure you have first spoken to the merchant about your transaction problem.
Primary Question ID : 4 Secondary Question ID : 45 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : A transaction has been taken on a date much later than you expected
Before you start, please make sure you have first spoken to the merchant about your transaction problem. In order to help you avoid submitting a fraudulent claim:
- Do not use this form if you forgot to cancel a subscription after a ‘free trial’ ended (e.g. Amazon Prime) – if this happens you need to speak to the Merchant.
- Do not use this form if you have changed your mind after you’ve used your card – if this happens you need to speak to the Merchant.
Transactions in the can take 3 to 5 working days to be processed, and international transactions can take 10 to 14 days.
The transaction that you want to dispute will need to be outside of these timeframes.
Primary Question ID : 4 Secondary Question ID : 46 Primary Question : You authorised a payment and were charged more than once or charged the wrong amount in error by the retailer Secondary Question : You expected a refund, but instead the retailer took the money again.
Before you start, please make sure you have first spoken to the merchant about your transaction problem.
Primary Question ID : 5 Secondary Question ID : 51 Primary Question : You used your debit card or a cash machine abroad, but there was an issue Secondary Question : You made an overseas ATM transaction but encountered problems
This part of the form is just for cash machine withdrawals when you’re abroad.
If you’d like to dispute a cash machine withdrawal that you made in the UK, please chat to our Direct Banking team.
Primary Question ID : 5 Secondary Question ID : 52 Primary Question : You used your debit card or a cash machine abroad, but there was an issue Secondary Question : You were charged in the wrong currency
Primary Question ID : 6 Secondary Question ID : 61 Primary Question : There's a problem with the goods or services that you've received Secondary Question : They’re faulty
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.
We may need to see evidence of your attempts to return the goods. This could be contact with the retailer, or a courier tracking number.
Primary Question ID : 6 Secondary Question ID : 62 Primary Question : There's a problem with the goods or services that you've received Secondary Question : You think they’re counterfeit (fake)
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.
Primary Question ID : 6 Secondary Question ID : 63 Primary Question : There's a problem with the goods or services that you've received Secondary Question : The goods aren't as described
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.
Primary Question ID : 6 Secondary Question ID : 64 Primary Question : There's a problem with the goods or services that you've received Secondary Question : Your dispute relates to Binary Trading
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.
Required documents
So that we can properly investigate this dispute, we’ll need you to provide some
proof and supporting documents.
We’ll email you all the details, but just so you're aware, we’ll need to see:
Correspondence between you and the retailer about your dispute
The retailer's Terms and Conditions
Primary Question ID : 6 Secondary Question ID : 65 Primary Question : There's a problem with the goods or services that you've received Secondary Question : The services aren't as described
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.
Primary Question ID : 6 Secondary Question ID : 66 Primary Question : There's a problem with the goods or services that you've received Secondary Question : They’re different to how they were advertised
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.
Primary Question ID : 6 Secondary Question ID : 67 Primary Question : There's a problem with the goods or services that you've received Secondary Question : The quality of the product was different to what was advertised
Before you start, please make sure you have contacted the merchant as this is often the quickest way to resolve your transaction problem.
