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I have been further charged by a car hire company, hotel or cruise ship. What can I do?

If you have seen a further charge on your statement from a car hire company, hotel or cruise ship, the best place to start is by contacting them directly. They may be able to give you a reason why the charge has been taken.

But we realise it's not always possible to resolve a dispute directly with the retailer or supplier. If you believe the retailer should not have charged you further, or are unsure why they did, we may be able to help.

What we need from you

It would be really helpful if you had the following information ready before contacting us:

  • The name of the company you paid as shown on your statement
  • The date and amount of the payment you are disputing
  • Details of any contact you may have had with the retailer to try and resolve your dispute

You can have a chat with the Retail Disputes team, who are available from Monday to Friday 8am-8pm and Saturday 8am-6pm.

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