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I have a problem with a debit or credit card purchase / payment

If you’ve made a purchase using your debit or credit card we might be able to help you if any issues arise.

The first step should always be to contact the retailer or company involved as this is often the quickest way to resolve any problems. If you’ve been unable to resolve directly with the retailer, we may be able to help using the Visa and Mastercard Chargeback schemes.

Please choose from the drop down below for further information.

My issue relates to a debit card transaction

We can help you to resolve the following issues:

  • There’s a problem with a subscription or a recurring transaction
  • You haven’t received your goods or services (including flights or holidays)
  • You were charged more than once, or the wrong amount
  • You used your debit card or a cash machine abroad, but there was an issue
  • There’s a problem with the goods or services that you’ve received

If you need help with any of the above, there’s no need to call as we’ve created a simple online form (opens in a new window) to make resolving this as smooth as possible.

Open the form and follow the on screen prompts. The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim. In light of the recent outbreak of coronavirus, we’re working through a large volume of claims, we aim to review your case and any documentation within 45 working days (excludes Saturdays, Sundays and Bank Holidays). Simply use our online form. (opens in a new window)

My issue relates to a credit card transaction

We may be able to help you with the following:

  • There’s a problem with a subscription or a recurring transaction
  • You haven’t received your goods or services (including flights or holidays)
  • You were charged more than once, or the wrong amount
  • You used your debit card or a cash machine abroad, but there was an issue
  • There’s a problem with the goods or services that you’ve received

Please visit our Card Payment Support (opens in a new window) page where you’ll find more information about the options available to you, next steps to take and access to any online forms for submitting a claim.