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Problem with a transaction

Firstly, don't panic

In many cases transactions turn out to be genuine and people simply don't remember. We suggest a quick double check to make sure it's not something you actually know about and agreed to.


Is the transaction on your account?

Check your account online. If you don't have online access you can easily sign up to manage your account online.

Do you recognise the transaction or amount?

Check receipts, it's easy to confuse similar amounts. If you have additional cardholders on your account, check to see if they authorised the transaction.

Can you call the retailer / merchant?

Most retailers/merchants are happy to help if a mistake has been made. You may find their contact details on your receipt or the internet.

Have you been a victim of a scam?

If you believe you've been a victim of a scam let us know using the additional information box on the dispute form below. If you need any more information on scams or how to protect yourself, please visit this page.

Raising a dispute

If you think there's something wrong with a transaction you'll need to complete a disputes form so that we can look into it for you.

If your dispute is about a travel company that is no longer trading, this is the form you needopens in a new tab

Otherwise you'll find a link to the form under this important information.

  • Remember to get in touch with the company that took the payment first, to see if they can help.
  • If they can't help, complete all five sections of this form and remember to include any other documents that will help us find out what's happened.
  • Send it to us by attaching it to an email to Please don't use the Adobe file-sharing option, we won't get it if you do. You can also post it to us if you prefer.

You can download the form hereopens in a new tab

You'll need Adobe Readeropens in a new tab to complete this form - it's free.