Planned maintenance
To ensure we continue to deliver excellent service to our customers we’re carrying out some planned upgrades to our systems. As a result, Online and Mobile Banking is unavailable to customers from 8pm on Saturday 22nd until approximately 8am on Sunday 23rd. For any urgent queries during this time please call our Customer Service department. Sorry for any inconvenience.

Disputed transactions and Chargebacks

I've paid for a flight or holiday but the company have ceased trading
If the retailer is offering a refund or if you have protection with ATOL or ABTA, we’d ask you to give them the opportunity...
How do I query a transaction?
If you don’t recognise a transaction at all, please visit our unrecognised transactions page for more information.
...
I don't recognise a transaction on my statement
If you don’t recognise a transaction on your account, you can contact us for assistance. It’s worth considering a couple...
I've purchased goods or services but not received them, can I claim my money back?
If your dispute is about a holiday or trip, then please visit our travel pages.

If you weren’t given a specified...
I’ve not received a refund from a company I purchased goods and services from
If you’ve not received a refund that you’re due from a retailer then we may be able to reimburse you with a chargeback....
How do I cancel a subscription?
If you have a recurring payment or subscription coming out of your credit card or current account that you’d like to cancel,...
I’ve noticed a duplicate transaction on my account
If you’ve been charged twice for the same purchase by mistake, we may be able to reimburse you with a chargeback.
...
I bought something but it is faulty, damaged or not as described
Please try and contact the retailer first to resolve the dispute. If something you bought was delivered damaged, you must...
List of Common Retailers
Below is a list a of common retailers and their trading names to help identify transactions on your statement.
...
I've been charged the wrong amount
If you’ve been charged the wrong amount we may be able to reimburse you via Chargeback. So we can help you as quickly...

Need some help?