Dispute a payment
We know everything doesn’t always go to plan when you buy something. We’re here to help when you’re not happy with a transaction. If you’ve been charged for a subscription you don’t want, you can instead cancel a recurring payment.
On this page we explain:
Do you think you’ve been the victim of fraud?
Contact us immediately if you’ve investigated a transaction on your account and you’re worried it’s fraudulent.
You can dispute any payments for goods or services you bought with your card. This can be for anything, such as electronics, holidays, or building work.
If you paid using cash, cheque or bank transfer, unfortunately we can't try to get a refund on your behalf. You can dispute with the seller, and you may be able to make a small claim.
We cannot dispute a pending transaction on your behalf
Whilst we can look into a pending transaction that you don't recognise or one that's potentially fraudulent, if you recognise a transaction, but there’s a different problem, talk to the company you paid first – if they can’t or won’t put it right, get in touch with us once the payment has gone through.
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Dispute a one-off card payment
What you need to do next depends on what you bought with your card.
When to dispute with the seller first
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You didn’t receive the goods or services at all, or they were cancelled ahead of time
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Or you asked for a refund within the correct time frame but the seller wouldn’t give you one, or only gave you a partial one
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Or the goods or service were not as described – they were faulty, not of the same quality, or not explained properly.
When to request a chargeback
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You’ve tried to dispute with the seller first and you’ve waited at least 15 calendar days since you disputed with the seller
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Or the goods are counterfeit – you’ll first have to get proof that they’re counterfeit.
You must follow the relevant process otherwise we cannot dispute your payment
Please make sure you follow the process that applies to your payment before disputing with us. Otherwise we unfortunately won’t be able to help you.
Dispute a payment with the seller
There are a few things you need to do when you want to dispute a payment with the seller. Before starting, make sure you keep a record of how and when you try to contact them, and what they say. You’ll need this later if you can’t resolve the dispute directly with the seller.
First, check the T&Cs of the purchase
The rules around when you’re entitled to a refund can vary depending on the type of goods or service you bought. But we know you don’t always get a set of T&Cs. And even when you do, they’re often complicated.
You can try to dispute a payment even if you don’t have or understand the T&Cs, or you’re not sure if you’re entitled to a refund. As a gesture of goodwill, some sellers may still give you a refund or resolve the dispute another way, such as offering an exchange or credit.
If you need more guidance, you can also get help and support from Citizens Advice.
Then, try to resolve the dispute with the seller
Many sellers will do their best to help resolve your dispute in good time. You should be able to find their contact details by searching online. If the seller has gone into administration, you may need to contact the liquidator instead.
We understand that some sellers won’t co-operate with you. Unfortunately, you will need to try to resolve the dispute with them before you can try to resolve the dispute through us.
You don’t need to try to resolve the dispute with the seller if you received counterfeit goods.
Dispute a payment involving counterfeit goods
If you’re disputing a payment because the goods you received were counterfeit, you’ll need to get proof that they’re counterfeit.
Getting proof of counterfeit goods
You can get proof that the goods are counterfeit from the real manufacturer, or from an organisation which has the legal power to declare that goods are counterfeit.
Once you have the proof, you can request a chargeback.
You can also contact Citizens Advice or view their help guide to get more advice on counterfeit goods.
You can ask us to try to get a refund for your transaction on your behalf. This is also called requesting a chargeback. You'll just need to complete a form with information about your dispute.
If you paid over £100 but less than £30,000 on your credit card, you can make a Section 75 claim instead.
When to request a chargeback
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You’ve tried to dispute with the seller first and you’ve waited at least 15 calendar days since you disputed with the seller
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Or the goods were counterfeit and you’ve got proof of this.
To request a chargeback:
- You must have made the payment with a Co-operative Bank card
- It must usually be less than 120 days since you made the payment, or since the goods or service were due to be delivered (whichever is latest).
How to request a chargeback
Please select the type of dispute most relevant to you and follow the instructions.
You didn’t or won't receive the goods or service at all
You can dispute a payment when you didn’t receive the goods or service at all. For example, if they never arrived or if the seller cancelled the service before it happened.
Please note, before you request a chargeback you’ll need to give the seller at least 15 calendar days to resolve the dispute first. Follow our guidance on disputing with the seller first.
Gather the details of the purchase and the dispute
To complete your dispute you’ll need to have some details handy, including:
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The payment amount and date
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Why you’re disputing the payment
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How you’ve tried to dispute the payment with the seller.
Call us to dispute the payment
Make sure you've got all of the details above, and call us on:
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03457 212 212 for debit card customers
- 0345 600 6000 for credit card customers.
Your goods or service were not as described, or counterfeit
You can dispute a payment if the goods or service were not as described. For example, if they were faulty, counterfeit, not of the same quality, or if you feel the seller misrepresented them in some other way.
Please note, before you request a chargeback you’ll need to give the seller at least 15 calendar days to resolve the dispute first, unless the goods are counterfeit. Follow our guidance on disputing with the seller first.
Gather the details of the purchase and the dispute
To complete your dispute you’ll need to have some details handy, including:
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The payment amount and date
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Why you’re disputing the payment – please include a copy of the T&Cs if possible, and include as much detail as possible about the goods or service and how they were not as described
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How you’ve tried to dispute the payment with the seller, unless the goods were counterfeit.
Complete our dispute form
Make sure you have everything to hand and provide accurate information. We’ll send you a response within 28 calendar days.
Complete our online form (PDF)
Contact us if you need help
If you’re not sure what information to include for certain form fields, you can call us on:
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03457 212 212 for debit card customers
- 0345 600 6000 for credit card customers.
Call charges apply.
You didn’t receive a refund, or received at least £10 less than you expected
You can dispute a payment if you asked for a refund but you didn’t receive one at all, or you were refunded at least £10 less than you expected.
Please note, before you request a chargeback you’ll need to give the seller at least 15 calendar days to resolve the dispute first. Follow our guidance on disputing with the seller first.
Gather the details of the purchase and the dispute
To complete your dispute you’ll need to have some details handy, including:
-
The payment amount and date
-
Why you’re disputing the payment
-
How you’ve tried to dispute the payment with the seller.
Complete our dispute form
Make sure you have everything to hand and provide accurate information. We’ll send you a response within 28 calendar days.
Complete our online form (PDF)
Contact us if you need help
If you’re not sure what information to include for certain form fields, you can call us on:
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03457 212 212 for personal debit card customers
- 0345 600 6000 for credit card customers.
Call charges apply.
Can’t find information relevant to you?
You can read about questioning a transaction or cancelling a recurring payment.
Or if you still can’t find what you need, please contact us.
What happens next
We’ll be in touch to keep you updated at each step of the process, and if we ever need any more information from you. Most chargeback requests are resolved within 31 calendar days, but some cases can take much longer than this.
If the seller’s bank declines the chargeback
- If their bank declines the chargeback we may contact you again for more information if needed, or to advise whether or not we can continue with the dispute
- Once a decision has been made whether we are able to continue with the dispute, we’ll advise you of any next steps as the dispute progresses.
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