Frequently asked questions
How long does it take to resolve a query?
Depending on the circumstances of the enquiry, we’ll suspend the transaction and any interest incurred by the end of the next working day. Then we’ll work hard to reach a speedy resolution. It could take a few days or, in some cases, up to eight weeks. Please note that in order to be fair to the retailer or service provider concerned, we are obliged to give them up to 45 days to respond to a query.
What happens while you’re investigating my query?
If you have a Charge Card, you’ll receive a temporary credit while the query is being looked into. If you have a Credit Card, we will temporarily suspend the queried charge, meaning you won’t accumulate any more interest on it. Unfortunately, we won’t be able to credit your Account with any amounts already collected by Direct Debit or that are due to be collected imminently.
Depending on the outcome, the temporary credit on your Charge Card will be made permanent or removed– either because the retailer or service provider has reimbursed you or because we found that the charge was valid.
Similarly, for Credit Cards, the charge suspension will either be made permanent or cancelled, depending on the outcome.
How will I know when my query has been resolved?
We will inform you immediately by phone or in writing.
Is there a time limit on querying charges?
Yes. Usually, we can’t investigate a charge more than three months after it has appeared on your statement.