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Introduction



An overview on how to query a transaction

Occasionally, something might appear on your statement that you disagree with or want to query.

There are several explanations for this:

  • You might have cancelled the order that the transaction relates to
  • There might be a charge you weren’t expecting, or a charge for a product you still haven’t received
  • You may have been billed more than once for the same transaction
  • You may have received an unexpected charge from American Express
  • There may be a transaction recorded that you have no recollection of

Whatever the reason, this is where you can get help.

Log in to your Account to help us identify the exact nature of your query and begin taking the appropriate steps to help resolve it.

Suspect fraud?
If you suspect fraudulent activity on your Account, please call the number on the back of your Card straight away.
The process



How it works

If you have a query about a transaction on your statement, click on the link below and we’ll help you try and resolve it.

Timings
Once you have submitted your query and provided us with as much information as you can, we’ll confirm via email that we’ve received your enquiry.

We will then contact you by phone by the end of the next working day to discuss your query further.

Depending on the circumstances, we’ll suspend the transaction and any interest incurred. Please note that interest relates to Credit Cards only.

We’ll do our best to resolve the issue quickly, but please bear in mind that some major disputes can take up to eight weeks to resolve.

Possible outcomes
If the outcome is in your favour, we’ll make sure that any suspension we applied to the transaction you originally queried is made permanent.

However, if the transaction is found to be valid, we will put it back in your statement. We’ll also send you all the supporting documentation validating the transaction.

Suspect fraud?
If you suspect fraudulent activity on your Account, please call the number on the back of your Card straight away.
FAQs



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.

Suspect fraud?
if you suspect fraudulent activity on your Account, please call the number on the back of your Card straight away.