If you think a transaction or amount on your billing statement might be incorrect, you should make a few quick checks. These often resolve an apparent mistake or rule out attempted fraud:
- Search online to check the retailer name on your statement isn’t another name for a retailer you’ve made a purchase from.
- If it’s an online purchase (i.e. .co.uk or .com) check your email inbox and junk folder for an email confirmation from the company.
- Is it a monthly or yearly subscription?
- Check the exchange rate used, if the charge is not what you expected.
- Contact the retailer listed on the statement direct. Often this is the quickest way to check and resolve any issue.
If after making these checks you still don’t recognise the charge, you can raise a dispute, which we’ll work with you to resolve as quickly as possible.
Raise a dispute using Online Services
Step 1 – Log in to Online Services using your existing Account details.
Step 2 – Select the transaction you want to query from your statement page.
Step 3 – Select ‘Have a question about this charge?’
Step 4 – Choose the type of inquiry you have and answer the questions.
Step 5 – When you reach the ‘Inquiry Complete’ page you will receive a confirmation message.
Step 6 – You can then see your raised dispute in your disputes activity at the top of your billing statement. You can cancel this at any time.
Set up an Online Account
If you don’t already have one, set up an Online Account here, by clicking on ‘Create New Online Account’. It’s quick and easy.
Raise a dispute by telephone
If you can’t use our Online Services, contact our Customer Care Professionals, by clicking the appropriate Customer Services tab. They will investigate your dispute for you.
Dispute resolution notes
- You need to wait for a charge to be posted on your Account before you raise a dispute, as the amount on a pending charge could change.
- We may need to ask you for proof that you have contacted the retailer in an effort to resolve your dispute.
- Investigations can take up to 6-8 weeks, and we’ll let you know if we need you to provide supporting documentation.
- We’ll send a confirmation letter to your billing address once your dispute has been resolved and closed.
These have a slightly different authorisation process, and so may not appear in your pending transactions.