I was expecting a refund but nothing has appeared on my statement.

If you’re expecting a refund and it hasn’t shown up on your statement‚ this is where you can find out exactly how we can help you. Below are the four stages of this process:
 
Stage 1 - YOU CONFIRM  
Firstly‚ you need to confirm your query by going through our checklist of common reasons for missing refunds – often, your query can be resolved right here.
 
Stage 2 - YOU CONTACT US  
Couldn’t find your answer? This is where we come in.
 
Stage 3 - WE CLARIFY  
You’ve reported your query‚ we’ve taken over – this is what happens next.
 
Stage 4 - WE CONCLUDE  
Here‚ we explain what the possible outcomes of your query will be.
 
 

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