If none of the possibilities in Stage 1 applied to your query‚ you should contact us as soon as possible.
Just call your dedicated Statement Queries team. They're available to help between 8am and 5pm weekdays on 0800 917 8047 or +44 (0)1273 696933.
Should you need assistance outside of the above hours, just leave a contact number. The Statement Queries team will call you back at the first opportunity.
We will then take over the investigation for you‚ which means:
As soon as your query has been validated‚ we will credit the queried charge back to your account for the duration of the enquiry.
Your credit limit will remain the same‚ so you can continue using your card as normal.
We will contact the company in question immediately on your behalf for proof of the transaction.
We will keep you updated of our progress‚ but you can contact us at any time if you have concerns.
Please note that‚ although we can often resolve things in a matter of days‚ this can in some cases take several weeks and occasionally longer – we will‚ of course‚ keep you informed the whole way through.