The challenging times we’re all experiencing means we’re getting a lot more calls than usual and our call times are longer. So we can support people in the most vulnerable situations, we ask that you only call us if your enquiry is urgent. You can still use our online and mobile banking services and our automated service.

Cancelled Events

As part of the rules the Government has put in place to help with the coronavirus emergency, any public gatherings are now banned. This has meant that sporting events, concerts and productions are now being cancelled. Many of them, like the Grand National and Glastonbury Festival, are iconic moments in our national calendar so it’s disappointing that they can’t now take place. 

This information will help you understand your consumer rights and how you can get your money back if you’ve paid for events that have been called off. If you are unable to get a refund then we may be able to make a claim on your behalf. 

Am I entitled to a refund for cancelled events?

If you’ve bought a ticket for a cancelled event from an official seller, you may be entitled to a refund from them. You may not get back any additional costs paid such as postage or booking fees. The same rule should apply to entry fees if you’ve paid to take part in an event or competition, such as a marathon or cycling race, but you’ll need to check with the event organiser’s terms and conditions.

If you have bought tickets through a ticket reseller, you will need to check their terms and conditions to see if you will get your money back. Please consider these refunds may be taking longer than expected due to knock on impacts of Coronavirus. 

What if the event has been postponed?

If the organisers are planning to move the date of the event, your tickets should be valid for the new date. If you can’t make the new date, you can request a refund from the ticket retailer, but you will need to check your booking terms and conditions.  Again, you are unlikely to get back any postage costs or booking fees. Refunds from ticket-reselling websites will also depend on their own terms and conditions. 

Can I get my travel and hotel costs back?

If your event has been cancelled but you also booked travel and accommodation to attend, get in touch with the organisations you booked with to see whether the service is still available. You may be able to get a refund or rebook for a later date. 

Packages with flights, hotels and event ticket included may be covered under your travel insurance. 

Will I get my money back if I cancel my own event?

Cancelling or postponing a personal event, such as a party or wedding, will depend on what agreements you have with your suppliers. Speak to your venue, caterers, etc. about your options. You may not get your deposit or other payments refunded if you cancel completely. If your supplier cancels, you may be entitled to a refund. This will depend on the terms and conditions of your booking.   

If you have wedding insurance, check your policy or speak to your insurance provider about what you can claim.

What can I do if a supplier won’t give me the refund I’m entitled to?

If you paid on a credit or debit card, you can raise a payment dispute. You can make a claim if you believe that you have paid for an item or service that has not been delivered or was not as described. You may be able to claim for refunds not received and where merchants aren’t following their terms and conditions. Find out more about payment disputes here.  

If I paid on a credit card, am I protected?

If you paid by credit card you do have some additional protection. Section 75 of the Consumer Credit Act makes your credit card provider jointly liable for any breach of contract. This could include event cancellation.  

The item must be worth more than £100 and less than £30,000, and cover can also depend on whether the purchase was made for yourself or on behalf of someone else. You can find out more about Section 75 and how to make a claim if you have a credit card with us here.