Credit card disputes form

How to make a claim

We can help you make a claim if you’ve been unable to resolve directly with the merchant. Please complete the form below with accurate and up to date information so we can get in touch with you if we need any supporting documents. If you don’t provide this, it may impact on the outcome of your dispute and our ability to recover your funds.

When to make a claim

You need to make a claim for a chargeback within a set time period, usually around 4 months from the date of purchase, or from when the goods or services were expected to be received. 

  • If it's been more than 8 weeks since that date, please call us on 0345 964 5645 or +44 173 357  4121 (from outside the UK). Lines are open 7am to 11pm, seven days a week. Further details on your chargeback rights and additional protection for credit card purchases under Section 75 of the Consumer Credit Act are available in the Travel FAQs.
  • If it's been less than 8 weeks, please continue to complete the form below.

What happens after making a claim

We aim to review claims within 5 working days and we’ll get in touch with you if we require any further information or if we have any updates.

Dispute details

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

I have purchased goods or services that I have not received (including flights, holidays etc...).

 

Goods / Services not received

Sorry, we're unable to proceed with your claim.

To help you dispute this payment we need you to first try and contact the merchant. If the merchant has failed to provide contact information, is not responding, or has ceased trading please tick 'Yes'.

 

Sorry, we're unable to proceed with your claim.

If the merchant is willing to assist then we advise that you attempt to resolve the dispute with them in the first instance. If you are unable to get in contact with the merchant as they have failed to provide contact information or are not responding, please tick 'Yes'.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£

Goods/Services Not Received - Travel Services

Within the boxes below, please provide a full breakdown of your attempts to resolve with the merchant. We will require dates of contact, contact method used (e.g. Email) and a summary of the merchant response.

Please populate every field that is applicable to the travel services that you have purchased. Ensure that you are providing as much detail as possible as this will mean we are less likely to contact you for further information. If you have any evidence that you feel may assist with your dispute then please let us know.

What we need you to tell us on this form: 

  • Package holiday or flight with accommodation, we need to know: If travel service was included e.g. flights, name of accommodation, description of accommodation e.g. all inclusive villa, where accommodation is, have you been offered/accepted vouchers from the merchant.
  • Flights only, we need to know: flight no, single or return, departure/return dates, airport going from & to, any extras e.g. luggage/leg room.
  • Accommodation, we need to know: What is the name of your accommodation, location of accommodation (country/area), start and end date. Description of what it included e.g. meals/half board/full board/self catering), holidays: extra car hire/excursions.
  • Other services e.g. car hire, we need to know: date due to receive these services, why didn’t receive service.
  • Liquidation, we need to know –  Is your trip covered by ATOL/ABTA, this is often found at bottom of your booking receipt, have they confirmed they won’t cover your claim, how you became aware you wouldn’t get a refund.
  • Vouchers, we need to know – have you been offered/accepted vouchers from the merchant.

For all claims please tell us

  • What was the method of contact?
  • When was your last attempt to communicate with the merchant?
  • Please provide a brief summary of the merchant’s response? (If No response, please specify)

 

Day
Month
Year
Day
Month
Year

Why we need this information: – The information provided helps us raise a claim with the travel provider, without this information we won’t be able to help you & your claim may be rejected.

  • Provide details of who cancelled the trip, if it was the provider or yourself
  • How and when were you notified, if you cancelled did the cancellation rights allow this.
  • You should include the flight number

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£
Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£

Goods/Services Not Received - Goods

  • What was the method of contact?
  • When was your last attempt to communicate with the merchant?
  • Please provide a brief summary of the merchant’s response? (If No response, please specify)
  • Describe the goods you ordered e.g. the make, colour, size and quantity.
  • Provide the delivery address for the goods.

Please note: If your dispute relates to travel, select Yes to the Travel Services question at the top of this form

Day
Month
Year

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£

Goods/Services Not Received - Services

  • What was the method of contact?
  • When was your last attempt to communicate with the merchant?
  • Please provide a brief summary of the merchant’s response? (If No response, please specify)
  • Describe the services you ordered e.g Netflix, Amazon, consultancy work, binary trading.
  • Provide the delivery address for the goods

Please note: If your dispute relates to travel, select Yes to the Travel Services question at the top of this form

Day
Month
Year

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

I have received goods or services that are not as described or of the expected quality.

 

Sorry, we're unable to proceed with your claim.

To help you dispute this payment we need you to first try and contact the merchant. If the merchant has failed to provide contact information, is not responding, or has ceased trading please tick 'Yes'.

Sorry, we're unable to proceed with your claim.

We can only dispute the payment once the merchant has been contacted and confirmed they are unwilling to assist.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£

Goods/Services Not as Described - Goods

  • What was the method of contact?
  • When was your last attempt to communicate with the merchant?
  • Please provide a brief summary of the merchant’s response? (If No response, please specify)
  • Describe the goods you ordered e.g. the make, colour, size and quantity.
  • Provide the delivery address for the goods.

Please select the travel option to tell us about travel services / holidays you have not received.

 

Day
Month
Year
Day
Month
Year
Day
Month
Year

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£

Goods/Services Not as Described - Services

  • What was the method of contact?
  • When was your last attempt to communicate with the merchant?
  • Please provide a brief summary of the merchant’s response? (If No response, please specify)
  • Describe the services you ordered e.g Netflix, Amazon, consultancy work, binary trading.
  • Provide the delivery address for the goods

Please select the travel option to tell us about travel services / holidays you have not received.

 

Day
Month
Year
Day
Month
Year

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

I did not receive my cash from an ATM abroad.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

I have been charged incorrectly (incorrect amount / more than once).

Within the boxes below, please provide a full breakdown of your attempts to resolve with the merchant. We will require dates of contact, contact method used (e.g. Email) and a summary of the merchant response.

 

Sorry, we're unable to proceed with your claim.

To help you dispute this payment we need you to first try and contact the merchant. If the merchant has failed to provide contact information, is not responding, or has ceased trading please tick 'Yes'.

Sorry, we're unable to proceed with your claim.

We can only dispute the payment once the merchant has been contacted and confirmed they are unwilling to assist.

 

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

I have cancelled a booking / order / service and I am still being charged.

 

Sorry, we're unable to proceed with your claim.

To help you dispute this payment we need you to first try and contact the merchant. If the merchant has failed to provide contact information, is not responding, or has ceased trading please tick 'Yes'.

Sorry, we're unable to proceed with your claim.

We can only dispute the payment once the merchant has been contacted and confirmed they are unwilling to assist.

 

I have cancelled a booking/order/service and I am still being charged - Goods

Within the boxes below, please provide a full breakdown of your attempts to resolve with the merchant. We will require dates of contact, contact method used (e.g. Email) and a summary of the merchant response.

 

Day
Month
Year

Please ensure the contact email address and mobile phone number you provide are the details that we hold for you, as they may be used to contact you regarding this claim.

To check what details we hold you can visit  - https://www.bankofscotland.co.uk/helpcentre/manage-your-details/update-your-phone-number.html.

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£
Day
Month
Year
Day
Month
Year

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

I have cancelled a booking/order/service and I am still being charged - Bookings and Services

Within the boxes below, please provide a full breakdown of your attempts to resolve with the merchant. We will require dates of contact, contact method used (e.g. Email) and a summary of the merchant response.

 

Day
Month
Year

Transaction details

Please provide these details exactly as they appear on your statement.

Day
Month
Year
£
£
Day
Month
Year
Day
Month
Year

Your personal data will only be used for the purposes of reviewing and servicing your dispute. For further information about how we use your personal data please visit https://www.bankofscotland.co.uk/privacy.

 

If you decide to change any of your answers in the drop down above please refresh the page first to ensure your information is accurately recorded.

 

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