We’ll try to do this within five working days. We might need more info from you, so if you don’t hear from us check your junk/spam folder.
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Dispute a transaction
Let us know about your dispute
Before you begin
Retailer contact OpenClose
You need to give the retailer a chance to put things right
We're unable to help unless you have tried this first. They'll usually solve a dispute much quicker than we can - give them at least 14 days to resolve things for you.
Pending payment OpenClose
Check that the payment isn't still pending
Check your statement or mobile app to make sure the payment isn’t pending. It can take a few days to go out of your account. Remember, we can’t raise a dispute for you if the payment is still pending.
Check your payment OpenClose
Check when you made the payment
Each dispute is different – MasterCard and Visa set the rules we have to follow. If the payment was less than 120 days ago we can look into it for you.
What you need OpenClose
Gather the right info
There’s a simple form to complete. You’ll need the following: your account details, the company or retailer name you made the payment to, the amount and date of the payment.
What happens after you raise a dispute claim?
We'll do some checks first. We'll then get in touch with MasterCard or Visa. The company or retailer will be given a chance to have their say.