What's a disputed transaction and how do I raise one?

Disputed transactions are when a payment’s been taken but you haven’t received the goods or services as expected, or you’ve been overcharged for those goods or services.

Disputed transactions aren’t the same as fraudulent transactions. Fraudulent transactions are when you’ve been charged for something that you haven’t purchased or authorised.

How do I dispute a transaction?

You should start by contacting the company who took the payment to see whether they can resolve the issue.

Please give them 14 days to offer a solution – you’ll need to show that you’ve done this if you decide to take the dispute further. If, after 30 days, you still haven’t received the goods or services you paid for – or haven’t had a refund for any extra payments taken – and you’d like to take the dispute further, please let us know.

When you contact us, it would be helpful if you could include any evidence of your communication with the company (and their responses) to help us get to the bottom of the issue sooner.

If you think the transaction may be the result of fraudulent activity, please contact our customer services team.