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Goods I paid for on my debit or credit card did not arrive

The best place to start if you've not received goods or services you've paid for is by contacting the company you bought them from. But we realise this is not always possible, for example if the company has gone out of business. If you can't resolve the issue with the retailer, we may be able to help.

You have 20 minutes to complete our dispute form before the session expires. Therefore it would be really helpful if you had the following information ready to hand before completing the form:

  • the name of the company you paid as shown on your statement
  • the date and amount of the payment you are disputing
  • a description of the goods or services you expected to receive 
  • details of any contact you may have had with the retailer to resolve your dispute

It’s worth noting you will need to submit multiple forms if you are raising a dispute against more than one retailer/supplier or more than ten payments in total. 

If you find yourself in a situation where you need to claim both a full and partial refund against the same retailer, you will need to complete a separate form for each claim.

Start a claim for missing goods or services paid for by credit or debit card.