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I’ve cancelled or returned the goods or services, but haven’t received a refund

Please choose from the drop down below for information on how to resolve.

My issue relates to a debit card transaction

If you’ve cancelled or returned something (within the allowed time frame), or the retailer agreed to give you a refund, and you haven’t received it. There’s no need to call as we’ve created a simple online form (opens in a new window) to make resolving this as smooth as possible.

Open the form and select “You’ve cancelled or returned the goods or services, but you haven’t received a refund” and then follow the on screen prompts. The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim. In light of the recent outbreak of coronavirus, we’re working through a large volume of claims, we aim to review your case and any documentation within 45 working days (excludes Saturdays, Sundays and Bank Holidays). Simply use our online form. (opens in a new window)

My issue relates to a credit card transaction

If you’ve cancelled or returned something (within the allowed time frame), or the retailer agreed to give you a refund, and you haven’t received it. You should attempt to contact the retailer first to resolve.

If you need further support you can chat with the Retail Disputes team through our Secure Messaging Service in the mobile app. They are available from Monday to Friday 8am-6pm and Saturday 9am-1pm. Please log into your Mobile App and select ‘message us’ and type Dispute 909.