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Unrecognised or suspicious transactions
We’re here to help. There can be a number of explanations for a transaction that you don't immediately recognise. Please see our dedicated pages for more information.
Get help identifying a transaction with our list of common retailers
Want to dispute a debit card transaction?
If there is an issue with a purchase you recently made with your debit card, we may be able to help you get your money back. We've created a simple online form to make raising a dispute as smooth as possible.
Before you raise a claim
- 01
Have you contacted the retailer?
The first step in making a claim is speaking to the retailer to see if they can resolve the issue for you. The retailer may have made a mistake and this will give them the opportunity to resolve the dispute for you. We can't help you unless you’ve done this. The retailer may be a person, company or business.
If the payment was made through PayPal, please refer to their dispute process for details on how to make a claim.
- 02
Can you see the transaction in your account?
In order for us to help, the transaction will need to have been processed by the retailer, and be visible on your bank statement or your account transactions through Online Banking or the Mobile app. We can't raise a dispute for any pending transactions.
A quick way to find out if the transaction is pending is through your mobile app. When in the app, select the relevant account and tap “My transactions”. Any pending transactions will show at the top under ‘pending’.
- 03
How long ago was the transaction made?
We can help you with transactions that were made in the last 4 months. In some cases, we may be able to look into older transactions.
- 04
Was it a debit card transaction?
If so, you're at the right place. If you need to dispute a transaction made using a credit card, for goods or services (including flights or holidays) that were not received, please raise a claim using our Credit Card disputes form.
Find out more about common transaction issues and how we can help.
Getting started with your claim
If you have contacted the retailer and they were unable to assist, we can raise a dispute for you.
Here's what we'll need:
- The retailer name
- The transaction amount and the date
- Please remember to ensure the transaction is not pending and has debited your account
- Your account details
For some disputes we may also need
- Evidence of your attempts to cancel the transaction or return the goods.
This could be contact with the retailer, or a courier tracking number. - A receipt or invoice.
- The retailer's terms and conditions.
- Evidence of the retailer rejecting your dispute.