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I haven't received my goods or services (including flights or holidays)

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

My issue relates to a debit card transaction

If you’ve paid for goods/services that didn’t arrive, or for flights or a package holiday that you haven’t received. 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 haven’t received your goods or services (including flights or holidays)” 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

Before you begin, the first step in making a claim is speaking to the retailer to see if they can resolve. If you are unable to contact the company please continue.

If you have a claim against one retailer or more you will need to complete multiple forms.

Please have the following information ready:

  • The name of the retailer
  • The date and amount of the transaction(s)
  • The description of the goods/services ordered

Simply use our online form. (opens in a new window) Please note, the form will expire after 60 minutes.