Ask a question

There’s a problem with the goods or services that I’ve received

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

My issue relates to a debit card transaction

We can help you to resolve the following issues:

  • They’re faulty
  • You think they’re counterfeit (fake)
  • The goods aren't as described
  • The services aren't as described
  • They’re different to how they were advertised
  • The quality of the product was different to what was advertised
  • Your dispute relates to binary trading

If you need help with any of the above 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 “There’s a problem with the goods or services that you’ve received” 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

The best place to start if the goods you have received are not as expected is by contacting the company you bought them from.

But we realise it's not always possible to resolve a dispute directly with the retailer or supplier. If you can't resolve the issue we may be able to help you and start a claim.

What we need from you

You need to be as detailed as you can when explaining your dispute. This will help make sure all the facts are available to us when we review your claim and prevent unnecessary delays. It would be helpful if you could send us the following information:

  • A detailed explanation of why you are raising a dispute, including a description of the goods that were expected compared to what was received, damaged or faulty.
  • The date you received the goods and their current location
  • Proof of purchase such as an order confirmation, receipt or invoice
  • Copies of an email or letter correspondence between yourself and the retailer (if you have spoken over the phone or in person, please tell us what was said)

Email us as quoting the last 4 digits of your long 16 digit credit card number and full name.

It's worth noting that depending on the nature of your dispute, you many be asked to provide an expert opinion on headed paper from an individual or organisation that is qualified in the area of the item in question, which clearly identifies the goods were not as described at the point of sale. This will need to be done before you attempt to return the goods back to the retailer or supplier.

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.