Credit card disputes customer claim form
If your travel has been disrupted by coronavirus use our handy travel disruption tool before completing this form to check this is the right option for you.
This form is to help you make a claim on a credit card purchase you've made. Please fill in the below form to allow us to review and process your claim. We may need to get in touch with you for supporting documents, so please check that the form is filled out with accurate and up-to-date information. Failure to provide accurate information will impact the outcome of your dispute and our ability to recover your funds.
If you have already submitted a claim to us, via this form or our telephony service, there is no need to submit another form. We aim to review all claims within 10 working days and we will get in touch with you if we require any further information or if we have any updates.
If your dispute relates to travel services that the merchant has cancelled and are unable to provide, please ensure that you are selecting 'I have purchased goods or services that I have not received' and are ticking 'Yes' to 'Does your dispute relate to travel services?'. This will help us capture all of the information that we require to review your travel claim.
Please be aware that in most instances we will need you to try and resolve with the merchant before raising a claim with us. Please provide information on your attempts to resolve with the merchant when completing the form.
This form cannot be used to dispute suspected fraudulent transactions - if you don't recognise a payment that has been made using your credit card, please contact our telephony team using the number on the back of your card.
You need to make a claim for a chargeback within a set time period, usually around 4 months from the date of purchase, or from when the goods or services were expected to be received. If it's been more than 8 weeks since that date, please call us on 0345 944 4555 or +44 1733 573 189 (from outside the UK). Lines are open 7am to 11pm, seven days a week. Further details on your chargeback rights and additional protection for credit card purchases under Section 75 of the Consumer Credit Act are available in the Travel FAQs.
If it's been less than 8 weeks, please continue to complete the details below.
Calls and online sessions may be monitored and/or recorded for quality evaluation, training and to ensure compliance with laws and regulations. Not all Telephone Banking services are available 24 hours a day, 7 days a week.