Disputing a credit card payment.

If you see a credit card transaction which you do not recognise or is unauthorised on your account, we can help. Read more information on what you can do and how we can help you with disputed payments on your Halifax credit card.


What counts as a payment dispute?

There are a number of reason why you might want to dispute a credit card payment.  Here's a list of the most common credit card disputes that customers have claimed for.

Common examples of payment disputes include:

  • When you haven’t received the item paid for
  • Where the item or service received was not as described
  • Where a service has been paid for and not received
  • Where you have been charged twice for the same product or service.

Things to consider - Payment dispute claims are  not covered where you have changed your mind about buying a product or service.


How can my credit card help?

In certain circumstances, if you have a dispute with a credit card purchase, you could be refunded for the transaction.

As a credit card customer you are protected by Section 75 of the Consumer Credit Act 1974 or the regulation for Chargebacks under Mastercard, Visa, and Amex.

For more information see our frequently asked questions


Payment disputes - next steps

If you don't recognise a payment on your credit card statement, there are a few things you can do to check if payment is genuine.

 In the first instance, you should try to:

    • Check online for the company name if you don’t recognise a payment
    • Check for any expected purchases with another company e.g. Amazon, eBay, PayPal
    • Contact the company to resolve.

If you are still unable to identify the payment or resolve the payment dispute with the company where the goods or services were purchased, you can contact us to raise a payments dispute.


How to raise a payment dispute with us

If you've been unsuccessful in your attempts to resolve a payment dispute on your account, we can help you raise a claim.

We’ll need the following information:

  • The name of the company
  • Details of the payment or description of the item/service and delivery date
  • We may also ask you for a written summary of your dispute. This includes details of how you've attempted to resolve the dispute and details of any responses you've received.

Call us on  0345 944 4555 or +44 (0) 01733 573 189 if you're calling from abroad. Lines are open 7am - 11pm, seven days a week.

Frequently asked questions


Making sure you get a fair deal

We want you to find a product that's right for your circumstances, which is why we adhere to the Standards of Lending Practice, which are monitored and enforced by the Lending Standards Board

To find out more you can read the statement of responsibilities, which details what's expected of us, the lender and you the borrower.


Halifax Credit Cards are issued by Bank of Scotland plc, Registered in Scotland No.SC327000. Registered Office: The Mound, Edinburgh EH1 1YZ. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority under registration no. 169628.