What Is A Credit Card Dispute?

Good or services not received – If a delivery date wasn’t specified, you must allow 30 days from the date of the transaction to receive the goods or services before a chargeback can be raised. 

Misrepresentation – The terms of the sale did not represent what you thought you were buying

Recurring transaction where a payment stop has already been requested – e.g. in March you asked the merchant to stop the next payment but the merchant has taken another payment in April  

Overcharged – e.g. You agreed to pay £100 but you were actually charged £150

Duplicate transaction – e.g. The merchant has taken the same payment at the same time twice by mistake

Paid by other means – e.g. You paid by cash, but the merchant has taken a payment from your credit card too

I have not received my refund – e.g. Merchant has agreed to refund you, but they haven’t. You must allow 15 days from the date you were told you would receive a refund before we can raise a chargeback.

Faulty Goods – You must raise this with the merchant first and if this cannot be resolved then you can raise a chargeback

You must always contact the merchant first to try to resolve the issue(s) directly with them. If you are unable to resolve directly then we may be able to raise a chargeback. You will need to provide evidence depending on the dispute you have raised:

Good or services not received

• A description of the item or service you purchased; 
• Expected delivery date if known; and
• Contact with (or attempts to contact) the Merchant.

Misrepresentation

• A description of the item or service bought vs the item or service that didn’t match the terms and conditions of the sale;

• Contact with (or attempts to contact) the Merchant; and

• Any proof of advertisement or evidence to support that the agreed item or service you bought was misrepresented.

Recurring transactions

• The date you cancelled the subscription, either with the merchant or with us.
• How and why you cancelled.

Overcharged

• Invoice or other proof of the service / product showing the amount you have agreed to pay;

Duplicate transaction

• No further evidence required as we can view our system to see this is a duplicate transaction

Paid by other means

• The receipt or invoice of how the other payment was made

I have not received my refund

• Proof of the merchant’s agreement to refund you; and

• At least 15 days has elapsed

Faulty goods

• A description of the goods purchased and the fault; and

• Contact with (or attempts to contact) the Merchant to return the goods

Please be aware that some of these cases may need an independent report. If we need this, we will discuss this with you.

Section 75 may apply where:

• The goods or services cost between over £100 and no more than £30,000
• You paid at least part of the price with your TSB credit card. You don’t need to have paid the full amount: Section 75 still applies if you pay a deposit with your card.
• The goods or services must be faulty, not delivered, or the information you got before your purchase was misleading. Section 75 still applies even if the company you purchased from goes out of business.
• The purchase was made by the main cardholder, or by an additional cardholder for the mutual benefit of the main cardholder.
• You bought the goods or services less than six years ago. This might be longer if for example a guarantee was included as part of your purchase and it continues for longer than six years.
• A supplier caused you reasonably foreseeable extra costs. For example, hotel costs you incurred because of a cancelled flight.
• A supplier breached a contract that a credit card purchase paid for. For example, not honouring a valid insurance claim.

There are some purchases where Section 75 won’t apply, for example:

• If you bought them with a TSB debit card. We might still be able to help through the debit card dispute scheme
• If you bought them through a third party, for example a travel agent, or Paypal or Amazon Marketplace. However they may have their own refund schemes to help you.
• If the purchase was made by an additional cardholder, unless the purchase was made for the mutual benefit of the main cardholder. 
• If you choose not to use a service, for example if you don’t take a flight or holiday you’ve paid for.
• If you make a cash withdrawal then buy something using the money Section 75 won’t apply.

There may be cases where your purchase is not covered by Section 75 but is covered by credit card chargeback.

If you bought your flight or holiday direct and the travel provider cancels it you may be able to claim the cost back from us. You need to check the terms and conditions and the company’s cancelation policy to find out what you’re entitled to. For example, in some circumstances the company might only need to give you a voucher rather than a refund.

When you raise a Section 75 claim with us you’ll need to give us a copy of the terms and conditions and tell us which part the company has broken. If they’re complying with the terms and conditions it’s unlikely we’ll be able to accept your claim.

If your travel date is in the future you’ll need to wait until either the company cancels it, or the date for travel has passed.

We recommend raising your dispute through us as soon as you’ve exhausted getting a refund or settling your claim with the supplier directly.

If you’re claiming because of travel disruption and have travel insurance, please also contact your insurer to see if you’re able to claim under your policy.

If you’ve done that and you still want to raise a dispute through us, you can do that by filling in the relevant form or using conversational banking in your mobile app – as described here.

It will take us longer to process your claim if we need further information about the company’s position and their terms and conditions, so please give us as much information as you can.