Let us know about your dispute

before you begin

  • What is a chargeback?

    If you have a dispute when you have made a purchase with your card, you may be able to make a claim using the Chargeback dispute process.

    Chargeback allows us to provide you with a refund in a number of circumstances, including:

    • If you do not get the goods or services you paid for, including if the company has gone out of business
    •  If goods or services turned out to be faulty, counterfeit, or defective (you may need to return the goods in order to get a refund in this case)
    • If you are charged the wrong amount, or charged twice by mistake
    •  If you are charged for a repeat payment after cancelling a subscription

  • WHAT CREDIT CARD PAYMENT PROTECTION DO I GET FROM SECTION 75 OF THE CONSUMER CREDIT ACT?

    If you use a credit card to buy goods or services, then the transaction could be covered by Section 75 of the Consumer Credit Act.  This means that your credit card provider and the retailer or supplier may be equally liable for compensating you if something goes wrong. You may be able to make a claim under Section 75 where:

    • the cash price of the goods or services is over £100 but not more than £30,000 (the £100 minimum amount applies to each item or set of items that you buy rather than the total bill- so for example, if you bought two items that together cost more than £100, but each cost less than £100, Section 75 would not apply)
    • all or part of the purchase was made using a credit card (even if it is just the deposit)
    • there has been a breach or misrepresentation of your contract (i.e. where the goods or services were not as described, were faulty or were not received at all) or
    • the retailer or supplier goes into administration before you've received your goods or services 

    Unfortunately, Section 75 of the Consumer Credit Act was intended to apply to private individuals, sole traders and partnerships only. Claims made by companies and limited companies are not covered under Section 75 of the Act.

    It’s important to note, firstly, that liability under Section 75 arises in certain circumstances., Charge cards are not as classified as credit card, and therefore, is not covered by the terms of Section 75. 

what you need to do

You need to give the retailer a chance to put things right

We're unable to help unless you have tried this first. They'll usually solve a dispute much quicker than we can - give them at least 14 days to resolve things for you.

Check that the payment isn't still pending

Check your statement or mobile app to make sure the payment isn’t pending. It can take a few days to go out of your account. Remember, we can’t raise a dispute for you if the payment is still pending.

Check when you made the payment

Each dispute is different. MasterCard and Visa set the rules we have to follow. If the payment was less than 120 days ago we can look into it for you.

Gather the right info

You’ll need the following: the company or retailer name you made the payment to, the amount and date of the payment.

before you begin

  • What is a chargeback?

    If you have a dispute when you have made a purchase with your card, you may be able to make a claim using the Chargeback dispute process.

    Chargeback allows us to provide you with a refund in a number of circumstances, including:

    • If you do not get the goods or services you paid for, including if the company has gone out of business
    •  If goods or services turned out to be faulty, counterfeit, or defective (you may need to return the goods in order to get a refund in this case)
    • If you are charged the wrong amount, or charged twice by mistake
    •  If you are charged for a repeat payment after cancelling a subscription

  • WHAT CREDIT CARD PAYMENT PROTECTION DO I GET FROM SECTION 75 OF THE CONSUMER CREDIT ACT?

    If you use a credit card to buy goods or services, then the transaction could be covered by Section 75 of the Consumer Credit Act.  This means that your credit card provider and the retailer or supplier may be equally liable for compensating you if something goes wrong. You may be able to make a claim under Section 75 where:

    • the cash price of the goods or services is over £100 but not more than £30,000 (the £100 minimum amount applies to each item or set of items that you buy rather than the total bill- so for example, if you bought two items that together cost more than £100, but each cost less than £100, Section 75 would not apply)
    • all or part of the purchase was made using a credit card (even if it is just the deposit)
    • there has been a breach or misrepresentation of your contract (i.e. where the goods or services were not as described, were faulty or were not received at all) or
    • the retailer or supplier goes into administration before you've received your goods or services 

    Unfortunately, Section 75 of the Consumer Credit Act was intended to apply to private individuals, sole traders and partnerships only. Claims made by companies and limited companies are not covered under Section 75 of the Act.

    It’s important to note, firstly, that liability under Section 75 arises in certain circumstances., Charge cards are not as classified as credit card, and therefore, is not covered by the terms of Section 75. 

what you need to do

You need to give the retailer a chance to put things right

We're unable to help unless you have tried this first. They'll usually solve a dispute much quicker than we can - give them at least 14 days to resolve things for you.

Check that the payment isn't still pending

Check your statement or mobile app to make sure the payment isn’t pending. It can take a few days to go out of your account. Remember, we can’t raise a dispute for you if the payment is still pending.

Check when you made the payment

Each dispute is different. MasterCard and Visa set the rules we have to follow. If the payment was less than 120 days ago we can look into it for you.

Gather the right info

You’ll need the following: the company or retailer name you made the payment to, the amount and date of the payment.

 

What happens after you raise a dispute claim?

We'll send you an email with an update

We’ll try to do this within five working days. We might need more info from you, so if you don’t hear from us check your junk/spam folder.

We might be able to give you a temporary refund

It depends on the type of dispute. The company or retailer has a chance to disagree. If your dispute isn’t successful then we’ll let you know that the refund is being taken back.

We'll let you know the outcome

We don’t make the final decisions on dispute claims (remember - MasterCard and Visa set the rules). We’ll let you know the outcome as soon as we can. We try to get things sorted out within 60 days.

We'll send you an email with an update

We’ll try to do this within five working days. We might need more info from you, so if you don’t hear from us check your junk/spam folder.

We might be able to give you a temporary refund

It depends on the type of dispute. The company or retailer has a chance to disagree. If your dispute isn’t successful then we’ll let you know that the refund is being taken back.

We'll let you know the outcome

We don’t make the final decisions on dispute claims (remember - MasterCard and Visa set the rules). We’ll let you know the outcome as soon as we can. We try to get things sorted out within 60 days.

How do I raise a dispute claim?

Please call Coutts Card Services on 020 7309 0045