If you believe a charge on your bank statement is wrong — whether it's a duplicate, an unauthorised transaction, or a service that was never delivered — you have the legal right to dispute it. Knowing how to dispute a bank charge effectively makes the difference between getting your money back quickly and going in circles. Here's the step-by-step process that actually works.
Before contacting your bank, collect all relevant information: the exact charge amount, transaction date, merchant descriptor, and any communications with the merchant. Screenshots of your bank statement and any related emails will support your case.
Banks generally ask whether you've tried to resolve the issue with the merchant first. Reach out to the merchant's customer support and request a refund. Keep a record of your communication, including dates and reference numbers.
If a subscription renewed after you cancelled, screenshot your cancellation confirmation before contacting the merchant.
If the merchant won't help, contact your bank to raise a chargeback. You can do this via the bank's app, online banking, or by calling them. Provide all your documentation. For credit card charges, Section 75 of the Consumer Credit Act (UK) provides additional protection for purchases between £100 and £30,000.
Once your dispute is lodged, your bank contacts the merchant's bank. The merchant has a window to respond (typically 30–45 days). If they can't prove the charge was valid, the money is returned to you. During this period, your bank may issue a provisional credit.
If your dispute is resolved in your favour, the refund will appear as a credit on your account. If it's rejected, ask your bank for the reason and whether you have further options, such as re-opening the case with new evidence.
Most banks allow disputes within 60–120 days of the transaction. Visa and Mastercard chargebacks have a 120-day limit from the transaction date or expected delivery date.
A chargeback is when your bank reverses a transaction after you dispute it. The money is taken back from the merchant's account and returned to you.
No — disputing a charge does not directly affect your credit score. It's your consumer right.
Ask the bank for the full reason in writing. You can escalate to the Financial Ombudsman Service (UK) or equivalent regulator if you believe the rejection was unfair.
In some cases yes — for example if goods were not delivered, were significantly different from described, or the merchant went into administration. Contact your bank to discuss your specific situation.
Section 75 of the UK Consumer Credit Act makes your credit card company jointly liable for purchases between £100 and £30,000. It provides stronger protection than a chargeback.
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