Discovering an unexpected charge on your bank statement is frustrating — but getting a refund is often more straightforward than you think. This guide walks you through the steps to recover your money.
Before requesting a refund, identify who charged you using Detect My Charge or by searching the descriptor online. Knowing the merchant name and contact details will save time when you reach out.
Your fastest route to a refund is usually the merchant. Find their customer support email or live chat. Explain that you did not authorise the charge or did not receive the service. Have the transaction date and amount ready.
Be polite and specific: "I was charged £X on [date] but I have not used your service / I cancelled before this date. Please can you issue a refund?"
If the merchant refuses or doesn't respond within a reasonable time (e.g. 7–10 days), contact your bank. Explain the situation, provide evidence, and request a chargeback. Your bank will open a dispute on your behalf.
In the UK, if you paid by credit card and the item cost between £100 and £30,000, Section 75 of the Consumer Credit Act makes your credit card company jointly liable. This provides a stronger claim than a standard debit card chargeback.
If your bank rejects your dispute, ask for a written explanation. You can then escalate to the Financial Ombudsman Service (UK) for free. In most cases, having clear evidence of an unauthorised or incorrect charge leads to a refund.
Bank chargebacks typically take 5–45 days to resolve. Your bank may issue a provisional credit while the investigation is ongoing.
Most merchants will refund 1–2 recent months as a goodwill gesture if you contact them promptly. For older charges, success is less guaranteed but still possible through your bank.
Gather: the bank statement showing the charge, any cancellation confirmation, correspondence with the merchant, and receipts showing what you actually ordered versus what was delivered.
If a merchant has ceased trading, contact your bank for a chargeback. For credit card payments over £100, you may also have a claim against your card issuer under Section 75.
Legitimate merchants handle refund requests routinely. Requesting a refund through proper channels will not negatively affect you.
Use Detect My Charge to identify any unknown bank charge instantly.