When you can raise a Visa dispute

If you want to challenge a payment you've made on your credit or debit card, you may be able to get your money back by raising a 'Visa dispute'.

You can raise a Visa dispute if you’ve:

  • paid for something that’s been cancelled

  • paid for something but not received it

  • paid for something by a different method

  • received something, but it was faulty, incorrect or counterfeit

  • been charged twice

  • been charged a different amount to the amount agreed

  • been charged even though you’ve cancelled the payment.

You can also raise a Visa dispute if you need to stop future payments.

Please check carefully that your dispute falls within one of these categories, so we can help you get to the right solution quickly.

You can't raise a Visa dispute if:

  • you used a credit card and the payment is still pending

  • the payment is not showing on your statement. If you provide details of a payment we can’t find on your account, we won’t be able to process your dispute.

Raising a Visa dispute for a pending transaction

If your payment is pending you may still be able to raise a Visa dispute. You can only raise a Visa dispute for a pending transaction if you used a debit card.

You can raise a Visa dispute for a pending transaction if you’ve:

  • been charged twice

  • paid for something by a different method

  • been charged a different amount to the amount agreed

  • been charged even though you’ve cancelled the payment.

You can’t raise a Visa dispute for a pending transaction if:

  • you used a credit card

  • you used a debit card and your visa dispute does not fall into one of the categories above.

Timescales for raising a dispute

There's a set period of time after a payment has left your account in which a Visa dispute can be raised. So, it's important to get in touch as soon as possible.

In most instances, you must raise a dispute within 120 days of the payment leaving your account. However, if you’ve paid for something far in advance, like a holiday, timescales may be longer.


Before you raise a Visa dispute

  1. Speak to the seller or company you made the payment to, to see if they can help

    Most companies will be keen to put things right if they’ve done something wrong. We’ll need evidence that you’ve spoken to the seller or company in order to process your claim.

  2. Check whether the payment is still pending

    If it is, we may not be able to go ahead with your claim. If you used a credit card, you will not be able to make a claim whilst the payment is pending. The transaction needs to be visible on your statement before we can process a claim for you. If you used a debit card, you may be able to raise a dispute. Find out how to check for pending transactions.

  3. Check which card you made the payment on

    There are different ways to claim depending on whether the payment was made on a Visa debit or credit card. Please ensure you complete the correct form for your card type.


Raise a Visa dispute

Choose the form you need depending on whether the payment was made on a credit or debit card.

Note:

For most types of disputes there are a few pieces of evidence we'll need to see in order to try and get your money back for you. See our evidence guide - PDF 326KB (opens in a new window) for more information. If you register your claim using our online form, make sure to have copies of your evidence ready to attach to the form — so that we receive your claim and your evidence at the same time. You'll also need your customer number.

Dispute a debit card payment for another reason

If the reason for your debit card dispute is not covered above, for example, you’ve been charged for something twice, you can submit a dispute via the Internet Bank or speak to our Visa Dispute team.

Message us via the Internet Bank

  • Log into the Internet Bank.
  • Hover over the Manage tab.
  • Under the Contact us heading, select Get help with a card transaction.

If you’re not yet registered for the Internet Bank, you can sign up for online banking in minutes.

Call our Visa Dispute team

Monday to Saturday, 9am to 5pm.


If you’re concerned about fraud

Important:

If you’re worried a payment has been taken fraudulently, please call us as soon as possible.

Current account fraud

24 hours a day, 7 days a week.

Credit card fraud

24 hours a day, 7 days a week.