What's a card dispute?
A card dispute is when you use your credit or debit card in person, online, or with your phone to pay for something and there’s a problem. For example, an item didn’t arrive.
If this happens, we may be able to raise a dispute on your behalf to try and get your money back.
Before you start and supporting your dispute:
- Check the goods aren’t still within the delivery timescales. We can’t raise a dispute where the goods or services are still within the delivery timescales.
- Contact the company: this can be the quickest way to resolve the issue.
- Check the transaction isn’t pending. Pending transactions are still being processed so we can’t raise a dispute for them.
- We may ask for information to support your dispute. When sending evidence, please send copies and keep original documents for your own records.
- You can track the progress of your dispute in our Mobile Banking app.
What do you need help with?
Before raising a dispute with us, first check that the goods or services aren’t still within any delivery timescales. Then contact the company and try to sort things out.
If that doesn’t work, the quickest way to get things sorted is by using our Mobile Banking app to raise your dispute:
- Select the account the transaction was made from
- Tap on the transaction you have a problem with
- Tap ‘Help with this transaction’
- Tap ‘I didn’t receive the goods or services I paid for’ and follow the steps on screen
For step-by-step instructions, see our mobile guide
Useful information:
- If you haven’t received a delivery date, you’ll need to wait 15 days from the purchase date to raise a dispute.
- You may need to provide supporting evidence within 120 days of the date you expected the goods or services. This date must not exceed 540 days from the date you bought them.
Haven’t downloaded our Mobile Banking app?
If you don’t want to use Mobile Banking to raise a dispute, please get in touch
If you notice a transaction on your account that you don’t recognise, our Mobile Banking app has some features which could help you identify payments:
- The date and time of when the payment was made
- The location, which will show as a map or text, if there’s enough information available
- Fees incurred (such as exchange fees, transaction fees and cash machine fees).
Some payments may appear under a different business name. You can find more information on our unrecognised transactions page.
If you still don’t recognise the transaction or feel that you’ve been targeted by a fraud or a scam, please read our how to report fraud page.
If you’ve bought something with your credit card which cost between £100 and £30,000, Section 75 of the Consumer Credit Act protects you if certain things go wrong.
Section 75 doesn’t apply to our debit cards.
It’s better to try and sort things out with the company first. If this doesn’t work, you can find out more on our helping you get the most of your credit card page.
This dispute is for when you’ve paid for something with your credit or debit card, but the amount taken is not what you agreed to pay at the time of the transaction.
How can I raise a dispute?
First, contact the company to try and resolve the issue:
- Ask them why the wrong amount was taken and to confirm the amount you should have been charged.
If you can’t resolve the dispute with the company, please get in touch
Useful information:
- You have 120 days from the payment date to raise the dispute with us and provide supporting evidence.
Didn’t receive all or some of the money from a cash machine? The quickest way to get things sorted is by using our Mobile Banking app:
- Select the account the transaction was made from
- Tap on the transaction you have a problem with
- Tap ‘Help with this transaction’
- Tap ‘I didn’t get some or all of my money’ and follow the steps on screen.
For step-by-step instructions, see our mobile guide
Useful information:
- We can’t raise a dispute if you used a Santander ATM but did not use a Santander card.
- If you used a cash machine in the UK, we have 180 days from the withdrawal date to raise a claim.
- If you used a cash machine outside of the UK, we have 120 days from the withdrawal date to raise a claim.
Haven’t downloaded our Mobile Banking app?
If you don’t want to use Mobile Banking to raise a dispute, please get in touch
This dispute is for cancelled subscriptions or recurring payments. For example, you cancelled a streaming service but were still charged.
Subscriptions or recurring payments are also known as future-dated card payments
How can I raise a dispute?
- First, try to contact the company to resolve your dispute and ask them why the payment was taken.
- Ask them to confirm that your recurring payment has been cancelled and on what date
If you can’t resolve the dispute with the company, please get in touch
Useful information:
- You have 120 days from the payment date to raise the dispute
- You’ll need to provide the date you cancelled your subscription or recurring payment on
Legal information – disputes
- Every dispute will be assessed on its own facts.
- Our website is for your guidance only. Nothing on this page amounts to legal or financial advice, or a warranty or representation from us.
- You should get independent advice for questions about a specific claim or dispute.
- The rights of Santander UK plc and all our related companies are entirely reserved.