Disputing a credit or debit card transaction

If you buy something from a company and don’t receive it, you can raise a dispute. 

When can I raise a dispute?

Before raising a dispute with us, first check that the goods or services aren’t still within any delivery timescales, then contact the company directly and attempt to sort things out. 

If that doesn’t work, you can raise a claim with us. We’ll need to see your supporting evidence within 120 days of the date you expected your goods or services to arrive. Please make sure that this date doesn’t exceed 540 days from the date you bought them. 

If the company didn’t give you a delivery date, please allow 15 days from the date of purchase. 

How can I raise a dispute?

You can raise a dispute in our Mobile Banking app. See our raising and tracking disputes guide for clear step-by-step instructions on how to do this.

Or you can fill out a form in Online Banking. 

Online Banking

• Log on to Online Banking
• Click ‘Account services’ tab. 
• Choose ‘Other services’ in the left-hand side menu. 
• Scroll down to ‘Debit card services’ or ‘Credit card services’.
• Click ‘Make a claim’ and start filling in the form.

If you don’t have access to Mobile or Online Banking, please contact us

A non-dispense cash machine dispute is what you raise when you’ve used your debit or credit card to withdraw money but the cash machine doesn’t give you any, whereas a partial dispense is when the cash machine only gives you a portion of the money you requested. 

When can I raise a dispute?

It’s best to get in touch with us as soon as possible so we can find out what happened. 

• If the cash machine you used was in the UK, we have 180 days from the date of the withdrawal in question to raise a claim for you.
• If the cash machine you used was outside of the UK, we have 120 days from the date of the withdrawal in question to raise a claim for you.

How can I raise a dispute?

You can raise a dispute in our Mobile Banking app. See our raising and tracking disputes guide for clear step-by-step instructions on how to do this.

If you don’t use Mobile Banking, please contact us 

Under Section 75 of the Consumer Credit Act 1974, you may be protected if you suffer a breach of contract or misrepresentation by the company you purchased goods or services from using your Santander credit card. 

Section 75 doesn’t apply to our debit cards. 

When can I raise a Section 75 claim?

Before you attempt to raise a claim with us, you should try to resolve your dispute with the company first. Section 75 may be able to offer protection if:

• you used your Santander Credit Card for a full or partial payment
• the cash price of the item(s) is more than £100 and less than £30,000
• there was a breach of contract or misrepresentation by the company you made a purchase from. 

The following may also affect a Section 75 claim.

• The date of the transaction(s) being disputed must be within the last 6 years.
• If a payment has been made through a 3rd party and not directly with the company or supplier. 
• Purchases must be in the name of the primary credit card holder or they must benefit from the transaction. For example, gifts for other people aren’t covered but a family holiday might be. 

Under Section 75, for qualifying transactions, you may have a like-for-like claim against us as your credit provider as you would have against the company. 

How do I raise one?

To raise a Section 75 claim, please contact us

If you dispute something you bought on your Santander credit card, we may be able to process your claim quicker by raising a chargeback. By doing this, your rights under Section 75 of the Consumer Credit Act 1974 would not be affected. Contact us to find out more.

This dispute is for when you’ve purchased goods or services using your credit or debit card but the amount taken from your account is different to what you paid at the time you made the transaction(s). 

When can I raise an incorrect transaction amount dispute?

Before raising a dispute, it’s best to try and resolve it with the company first. You’ll need to ask them:

• why the wrong amount was taken 
• to confirm that the amount you paid is different to the amount that should’ve been debited from your account. 

If you haven’t been able to sort things out with the company, you can raise a claim with us. 

Please raise your dispute and return any supporting evidence to us within 120 days of the date the transaction(s) were made.

How can I raise an incorrect transaction amount dispute?

To raise this type of dispute, please contact us

This dispute is for when you’ve previously signed up to make recurring payments to a company that you then cancelled (such as a magazine subscription) but a further recurring payment has been taken from your account. 

Subscription or recurring payments are also known as future-dated card payments

When can I raise a dispute? 

First, you’ll need to get in touch with the company to try and resolve your dispute with them directly and ask them why the payment was taken. They’ll need to confirm that your recurring payment authorisation has been cancelled and on what date.

If you haven’t been able to resolve your dispute with the company, get in touch with us to raise a dispute.

We can only raise this type of dispute for you within 120 days of the date the transaction(s) were made.

How can I raise a dispute?

Please contact us and we can look into this for you. We’ll also need the date you cancelled your subscription or recurring payment agreement with the company.

If you notice a transaction on your account that you don't recognise, it may be from a retailer or business using another name, or it could be a case of fraud.  Please see our unrecognised transactions page for more information.

If you don’t recognise a transaction and you think it’s fraudulent, you can raise a fraud dispute in our Mobile Banking app, see our Reporting Card Fraud guide for more information.

If you feel that you’ve been targeted by fraud or a scam, please read our helpful sections on our how to report fraud page.

If you don't recognise a transaction on your card, you can find out more about it in our mobile banking app

In the app, you can see: 

• when the payment was made (date and time) 
• the location, which will be shown as a map or text (if there's enough information available)
• fees incurred (such as exchange fees, transaction fees, cash machine fees).

Follow the steps below to learn how to find the details of a card transaction in Mobile Banking.

If you still don’t recognise the transaction, you can select ‘Help with this transaction’ to report it to us as fraud. See our Reporting Card Fraud guide for more information.

If you're already using Online Banking, download our mobile banking app for your phone or device. Then you can log on with the same details you use for Online Banking and you're ready to go. 

If you haven't signed up for Online Banking yet, you can get started today.

We've added some new features in Mobile Banking to help you stay on top of your card payments and transfers.

• Each transaction will have a category icon in the top-left corner to help you know where it came from.
• You can see the status of a payment in the 'Payment cleared' section. It'll say 'Pending' until the payment's cleared and later tell you the settled date.
• For international transactions in a currency other than (£), the exchange rate will be shown.
• The location of a transaction will be shown to help you find where it came from. If there's enough information, we’ll also show you a map or address.