Disputing a credit or debit card transaction

What's a card dispute?

A card dispute is when you’ve used your credit or debit card to buy something but it’s not as you expected, so you want to get your money back. 

It’s always better to first contact the company directly to see if you can get things sorted. If you can’t, we may be able to raise a dispute on your behalf to try and get your money back. It’s also a good idea to keep a record of any contact you make with them, which you can later use to support your claim. 

If you raised a card dispute, with the exception of Section 75, you're not making a claim against Santander. We may be able to raise a dispute on your behalf to try and claim your money back from the company you've paid.

We can’t raise a card dispute if:

  • the goods or services are still within delivery timescales
  • the transaction(s) are pending and aren’t showing on your statement yet
  • the transaction(s) weren’t made on a credit or debit card
  • you have a dispute with a Santander ATM but haven’t used a Santander card.

How to support your dispute 

So that we can help you properly, we may ask you for the following information.

  • Details of goods or services you purchased.
  • The date you received or expected to receive your goods or services.
  • Description of what was damaged and/or faulty about the goods.
  • Information about what you didn’t receive. 
  • Description or evidence of how your goods or services didn’t match the description.
  • Proof that the damaged and/or faulty goods have been, or attempted to be, returned.
  • When you cancelled or attempted to cancel a service.
  • Documents to support your dispute such as a receipt or bank statement.
  • How and when you contacted the company in an attempt to resolve the issue. 

If the company is no longer trading, we may ask you to provide evidence of this as well. 

When sending evidence, please only send copies and keep original documents for your own records.

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 easily raise a claim using our online claim form.

  • 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 Online Banking, please contact us

A non-dispense ATM 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?
To raise a cash machine dispute, 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. 

If you don’t recognise a transaction or feel that you’ve been targeted by fraud or a scam, please read our helpful sections on our how to report fraud page.

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.
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