Disputes help tool      Step 1

Disputes help tool      Step 2

Disputes help tool      Step 3

Disputes help tool      Step 4

Disputes help tool      Step 5

Disputes help tool      Step 6

Disputes help tool      Step 7

Results     

Step 1

What is your issue about?

Tell us what your issue is about

Before a dispute can be raised the transaction must be fully processed and no longer pending. Any pending transactions will show in the mobile app or in online banking under ‘pending’ at the top of your transactions screen

Step 2

Is it a Direct Debit, bill payment, standing order or Open Banking payment?

Tell us if it's a Direct Debit, bill payment, standing order or Open Banking payment

These payments show as DD, BP, SO or OBP on statements

Before you raise a dispute

Contact the retailer first – they can usually resolve your issue much faster than we can.

Check if:

  • they've confirmed your order
  • you've received a dispatch note
  • there's an update in your junk email folder
  • you've been sent a courier tracking link 
  • your order has been delivered to a neighbour

Did these checks resolve your issue?

Tell us if these checks resolved your issue

Before you raise a dispute

Contact the retailer first – they can usually resolve your issue much faster than we can.

Check if:

  • they've added taxes, service or card fees
  • the amount has changed due to currency exchange
  • several purchases have been bundled together in one payment

Did these checks resolve your issue?

Tell us if these checks resolved your issue
Step 3

Did you pay by debit or credit card?

Tell us if you paid by debit or credit card

Card payments may show as VIS (Visa), MC (Mastercard) or ))) (contactless) on statements

Is it a Direct Debit, bill payment, standing order or Open Banking payment?

Tell us if it's a Direct Debit, bill payment, standing order or Open Banking payment

These payments show as DD, BP, SO or OBP on statements

Who cancelled the booking?

Tell us who who cancelled the booking

This might have been due to a health issue, cancelled flight or travel restrictions

Do you recognise the payments you'd like to dispute?

Tell us if you recognise the payments

You may recognise them but the retailer's charged the wrong amount or took payment after you cancelled

Why do you need a refund?

Tell us why you need a refund
Step 4

Did you pay by debit or credit card?

Tell us if you paid by debit or credit card

Card payments may show as VIS (Visa), MC (Mastercard) or ))) (contactless) on statements

Have you asked the retailer or HSBC to stop these payments?

Tell us if you've asked the retailer or HSBC to stop these payments

Before you raise a dispute

Contact the retailer first – they can usually resolve your issue much faster than we can.

Things to check:

  • Are there refund restrictions?
  • Have you been offered vouchers or a cheque?
  • Have you allowed time for your refund to be processed?
  • Have you been sent an email about the refund?

Did these checks resolve your issue?

Tell us if these checks resolved your issue
Step 5

Has the retailer made any credits into your account recently?

Tell us if the retailer has made any credits into your account recently

Do you want us to stop further payments being taken?

Tell us if you want us to stop further payments being taken

We can only stop future payments, not past ones

Step 6

Do these credits resolve your dispute?

Tell us if these credits resolve your dispute

The credits could be a refund for an incorrectly charged item on your statement

Is your account overdrawn due to these payments?

Tell us if you're overdrawn due these payments
Step 7

Is your account overdrawn due to these payments?

Tell us if you're overdrawn due these payments

Thanks, for letting us know

Here's what we've found

You've told us about an issue with goods or a service.

You've told us about an order you haven't received.

You've told us about an issue with a flight or holiday booking.

You've told us about an issue with a cash withdrawal.

You've told us about being charged twice for a payment.

You've told us you've been charged the wrong amount.

You've told us about an issue with a repeat payment or subscription.

You've told us you haven't been given a refund.

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