Dispute a transaction

Raising a dispute through a chargeback

If you’ve tried to resolve a dispute directly with the retailer but have been unsuccessful, we can try to help. We can raise a “chargeback” which is governed by either Visa or Mastercard rules to help you resolve your dispute with the retailer and potentially get your money back. This doesn’t affect your Section 75 rights (credit cards only).

If your dispute on a credit card transaction is unsuccessful, we will automatically review for a Section 75.

What does Section 75 cover?

For credit cards only, section 75 of the Consumer Credit Act protects you if you use your credit card to buy something costing over £100 and up to £30,000.

If you paid with your credit card, you could be legally entitled to get some or all of your money back if:

If the above applies, you may be entitled to your money back even if the supplier has gone out of business and ceased trading.

Find out more about Section 75.

We aim to resolve your dispute as quickly as possible, but we may need to investigate it further. In the meantime, you should either receive a temporary credit or we’ll contact you within a week.

Please check your transactions on the account you raised the dispute on. If we refund the transaction, it'll show as "dispute refund" or "my dispute credit" on your statement.

Retailers have up to 45 days to respond to us, so investigating your claim may take a while if we need to speak to them. Depending on their response, we may contact you for more information. Please monitor your HSBC ‘My documents’, email and post for any updates.

We may send you an email from My Disputes HSBC via Adobe Acrobat Sign requesting more information or supporting evidence in relation to your dispute. Please check your inbox as well as your junk folder.

Yes, you have the same rights. You can dispute the transaction by completing the online form.

If you have a Global Money transaction that you wish to dispute, please contact us.

Subscription payments, sometimes known as continuous payment authorities or recurring payments, are repeat payments made to a retailer. These payments are made using your card details, such as your card number, rather than your bank account details. They are often used by TV and music streaming services and short-term loans.

To stop any more payments, you should contact the merchant directly. If you've tried cancelling but were unsuccessful, we can place a temporary block on payments to them.

You can also manage payments leaving your account via mobile banking. Log onto mobile banking and go to Manage My Bills, scroll down to Subscriptions, choose the retailer you want to cancel, and press Manage subscription.

If the subscription is from your credit card or you need any help, please contact us.

Trips

We recommend contacting your travel provider first. It's important to refer to your contract to understand the supplier's terms relating to cancellations, refunds or re-booking.

If you’ve done this and they can’t help, we may be able to support you. If the trip was cancelled by your travel provider, you’re usually entitled to a refund. We may be able to help if you're not happy with their resolution. Please complete the online form or call us.

If the supplier gives you the option to re-book or take a credit voucher, you won’t be able to raise a dispute or claim under Section 75, unless this is in breach of the supplier’s terms and conditions.

Events

We recommend contacting your ticket provider first, it's important to refer to your contract to understand the supplier's terms relating to cancellations, refunds or re-booking.

If you have bought a ticket for a cancelled or postponed event or can't make the new date, you could receive a refund. If you used a credit or debit card and paid for an item or service that was not as described and you haven’t received a refund, please complete the online form or contact us.