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A refund is not showing on my statement. What can I do?

If the company tells you that they will refund you, we must wait 15 days to see if that refund shows on your account. We recommend that you try to resolve these issues with the company first. They may already be aware of the problem and be happy to resolve the issue for you. If you don’t receive a refund after 15 days from the date on your refund voucher, please either call our Disputes Team on 0800 008 008* or email**

We will require a few things from you to enable us to review your dispute:

  • A full written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given
  • A copy of the refund voucher or void receipt showing at least the last four digits of the card refunded, the date of the refund and the amount of the refund
  • If you do not have a refund voucher, we suggest you raise your concern with the company.



* Our opening hours are Monday to Friday 9am to 5pm. View call charge information.

** Please include your surname and the last 12 digits of your card number in the email subject line. For security, please do not use the full 16 digit card number.