We’re really sorry, but it’s taking us longer than usual to process claims because of coronavirus.
In most cases you will need to try and solve the problem by first contacting the retailer. If you do need to raise a dispute, you should fill out this form.
Please try to avoid calling us as our lines are very busy.
If you’ve been affected by the collapse of Flybe, you can also raise a dispute by filling out the same form.
If you don't recognise a transaction, you'll find everything you need to know here.
I don't recognise a transaction
There may be a number of reasons why there is a transaction on your account that you don't recognise. Here are some possible explanations which might help you identify the transaction, but if you still don't recognise it, you can also contact us.
Take a look at other transactions showing on your statement at a similar time. This may remind you of where you were when the transaction that you don't recognise was made.
Think about exchange rates
If the transaction you don't recognise was made in a foreign currency, the final amount could be different to the amount at the time of purchase.
Look out for additional charges
Some retailers, such as hotels, taxis, airlines or hire cars, can add additional surcharges.
Double-check your receipts and your inbox
Dig out your receipts to see if you have any from the same day and for the same amount but with a different retailer name.
Have a look at your email inbox, as you often get confirmation emails or receipts by email and these might show different retailer names.
Check the retailer's name
Retailers sometimes trade under different names, so the one on your statement might not be what you expect. Try entering the retailer's name into a search engine to find out more.
Ask another account holder
If someone shares your account, they may have made the transactions.
Check repeat payments
It may be that this is an ongoing payment such as a Direct Debit or Standing Order, that is related to something you set up or subscribed to some time ago.
If you've signed up for a free trial recently, check the free trial period and terms and conditions of the trial. The free trial may have expired and you may now be paying for goods or services.
I recognise a transaction, but wish to dispute it
In most cases you will need to try and solve the problem by first contacting the retailer.
If you are then unsuccessful you will need to contact us in order to query any transaction on your account.
What are your rights on making a claim?
Credit card only
Section 75 of the Consumer Credit Act
In some cases, you may have protection under Section 75 of the Consumer Credit Act. This will apply where the transaction was made wholly or in part on a HSBC credit card and your dispute relates to a purchase of over £100 and under £30,000.
Section 75 provides protection for either of the following:
- a breach of contract (eg non-receipt of goods/services or goods that don’t match the description of what you ordered)
- misrepresentation (eg the retailer made false promises to get you to purchase their goods or service)
If your dispute is unsuccessful we will automatically review for a Section 75 claim and may be in contact again if we need any further information. You can also contact us directly here
Debit card and credit card
A chargeback is a way for HSBC to try and recover your money in the event something goes wrong.
There is some useful information below that might help you solve the problem quickly and indicates what information you will need to have ready when you contact us.