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Query transactions or raise a dispute

If you don't recognise or wish to dispute 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 you don’t recognise a transaction. Here are some tips that may help you identify the transaction.

Adjacent transactions

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.

Free trials

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.

If you’re still not sure about the transaction, our list of frequently disputed transactions may help you recognise it.

If you still can’t identify the transaction, log on to online banking and select Chat to the right to speak to one of our advisers. This allows you to ask questions and go about your day. You can continue the conversation by going to 'Chat with us' on our mobile app or simply log back on to get your response. 

 If you're not yet registered for online banking, go to contact us to find the best way to reach us.

I recognise a transaction, but want to dispute it

First steps

In most cases you’ll need to try to solve the problem by first contacting the retailer.

If that’s not successful, you can then contact us to query any transaction on your account.

Travel and holiday disruption

If your travel plans have been disrupted by coronavirus, you can raise a dispute using our online form.

Upcoming ticketed events

Speak to the retailer in the first instance. In most cases, they’ll be able to give an update or answer your query.

For further information on transactions you do recognise, review our frequently asked questions.

What are your rights on making a claim?

Debit and credit card

Chargebacks

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.

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)

Find out more about Section 75.

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. 

See how to dispute a transaction

If there’s a card payment which you recognise but wish to dispute:

  1. Log on to online banking.
  2. Select the Chat tab to the right of the page.
  3. Speak to one of our advisers.

 

If you're not yet registered for online banking, contact us to find the best way to get in touch.

You’ll need to have the following ready for this type of dispute:

  • your card/account details
  • transaction details, including the amount, date and description on your statement

What happens once a dispute is raised?

First, you need to try to solve the problem by contacting the retailer. If you haven’t been able to do so, and have raised a dispute with us, this is what happens next.

The retailer and their bank have an opportunity to respond with comments and evidence of their own. This can take up to 45 days or longer in current conditions. We may ask you to give further comments and / or evidence to continue with your dispute. This could be:

  • evidence of your attempts to cancel the transaction or return the goods
  • evidence you have reached out to ATOL or ABTA where applicable
  • a receipt or invoice
  • the retailer's terms and conditions
  • evidence of the retailer’s rejection of your dispute

Most disputes will be investigated within 3 months of the date it was first raised with the retailer.

However, in recent months we’ve received so many queries that it may take longer to resolve your case. Rest assured we’re working hard to try to keep within our normal timescales.

Frequently Asked Questions

It’s easy to get in touch online. Talk to us directly through our chat channels.