Credit Cards Customer Support
Guidance on credit card refunds
Usually the quickest and easiest way to get a refund is to go to the retailer first. For a holiday or trip, this may include the hotel, travel agent or airline. Or for an event this may be the events company or venue.
Holidays & Travel - if the government advises against travel to your destination, then it’s likely that your travel provider will cancel your trip and offer a refund or an alternative date/voucher. If your travel plans are still in place, but you no longer want to travel, we can’t raise a request for a refund for you. You’ll need to discuss whether a refund is possible direct with your travel provider. In many cases, travel is protected under industry schemes and you may be eligible for a refund.
If the holiday / travel retailer has confirmed you'll get a refund
Please wait for this to be processed within 14 days of cancellation. If the 14 day timeline has expired and you’ve not received a refund there are other possible routes for you to claim your money back.
If you paid for you holiday with your credit card, we may be able to raise a request for you. We may need you to provide information in writing about your booking before we process your request. Or you can submit a travel insurance claim.
If your holiday company is no longer operating
You should look at the company’s website for more information on how to get a refund as most package holidays are covered by ATOL.
Other refund requests (i.e. for an event this may be the events company or venue)
You should contact the retailer to check they are still processing your refund. Failing this, we may be able to raise a request for you to claim your money back through your credit card. We may need you to provide information in writing about your booking before we process your request.
What if I made my booking with a third party and not directly with the retailer? (For example a theatre ticket booking company)
If you’ve booked through a third party contact the company you booked with for more information on your options for a refund.
If you want to raise a dispute with the retailer
Please follow the guidance above first to try and resolve the problem with the retailer. If you’re unsuccessful the options below may be possible. We may need you to provide information in writing about your transaction before we process your request.
Chargebacks and Section 75
A chargeback is a way for Sainsbury’s Bank to dispute transactions on your behalf. There are time limits on when these claims can be made.
Additionally, under section 75 of the Consumer Credit Act, you may be able to claim a refund from us.
You are eligible for section 75 protection in the following circumstances:
- The goods or service was paid for, even partially, using your credit card
- The primary card holder purchased the goods/service or benefited from the purchase if made by an additional card holder
- Misrepresentation from the retailer or trader
- Breach of contract by the retailer or trader
- The value of goods or service is between £100 and £30,000
Disputed transaction under £25.00
If you're disputing a transaction of £24.99 or less, you may be able to do this using our online service
If you want to raise a dispute with us
Disputed transaction under £25.00
If you’re disputing a transaction of £24.99 or less, you may be able to do this using our online form. Before you complete the form, please read the important information below.
If you don’t recognise a transaction:
- Check with any additional cardholder(s) as they may have made this transaction.
- Check your receipts/emails /PayPal account for any transaction/confirmation on the same day, for the same amount.
- Check the retailer’s name as many retailers trade under different names, so it may not be what you expect. Try entering the name into a search engine to find out more.
- Check for regular payment amounts, for example to Amazon or PayPal. Or could this be an annual subscription?
- Have you purchased something in relation to games consoles? This might be an add on which is charged monthly.
- Have you purchased a care plan with a product? For example, AG Product Support are in partnership with Curry’s and provide care plans for laptops.
- Have you signed up for a free trial? This may have ended and you’re now paying for the goods/services.
If you did not authorise this transaction, please call us straight away on 0800 032 1427.
If you do recognise the transaction:
You can dispute a transaction for any of the following reasons
- I have a problem with the goods/services that I’ve received
- I haven’t received the good(s) I ordered
- I’ve been charged for an item twice
- I’ve been charged the wrong amount for an item
- I have an issue with a recurring transaction or a cancelled subscription that I’ve been charged for
Before getting in touch with us:
- First of all try to resolve the problem with the retailer.
- Allow the retailer time to process the refund (For Mastercard allow up to 30 days for a refund and for VISA it’s 20 days).
- Please don’t use this form if you haven’t spoken to the retailer or allowed the necessary time for a refund to be processed.
- If you’ve not been able to resolve the problem with the retailer, we may be able to help if the transaction was made within the last 120 days. We may need to ask you for more information.
- If the transaction is more than 120 days then don’t use this form as you’ll need to speak to us, so just give us a call.
If you still want to dispute a transaction complete the Online Dispute Form
Disputed transaction £25.00 or more
If you’re disputing a transaction of £25.00 or more, you will need to call us but before you do, please read the important information below.
If you don’t recognise a transaction:
- Check with any additional cardholder(s) as they may have made this transaction.
- Check your receipts/emails /PayPal account for any transaction/confirmation on the same day, for the same amount.
- Check the retailer’s name as many retailers trade under different names, so it may not be what you expect. Try entering the name into a search engine to find out more.
- Check for regular payment amounts, for example to Amazon or PayPal. Or could this be an annual subscription?
- Have you purchased something in relation to games consoles? This might be an add on which is charged monthly.
- Have you purchased a care plan with a product? For example, AG Product Support are in partnership with Curry’s and provide care plans for laptops.
- Have you signed up for a free trial? This may have ended and you’re now paying for the goods/services.
If you did not authorise this transaction, please call us straight away on 0800 032 1427.
If you do recognise the transaction:
You can dispute a transaction for any of the following reasons
- I have a problem with the goods/services that I’ve received
- I haven’t received the good(s) I ordered
- I have a problem with a flight or hotel that I booked
- I’ve been charged for an item twice
- I’ve been charged the wrong amount for an item
- I have an issue with a recurring transaction or a cancelled subscription that I’ve been charged for
Before getting in touch with us:
- First of all try to resolve the problem with the retailer.
- Allow the retailer time to process the refund (For Mastercard allow up to 30 days for a refund and for VISA it’s 20 days).
- Please don’t call us if you haven’t spoken to the retailer first or allowed the necessary time for a refund to be processed.
- If you’ve not been able to resolve the problem with the retailer, we may be able to help. You need to call us.