Helping you resolve debit card payment issues

Some merchants may trade under a different name to what you know them as. If you aren't sure, you can check our list of common retailers to help you recognise the transaction.

Pre-authorisation may occur with hotel bookings and similar transactions, where a merchant will take an advance payment. We are unable to cancel any transactions while they are pending, the merchant is the only one who can cancel it and return funds back to you.

Some companies will automatically start taking the monthly fee from your account when the free trial period for their service ends. A regular debit or credit card payment is not a direct debit or a standing order. It's a regular payment made from your card, and automatically carries over to new cards unless cancelled.

If you’re looking to cancel a subscription, been charged again for a cancelled subscription or want to change a cancellation request then let us know about the dispute:

• Open the card payment dispute form *
• Select `Get started`
• Under `Select your dispute`, choose `There’s a problem with a subscription or a recurring transaction`
• Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

Due to coronavirus, we’re working through a large volume of claims, however we aim to review your case and any documentation within 20 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on rbs.co.uk

If you’ve paid for goods/services that didn’t arrive or for flights that you haven’t received then you can complete our online dispute form.

To let us know about the dispute simply:

• Open the card payment dispute form *
• Select `Get started`
• Under `Select your dispute`, choose `You haven’t received your goods or services (including flights or holidays)`
• Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

Due to coronavirus, we’re working through a large volume of claims, however we aim to review your case and any documentation within 20 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on rbs.co.uk

Cancelled or returned an item within the allowed timeframe and the money hasn’t been returned to your account? A retailer agreed to give you a refund and you haven’t received it?

To let us know about the dispute simply:

• Open the card payment dispute form *
• Select `Get started`
• Under `Select your dispute`, choose `You’ve cancelled or returned the goods or services, but you haven’t received a refund`
• Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

Due to coronavirus, we’re working through a large volume of claims, however we aim to review your case and any documentation within 20 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on rbs.co.uk

We can help you to resolve the following issues:

• You were charged more than once using the same payment method
• You were charged more than once with a different payment method
• A further charge was taken perhaps following a car rental or hotel stay
• A retailer charged the wrong amount
• A transaction has been taken on a date much later that you expected
• You expected a refund however the retailer took the money again

We’ve created an online card payment dispute form to make reporting this as easy as possible.

To let us know about the dispute simply:

• Open the card payment dispute form *
• Select `Get started`
• Under `Select your dispute`, choose `You were charged more than once, or the wrong amount`
• Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

Due to coronavirus, we’re working through a large volume of claims, however we aim to review your case and any documentation within 20 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on rbs.co.uk

If you’ve used your debit card abroad and there was a problem with the cash machine withdrawal or you were charged in the wrong currency, we can help. We’ve created an online card payment dispute form to make reporting this as easy as possible.

To let us know about the dispute simply:

• Open the card payment dispute form *
• Select `Get started`
• Under `Select your dispute`, choose `You used your debit card or a cash machine abroad, but there was an issue`
• Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

Due to coronavirus, we’re working through a large volume of claims, however we aim to review your case and any documentation within 20 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on rbs.co.uk

We can help you to resolve the following issues with good or services:

• They are faulty
• You think they’re counterfeit (fake)
• Not as described or advertised
• Quality of the product not as advertised
• Your dispute relates to binary trading

We’ve created an online card payment dispute form to make reporting this as easy as possible.

To let us know about the dispute simply:

• Open the card payment dispute form *
• Select `Get started`
• Under `Select your dispute`, choose `There’s a problem with the goods or services that you’ve received`
• Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

Due to coronavirus, we’re working through a large volume of claims, however we aim to review your case and any documentation within 20 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on rbs.co.uk