Dispute a Debit
or Credit Card Transaction

Chargeback applies to purchases made by debit card and credit card.

• It isn’t a legal protection (unlike Section 75). It’s a voluntary scheme and Mastercard set their own chargeback scheme rules.
• The protection, offered by Mastercard, enables you to dispute a purchase made by debit or credit card and ask us, as your card provider, to ‘reverse the transaction’ by claiming the money back on your behalf from the retailer’s or service provider’s bank.

If you have a dispute:

• The first thing you must do is contact the retailer or service provider and request a refund.
• If the retailer or service provider won’t give you a refund, or has gone out of business, you can contact us and ask us to raise a chargeback.

Examples of when we may be able to use chargeback to get your money back are set out below:

• The retailer or service provider you bought from has gone out of business and you can’t get your money back from them.
• You didn’t receive the goods or services you paid for.
• The goods or services you received are faulty, not as described and/or defective.
• You’re charged the wrong amount or charged multiple times.
• You cancel a subscription or recurring payment but continue to be charged.
• You didn’t authorise the transaction.

You normally have 120 days from the date the transaction was processed or when you expected to receive the goods or services to raise a chargeback (although you might have longer depending on the circumstances).

If you want us to make a claim on your behalf via the chargeback scheme you can:

• Complete the relevant form below; or
• Contact us on 0345 600 2882

You may need documentation such as your bank statement, receipts, proof of postage, original order or invoice and/or a copy of the retailer’s or service provider’s terms and conditions.

If you wish to raise a chargeback in relation to a recurring payment, click here: Continuous Payment Authority

Section 75 of the Consumer Credit Act 1974 (Section 75) provides consumers with a legal protection if they purchase goods or services using their credit card and something goes wrong.

Under Section 75 we, as your credit card provider, are jointly and severally liable with the retailer or service provider in cases where there has been a breach of contract or misrepresentation by the retailer or supplier (e.g. you didn’t receive the goods or services you paid for, or they weren’t as described or to the standard expected).

• You paid for goods or services using your credit card and the contract is between you and the supplier of the goods or services.  
• There’s been a breach of contract or misrepresentation by the supplier of the goods or services (e.g. you don’t receive the goods or services you paid for or the goods or services you paid for aren’t as described or to the standard you reasonably expected).
• The cost of the item or service was more than £100 but not more than £30,000.

• This must be a single item credit card purchase e.g. if you bought two items at the same time (e.g. two tickets to the theatre) that cost more than £100 together, but each item on its own cost less than £100, Section 75 wouldn’t typically apply.
• You’re covered for the full amount even if you only paid part of the payment by credit card (e.g. the deposit) – e.g. if you paid £5,000 for a new kitchen but only paid a deposit of £500 by credit card, you would still be able to claim the full amount (i.e. £5,000) under Section 75.  

If Section 75 protection applies, we can usually raise a claim if the breach of contract or misrepresentation by the supplier of goods and/or services has occurred as a result of one of the following events (which is not exhaustive): 

• The item or service you paid for hasn’t been delivered or provided to you.
• The goods or services you received are faulty, not as described and/or defective.
• The business you bought from goes out of business before you receive your item or service.

If you want to raise a Section 75 claim against Danske Bank as your credit card provider, follow these steps:

1. Contact the Retailer: Try to resolve the issue with the retailer or service provider first as this is often the quickest way to address the problem. You are not required to do this, but it is often advisable.
2. Collect Evidence: Gather all documents related to your purchase (receipts, contracts, etc.) and any correspondence with the retailer or service provider.
3. Contact us: Reach out to us on 0345 600 2882 to raise a claim.