Disputes

If you bought something with FlexPay but it wasn’t right, here’s what to do.

If you’ve used your FlexPay to buy goods or services that haven’t been delivered, or aren’t as you expected, you may be able to get your money back. We’re here to support you.

Disputing a transaction

How do I dispute a transaction with a FlexPay retailer?

If you’ve used your FlexPay account to buy goods or services that haven’t been delivered, or aren’t as you expected, we may be able to help you get your money back.

There are several reasons why you might want to dispute a transaction. 

Here's a handy checklist of the most common disputes:

• When you haven’t received the item paid for
• Where the item or service received was not as described
• Paying for a service which is not received.
• Being charged twice for the same product or service

Important information:  A retailer dispute claim is not covered where you have changed your mind about buying a product or service.

For us to help you, before contacting us about a dispute you should:

• Contact the retailer.
• Give them time to respond.
• Keep evidence of interactions, receipts, etc.

Disputes must be raised from 120 days of delivery date.

If you have been unable to find a resolution directly with the retailer, call us on 0345 2680 831 or +44 (0) 1268 653 744 if you're calling from abroad. Lines are open Mon - Sun, 8am - 8pm. Standard network charges may apply.

How do I report a payment dispute?

To raise a dispute about a transaction, please call our Customer Services team on 0345 2680 831 or 01268 653 744 if you're outside the UK. Our phone lines are open 8am - 8pm Monday to Sunday.

Whilst your transaction is in dispute we won’t ask for any payments. However, any payments already detailed in statements prior to the dispute being raised should still be paid.

Section 75

Section 75 protection on your account

For certain disputes, e.g. on goods delivered over 120 days ago, Section 75 is another route we may be able to investigate for you.  

Section 75 of The Consumer Credit Act 1974 gives customers legal rights if they’ve paid for goods or services using their FlexPay account. It applies when the total price of the goods or services is over £100 but not more than £30,000, and all or part of the purchase price was made using the FlexPay account.  

If you’ve bought something using your FlexPay account, the credit account issuer and the merchant may be equally liable for compensating you if things go wrong. For example, if there's a breach of contract or misrepresentation by the retailer against you, you may be able to successfully claim a refund. 

When does Section 75 not apply?

When the value is lower or higher than the threshold. Claims are limited to goods or services where the total purchase price is over £100 but not more than £30,000 and all or part of the purchase price was paid using a credit account.

Making a claim under Section 75

If you’ve made a purchase on your FlexPay account but the goods were faulty, damaged or didn’t turn up, you may be able to claim with us.

Examples of things we receive claims for include (but not limited to) repairs, holidays, and electrical goods.

Section 75 can be useful when you’ve already tried to get your money back from your retailer and, for example, they’ve ceased trading or aren’t returning your calls.

Call us on 0345 2680 831 or +44 (0) 1268 653 744 if you're calling from abroad. Lines are open Mon - Sun, 8am - 8pm. Standard network charges may apply.

Tell us as much as you can about the dispute, why you consider the retailer didn’t fulfil the agreed arrangement and what losses (if any) you've incurred as a result. We’ll then do our best to make a decision as soon as possible.