If you don't recognise a transaction, you'll find everything you need to know here.

For disputes relating to Thomas Cook

Customers affected by the news that Thomas Cook has ceased trading should click here to raise a dispute.

Further information is available at thomascook.caa.co.uk.

Be wary of any correspondence (e-mails, text messages, letters, phone calls or direct messages via social media) that may be offering assistance in reclaiming your refund from Thomas Cook.  If you are unsure of someone that has contacted you – Take Five to Stop Fraud 

I don't recognise a transaction

There may be a number of reasons why there is a transaction on your account that you don't recognise. Here are some possible explanations which might help you identify the transaction, but if you still don't recognise it, you can also contact us.

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.

I recognise a transaction, but wish to dispute it

First steps

In most cases you will need to try and solve the problem by first contacting the retailer.

If you are then unsuccessful you will need to contact us in order to query any transaction on your account.

What are your rights on making a claim?

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 is related to one of the following:

  • Purchases of over £100 (and under £30,000)
  • A breach of contract (e.g. non-receipt of goods/services or goods that do not match the description of what you ordered); or
  • Misrepresentation (e.g. the retailer made false promises to get you to purchase their goods or service).

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. You can also contact us directly here

Debit card 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.