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

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.

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.

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.

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.
 

 

 

Ask another account holder

If someone shares your account, they may have made the transactions.
 

Check repeat payments

It may be that his 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.

There is some useful information below that might help you solve the problem quickly and advise what information you will need to have ready when you contact us here.

 

Contact us quickly

It is important that you contact us as soon as possible when you know that there is an issue as we have 120 days from the date of the transaction to raise the dispute on your behalf. This includes any time it takes for you to provide further information or evidence to us.

For disputes such as non-receipt of goods/service, defective goods or goods/services not as described this timeframe may extend if you expected to receive the goods/services at a later date.

Once you have contacted us it can take time for us to review all of the information and investigate your dispute. Please allow up to 28 working days before contacting us again. If we need any further information in that time we will contact you.

 

What happens next?

The retailer and their bank have an opportunity to respond with comments and evidence of their own. This can take up to 45 days. So we may contact you at a later date and ask you to review these and provide further comments and/or evidence to continue with your dispute.

The majority of disputes will be complete within 3 months of the date it is first raised with the retailer.

 

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.