Chargebacks and disputed transactions - Santander

1 Chargebacks and disputed transactionsWhen you make a purchase on your card, sometimes things can go wrong. If you pay with yourSantander debit or credit card and your goods are faulty or damaged when you receive them, orthe amount you ve been charged is wrong, you could be eligible for a refund. Your rights can varydepending on whether you paid using a debit or credit card, so please see the table below forinformation on your rights and how to make a card and credit cardChargebacksWhat is a chargeback?A chargeback is a process that Santander can use to recover money on yourbehalf from a seller or merchant for goods/services purchased on your debitcard or credit of circumstances that mean you may be able to make a claim .

2 N Goods have been ordered but not receivedn Goods received are different to what was ordered or are faulty/damagedn Amount charged on statement is different to amount quoted or you havea duplicate chargen Subscription has been cancelled but the company have taken anotherpaymentn Received counterfeit goods or a letter from customs and excisen Ordered samples or free trials from a company and now they havecharged youWhen can I make a claim ?n A chargeback must be raised within 120 days of the transaction or thedate the goods/service were expected, or from the date that you becameaware that you would not receive the goods/service (as long as it is notmore than 540 days from the transaction date) If related to a delivery and there was no delivery date, please wait for15 days from the order dateWhat information do I need to provide?

3 To support your claim the type of evidence you need to provide depends onyour specific claim but it usually includes:n Detailed description of the goods or service you have purchased/orderedn Proof of purchasen Proof of return of goodsn Merchant namen Transaction daten Amount charged/evidence to support correct amountn Terms and conditions of the purchasen Evidence that the goods or services were faulty or differ from how theywere describedn Details of attempt to resolve with merchantRemember you should try and contact the merchant/seller in the firstinstance to try and resolve.

4 If related to goods received that are faulty ordifferent to what was ordered, you must have returned or attempted toreturn the goods, and allow the company 15 days to provide either a refundor replacement items. If you can t provide us with sufficient evidence, wemay be unable to proceed with your card onlySection 75 What is section 75?Section 75 of the Consumer Credit Act 1974 gives you protection in theevent you suffer from a breach of contract or misrepresentation whenbuying provides protection for goods or services that weren t received at all, werefaulty, or were otherwise not as described.

5 It also provides protection forpurchases made from companies that then go bust before the service can beprovided - such as a flight or these circumstances, the law holds the credit card company jointly liablewith the retailer, meaning you can claim a refund from can I make a claim ?You ll be able to make a claim under Section 75 of the Consumer Credit Act1974 as long as:n The goods were purchased using your Santander credit card (debit cardsdo not give section 75 protection)n The primary cardholder purchased the goods/services or benefitted fromthe purchase if made by an additional The individual goods or services cost more than 100 and less than orequal to 30,000n You paid the supplier of the goods or services directly using your creditcard (Note if you paid a third party such as a travel agent, PayPal orAmazon Marketplace then you may not have section 75 protection)

6 N The purchase was made within the last 6 yearsHow to make a claim :To make a claim , call us on 0800 9 123 123. Lines are open 7am to 9pmMonday to Saturday and 8am to 9pm for any reason you re not happy with our decision you may be able torefer your complaint to the Financial Ombudsman Service. The FinancialOmbudsman Service acts as an independent and impartial organisation whichhelps settle disputes between consumers and financial services can find out more information UK plc. Registered Office: 2 Triton Square, Regent s Place, London, NW1 3AN, United Kingdom.

7 Registered Number 2294747. Registered in England and Wales. Telephone 0800 389 7000. Callsmay be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is and the flame logo are registered 2359 JAN 18 H REF OPC00996 Debit card and credit cardHow to make a claim :To make a claim , call us on0800 9 123 to Saturday and 8am to 9pm informationSome disputes can take time to resolve. There are conditions that have tobe met and the process has various steps, so please respond to us withinthe timeframes given in our letters to ensure we can work on your claim ,otherwise it could be for any reason you re not happy with our decision you may be able torefer your complaint to the Financial Ombudsman Service.

8 The FinancialOmbudsman Service acts as an independent and impartial organisation whichhelps settle disputes between consumers and financial services can find out more information card only