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Cancelled festival refunds

If your festival tickets were cancelled, please contact the ticket seller directly to request a refund.

Please wait until the seller's refund timeframe has passed before raising a dispute or claim with us. If your refund has not been received by then, please visit our chargeback page.

What if I don’t recognise a transaction?

There are a few things you can do to find out what happened

When you first spot a transaction on your statement you don’t recognise it can be difficult to know what to do. Here are a few things to think about that might help:

  • The retailer might have a different trading name. Take a look at our list of popular retailer trading names
  • Did you sign up for any subscriptions or free trials that asked you to give your card details?
  • Check your emails including your junk folder from the date of the transaction. You might find details of a transaction you've made, or a subscription you signed up for.
  • If you’ve got any additional cardholders, remember to ask them if they recognise the transaction.
  • If possible, get in touch with the retailer and ask them what the payment was for.

If you believe you’ve been a victim of fraud, please call us immediately on 0345 300 4278*

If you're still not sure what the payment is for but do not think it was fraud, please call us on 0345 300 4278*.

*This number may be included as part of any inclusive call minutes provided by your phone operator.

So we can help as quickly as possible, please have a few things to hand:

  • Your credit card number or your sort code and account number.
  • The date and merchant name on the transaction you don’t recognise. You’ll find this on Online Banking, our Mobile App or your paper statement.

Making a chargeback claim

If you find out what the transaction was for, but something has gone wrong for example, you’ve been charged more than once, you may be able to make a chargeback claim.