Support for customers affected by events in the Middle East

If you’re in Bahrain, Israel, Kuwait, Palestine, Qatar, or the United Arab Emirates (UAE), we recommend you register your presence with the UK government. This ensures you can receive direct updates on the ongoing situation from the Foreign, Commonwealth & Development Office (FCDO).

Registering helps the FCDO keep you informed with direct travel and safety updates relevant to your location.

Please contact your airline, travel provider or tour operator first. They’re best placed to help with rearranging flights, refunds, or alternative travel plans.

If you've booked through a travel agent, get in touch with them as your first point of contact.

If it’s your choice not to travel and the airline hasn’t significantly changed your booking, you’re not able to raise a dispute with Tesco Bank. We don’t have the right to raise a chargeback in these cases.

Please contact the airline or service provider to discuss your options.

You can raise a credit card dispute with Tesco Bank only if:

• the service wasn’t provided
• the company breached the contract
• there’s been an issue with a refund (for example, a refund was agreed but not received, or the amount is incorrect)

If events in the Middle East have affected something you’ve bought and you can’t resolve it with the airline, hotel, travel provider or retailer, you may be able to request a chargeback on your Tesco Bank Credit Card.

Examples related to travel disruption include:

• You haven’t received the service you paid for (including travel/holidays, for example, airline insolvency, cancelled flights, or a cancelled hotel stay).
• You returned item(s) or cancelled a service but haven’t received a refund (including travel services).
• You paid for a service but were charged again by the merchant for something you don’t agree with (for example, car hire, hotel or similar).
• You’ve been charged twice for the same item(s) or service.

Chargeback isn’t guaranteed. We’ll review your claim and any evidence you provide, and the merchant may challenge it.

Please visit our chargeback page to make a claim online.

Have anything related to your purchase on hand while you fill out the form, such as:

• receipts or proof of purchase
• a copy of the retailer’s terms and conditions
• emails or letters you’ve written or received about the issue

Please check these carefully.

Goods not received:

• You must allow 30 days for the retailer to provide the goods before requesting a chargeback.
• Exception: If the retailer missed a specified delivery date, you can apply straight away.

Most purchases (goods received):

• You’ll usually need to ask for a chargeback within 120 days of the transaction or the date you received the goods.

Services (for example, travel/holidays, events):

• If you paid for a service — such as a holiday, flight, hotel stay, or concert—you may have up to 120 days from the date the service was due to take place.

Wrong amount or duplicate transaction:

• You have 90 days from the transaction date to make a chargeback claim.

Yes, Tesco Bank Credit Cards can be used worldwide wherever you see the card scheme logo (subject to merchant acceptance and local restrictions).

For your security, we monitor transactions for fraud protection. Some things you may see:

• When you pay for something online, we may send a code to your mobile to check it’s really you. That’s why it’s important you check we have your correct phone number.
• If you make contactless payments, we may ask you to input your PIN from time to time. So, if your contactless payment is unsuccessful, just insert your card and use your PIN. 
• You may be asked for extra security in our Mobile App or Online Banking, so we can make sure it’s you.

These extra steps are just ways to confirm it’s really you to help keep your account secure.

You can use contactless for purchases up to £100. Sometimes, as a security measure, we may ask for your PIN when performing a contactless transaction.

If you think your card has been lost or stolen, you should let us know straight away using our Mobile Banking App or Online Banking.

Using our Mobile Banking App:

• Using our Mobile Banking App, open the 'Lost or stolen card' feature in 'Account management' on iOS or by clicking the button at the bottom of the screen on the left-hand side on Android.
• From there you'll be able to block your card, all transactions (except pending transactions) and any additional card holders. Unblock your credit card if you find it again.
• Report it either lost or stolen and order a new card.

Using Online Banking:

• Log in to Online Banking, click on the arrow to expand your account and open the 'Your Card' feature by clicking the 'More' button.
• From there you'll be able to report it either lost or stolen, where we’ll block and cancel your card and send you a new one within 7 days.
• If you have any additional card holders, they’ll also get a new card - so be sure to let them know.

Alternatively, you can contact us.

You can request a credit limit change using our Mobile Banking App or via Online Banking.

How to request an increase:

• Mobile Banking App: Go to ‘Account Management’ and select ‘Manage credit limit’. 
• Online Banking: Log in, select your credit card, choose ‘More’ and then ‘Credit limit’. 

Approval isn’t guaranteed and depends on your individual circumstances. By requesting a credit limit increase, you authorise us to review your credit history and any other relevant information required to process your request.

You won’t be eligible for a credit limit increase if:

• your credit limit has changed in the last 10 months (increase or decrease)
• you’ve had your credit card for less than 6 months
• you have more than one credit card in your name
• you’re over your current credit limit
• you’re in arrears and with our collections team (due to outstanding payments)

Please consider affordability: Increasing your credit limit may increase the risk of taking on too much debt, which could be costly or take a long time to repay.

You can decrease your credit limit easily at any time using our Mobile Banking App or via Online Banking.

How to request a decrease:

• Mobile Banking App: Go to ‘Account Management’ and select ‘Manage credit limit’. 
• Online Banking: Log in, select your credit card, choose ‘More’ and then ‘Credit limit’.

The minimum you’ll be able to decrease your limit to is £100, or 105% of your current balance.