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Raise a dispute on a debit card transaction

Let us know about your dispute

Debit card retail dispute investigations for NatWest International customers are managed by National Westminster Bank Plc.

Before you raise a dispute

Before we get involved, there are things you can do that could save you time, and might get things sorted sooner.

  • Give the retailer a chance to put things right - Retailers can often fix things quicker than we can, so give them at least 14 days to sort it out. We can't help until you’ve tried.
  • Check the payment isn’t pending - Check your account to make sure the money has been withdrawn. We can’t raise a dispute while a payment is pending.
  • Check when you made the payment - Visa and Mastercard set the dispute rules. If the payment was made within the last 120 days, we’ll be able to look into it for you.

Don’t recognise who the payment went to?

Some companies use a different trading name from the one you would recognise. For example, if you bought something from Argos, it might show on your statement as 'Home Retail Group'.

So if you don’t recognise a payment, it could be the company is trading under another name.

Common retailer names Open in new window

Raising a dispute with Amazon, Netflix, Apple or Google

An unrecognised payment to one of these companies could be linked to subscriptions, apps, or online services you may have signed up to previously.

These companies handle disputes themselves. You can usually raise it through your online account, and they’ll often refund you directly, much quicker than we can. If the retailer doesn't resolve the issue, you can then raise a dispute with us.

How to raise a debit card dispute with us

Getting started is quick and simple.

  • Click 'Raise a debit card dispute' and follow the on‑screen steps
  • The form takes around 5 minutes to complete
  • We’ll keep you updated as your dispute moves along
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The card payment dispute form is held on natwest.com.

Raise a debit card dispute Open in new window