Need a hand?

If your claim is valid and both you and other payment firms provide us with relevant information to assess your claim, we'll typically reimburse you within 5 business days of you reporting it.

This time limit is subject to you providing us with relevant information to assess your claim. However, some more complex claims may take up to 35 business days to be reimbursed. This will only happen when we need extra time to gather information from you or the bank that received the payment. We'll let you know if we need extra time to assess your claim.