If you notice that a debit card payment has been charged incorrectly, or that the goods or services were not as expected, you should contact the retailer first to resolve the issue.
If the retailer proves unresponsive or unhelpful, you can contact us and we will try to assist you. Please note that for Citi to raise a dispute on your behalf, you will need to have approached the seller directly first.
When can I raise a dispute?
lf you can answer YES to any of the statements below, please complete the Dispute Declaration Form:
- The payment was processed in a different currency than authorised
- The payment amount is incorrect or has been duplicated
- You have been charged for a purchase that was paid for by other means e.g. cash, another card, etc.
- You were charged for a subscription that has been cancelled
- The goods/services were not as described, defective or not received
- You were expecting a refund that has not been received
Accessing Your Dispute Form via DocSign
You can now complete a Dispute Form electronically using DocuSign, providing you a secure, environmentally-frendly way to submit your from, with no need to fax, scan or mail paper versions.
Please call CitiPhone on 0800 00 55 00 (or +44 20 7500 5500 if dialling form outside of the UK) to request a dispute form.
What happens next?
So we can proceed with your claim, please note that the completed form should be returned as soon as possible, and within 60 days from the date of the statement on which the amount appears.
After receiving your completed form, we will contact you within 10 business days. If you do not hear from us during this time please contact Citiphone on 0800 00 55 00 or +44 207 500 55 00 if calling from outside the UK. Lines are open 24 hours a day, 7 days a week.
If you would like to talk to us about a possible dispute or are unable to answer yes to any of the above statements, please call us on the number above.
Please note that debit cards are not subject to Section 75 of the Consumer Credit Act 1974 under which customers who have a claim against a supplier for breach of contract or misrepresentation will generally have an equal claim against the issuer of their credit card (if the card was used to purchase the item in question).