Helping you resolve debit card payment issues

Debit card payment support

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

On this page

How can we help you?

Don’t recognise a payment on your statement?

Protecting your card when shopping online

How to report fraud

We’ve got you covered

Here you’ll find support to help resolve common issues with debit card transactions including details on how to dispute a transaction.

How can we help you?

You've noticed a suspicious payment on your account

There can be a number of explanations for a transaction that you might not recognise immediately:

A company you know may be trading under a different name
A joint account / secondary cardholder that has made the payment
A free trial that has expired e.g. Credit Expert or Amazon Prime
A regular payment e.g. Netflix

If you are still unable to recognise the transaction then please contact us to report fraud or suspicious activity on your account.

There's a problem with a subscription or a recurring transaction

If you’re looking to cancel a subscription, been charged again for a cancelled subscription or want to change a cancellation request then let us know about the dispute:

Open the card payment dispute form *
Select `Get started`
Under `Select your dispute`, choose `There’s a problem with a subscription or a recurring transaction`
Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

We aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on natwest.com

You haven't received goods or services (including flights or holidays)

If you’ve paid for goods/services that didn’t arrive or for a flight/package holiday that you haven’t received then you can complete our online dispute form.

To let us know about the dispute simply:

Open the card payment dispute form *
Select `Get started`
Under `Select your dispute`, choose `You haven’t received your goods or services (including flights or holidays)`
Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

We aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on natwest.com

You've cancelled or returned the goods / services however you haven't received a refund

Cancelled or returned an item within the allowed timeframe and the money hasn’t been returned to your account? A retailer agreed to give you a refund and you haven’t received it?

To let us know about the dispute simply:

Open the card payment dispute form *
Select `Get started`
Under `Select your dispute`, choose `You’ve cancelled or returned the goods or services, but you haven’t received a refund`
Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

We aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on natwest.com

You've been charged more than once / charged the incorrect amount

We can help you to resolve the following issues:

You were charged more than once using the same payment method
You were charged more than once with a different payment method
A further charge was taken perhaps following a car rental or hotel stay
A retailer charged the wrong amount
A transaction has been taken on a date much later that you expected
You expected a refund however the retailer took the money again

We’ve created an online card payment dispute form to make reporting this as easy as possible.

To let us know about the dispute simply:

Open the card payment dispute form *
Select `Get started`
Under `Select your dispute`, choose `You were charged more than once, or the wrong amount`
Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

We aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on natwest.com

You used your debit card in a cash machine abroad and there was an issue

Used your debit card abroad and there was a problem at the cash machine or you were charged in the wrong currency? We’ve created an online card payment dispute form to make reporting this as easy as possible.

To let us know about the dispute simply:

Open the card payment dispute form *
Select `Get started`
Under `Select your dispute`, choose `You used your debit card or a cash machine abroad, but there was an issue`
Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

We aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on natwest.com

There's a problem with goods or services that you've received

We can help you to resolve the following issues with good or services:

They are faulty
You think they’re counterfeit (fake)
Not as described or advertised
Quality of the product not as advertised
Your dispute relates to binary trading

We’ve created an online card payment dispute form to make reporting this as easy as possible.

To let us know about the dispute simply:

Open the card payment dispute form *
Select `Get started`
Under `Select your dispute`, choose `There’s a problem with the goods or services that you’ve received`
Follow the on-screen prompts

The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim.

We aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays).

* Card payment dispute form held on natwest.com

Don’t recognise a payment on your statement?

If you don’t recognise a payment on your statement it could be because the company you have made a payment to may have a different trading name from the one you expect. For example, if you bought something from Argos, it could appear on your statement as 'Home Retail Group'.

List of common retailer names

Protecting your card when shopping online

Verified by Visa and MasterCard SecureCode helps protect your card against unauthorised use when you shop online by requesting a One Time Passcode on certain transactions.

How it works