Once we’ve recorded your dispute, we will send you a declaration form to complete, sign and return. We’ll also need you to provide evidence to support your dispute.

Our agent will tell you what evidence we need and you can also find a summary on the form itself. Generally speaking, you will be asked for:

1. A copy of the receipt of purchase, clearly showing the merchant, amount and purchase detail

2. A letter from yourself, explaining the situation including that you have already attempted to gain a refund from the merchant, and the reasons why you believe you have a valid claim

3. Evidence to support your reason or claiming. For example, proof of cancellation if your trip was cancelled or evidence that shows the goods/services were different to what was advertised.

4. Proof of communication from your merchant that you have attempted to contact them

You can either return a scanned copy of the form and evidence by email to disputes@tandem.co.uk or to the following postal address:

Tandem Bank
PO Box 10461
LE18 5JB

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