While most disputes are resolved within 45days of us receiving all the forms and evidence we need from you, in some cases it can take us 90 days or more if the merchant challenges your dispute or there are delays.

In many instances, you’ll be able to resolve the issue quicker by contacting the merchant directly.

These are unprecedented times, and therefore the volume of disputes we’re processing at the moment has significantly increased. Unfortunately, this can lead to delays with us investigating your dispute.

We’re aware that some travel companies and airlines are delaying refunds at the moment while they are trying to adapt to the Covid-19 pandemic and the strain this has put on some of their businesses. You are free to continue to engage with the merchant while your dispute is ongoing, we just ask that you let us know if anything changes with them.

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