I've cancelled or returned the goods or services, but haven't received a refund

If you’ve cancelled or returned something (within the allowed time frame), or the retailer agreed to give you a refund, and you haven’t received it. There’s no need to call as we’ve created a simple online form(opens in a new window) to make resolving this as smooth as possible.

Open the form and select “You’ve cancelled or returned the goods or services, but you haven’t received a refund” and then follow the on screen prompts. The form will take approximately 5 minutes to complete and you will receive automatic updates throughout your claim. In light of the recent outbreak of coronavirus, we’re working through a large volume of claims, we aim to review your case and any documentation within 10 working days (excludes Saturdays, Sundays and Bank Holidays). Simply use our online form.(opens in a new window)