How long will the refund on my debit card take?

Unfortunately we cannot give exact timescales as we aren't able to see refunds before they reach your account.

While there are no set timescales for how long a refund will take, if you are waiting for a refund we must wait 15 days for the refund to show on your account. If it hasn't been 15 days yet and you have concerns, we recommend that you discuss those concerns with the company.

If you haven't receive a refund after 30 days from the date on your refund receipt, we may be able to help.

We will require a few things from you to enable us to review your dispute:

• A written summary of your dispute including confirmation of how you have attempted to resolve with the company and details of any response given.
• A copy of the refund receipt showing at least the last 4 digits of the card being refunded, the date and the amount of the refund. If you do not have a refund receipt, we would be unable to help and you would need to raise your concern with the company.

Please note: You are still eligible to claim refund for any purchase you made with your old Visa card, in line with the merchant’s refund policy, using your Mastercard®. If the merchant says that they cannot refund to a different card and ask for the card matching the part numbers on the receipt. You should explain that this is a replacement card you have received from the bank and that it is for the same bank account.