Provisional credit on disputes, assessed within 48 hours

When you dispute a card transaction, we now assess provisional credit within 48 hours — so a contested charge does not hold your balance hostage while it is investigated.

A disputed card transaction can take weeks to resolve through the chargeback process. That is a poor reason for the money to be missing from your account in the meantime. From today, provisional credit is assessed within 48 hours of a dispute being raised.

If the dispute is upheld, the credit stands permanently. If it is not, the credit is reversed — and the reversal, like everything else on the ledger, is a new transaction that appears on your statement with the reason attached. Nothing is edited and nothing disappears.

You can follow every stage of the dispute from the transaction itself, with the evidence we hold and the deadline the card scheme imposes shown alongside.

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