Finance glossary
Disputed Transaction
Also known as: Transaction dispute
In simple terms
A disputed transaction is a card or account payment you challenge — because you did not make it, were charged the wrong amount, or did not get what you paid for.
On this page
What does disputed transaction mean?
A disputed transaction is any payment you formally query with your bank or card provider. It could be an unauthorised payment (fraud), a duplicate or wrong-amount charge, or goods and services you paid for but did not receive as described.
The route to resolve it depends on which of these it is.
How disputing a transaction works
For unauthorised payments, report them promptly and your provider must generally refund you under the Payment Services Regulations 2017 unless you acted fraudulently or with gross negligence. For goods/services problems, you may use chargeback, or Section 75 on credit-card purchases over £100.
Keep evidence — receipts, messages and dates — to support your case.
How could this affect me?
Acting quickly matters: prompt reporting strengthens your position and can limit any loss. Different routes have different time limits, especially chargeback.
If your provider does not resolve it fairly, you can complain and escalate to the Financial Ombudsman Service.
Things to watch out for
- Report suspected fraud immediately — delay can weaken your case.
- Chargeback has time limits set by the card scheme.
- Keep evidence of the purchase and the problem.
Know your rights
- Unauthorised payments are generally refundable under the Payment Services Regulations 2017 unless you acted fraudulently or with gross negligence.
- You may also use chargeback (card-scheme process) or Section 75 (credit-card purchases over £100); complaints go to the Financial Ombudsman Service.
General information, not personal advice
Consumer Credit is an independent information service. We do not provide regulated financial advice or sell financial products. For advice on your own situation, speak to an appropriately authorised firm or a free service such as MoneyHelper. About Consumer Credit.
Sources
We checked this page against these official and authoritative sources.
- legislation.gov.uk, The Payment Services Regulations 2017 (opens in a new tab). Accessed 22 Aug 2026.