Payment charged twice or wrongly: how to check, dispute and complain (the United Kingdom)

Is the service having trouble?

Check the service's status card on this site—it shows reports from the last 24 hours compared to the usual level. Visit the service's official website and look for an official status page if one is published; this site links to it when we have found it.

What to do right away

This tells you whether the problem is your connection or device.

Go to the official help pages and contact page of the service—linked from the service page here—and ask about the charge. You can also send a report on this site using the report button; you are allowed one report per service per hour.

Look at your bank statement or log in to your bank to see the charge clearly. Write down the date, amount, and any reference number. Your bank can see details that the service may not be able to explain.

Who can confirm a problem, and how to reach the service

Reports on this site are unofficial. Only the payment service and your bank can tell you whether a charge was mistaken or duplicated.

The payment service may have published an official status page (this site links to it). The official help and contact pages are your way to reach the service directly.

If you were charged twice or wrongly: how to dispute it

Start by contacting the business you are unhappy with. Most complaints can be resolved directly. In most cases the business is given as long as 8 weeks to look at your complaint.

If you do not receive a response within 8 weeks, or if you are unhappy with the answer, you can refer your complaint to the Financial Ombudsman Service. You must bring your complaint to them within 6 months from the date of the final response from the business.