How to make a claim

There are a few instances in which you may need to make a claim with your financial institution. The information below explains when and how to submit a claim.

When it comes to making a claim, there are several different categories.

Card related claims:

Fraudulent/unrecognized card transactions – You can raise this claim if there is a card transaction in your account that you did not make and/or authorise. If you have access to your online account, you must immediately block the card and contact us.

If the card is stolen, you must contact the police to report it and obtain a criminal reference number.

You will need to contact our Customer Care line on 03330 151 858 to raise a claim with an Advisor. The Advisor will assist you through the process, raise the claim on your behalf and advise you of next steps. Please note that the investigation could take up to 120 days.

ATM cash not dispensed or wrong amount dispensed – This can be raised if you attempt to make a withdrawal at an ATM machine, but the machine dispenses the incorrect amount or does not provide any cash and your account is charged the full amount.

You will need to contact our Customer Care line on 03330 151 858 to raise a claim with an Advisor. The Advisor will assist you through the process and advise you of next steps. Please note that the investigation could take up to 120 days.

Goods/services not received or not as described – This claim can be raised when you made a card purchase for goods/service which has not been received or it’s different than described and the merchant was unable to resolve. You will need to provide proof of purchase and/or evidence that you tried to resolve it with the merchant first. Keep in mind that if a time frame for a delivery has not been specified we can raise this clam after 28 days have passed since the purchase was made.

You will need to contact our Customer Care line on 03330 151 858 to raise a claim with an Advisor. The Advisor will assist you through the process and advise you of next steps. Please note that the investigation could take up to 120 days.

Please note: This claim cannot be raised if a wrong item was ordered or you wish to return something you no longer want/like.

Other types of card claims – This can be raised if you paid twice for the same transaction using two different forms of payment, your account has been debited more than once for the same transaction using the same form of payment or you were billed an incorrect amount.

Please note that a proof of purchase needs to be provided by you when raising other types of card claims.

You will need to contact our Customer Care line on 03330 151 858 to raise a claim with an Advisor. The Advisor will assist you through the process and advise you of next steps. Please note that the investigation could take up to 120 days.

Account transfers claims:

Fraudulent/unrecognized account transfers – You can raise this claim when you have an unrecognized transfer going OUT of your account which you have not made yourself. You will need to contact the police to report it and obtain a crime reference number. You will need to contact our Customer Care line on 03330 151 858 to raise a claim with an Advisor. The Advisor will assist you through the process and advise you of next steps.

Scammed online – You can raise this claim when you have a transfer going OUT of your account which you have made yourself for goods/services, but you have been scammed by the seller (blocked, no items received). You will need to contact the police to report it and obtain a crime reference number and proof of the conversation with the seller. You will need to contact our Customer Care line on 03330 151 858 to raise a claim with an Advisor. The Advisor will assist you through the process and advise you of next steps.

Debited account recovery – You can raise this claim when you have a transfer going OUT of your account which you have made yourself, but you’ve made a mistake on the account details, the amount or you have selected the incorrect payee from the list. You will need to contact our Customer Care line on 03330 151 858 or e-mail at hello@suitsmecard.com to raise a claim with an Advisor.

Please note that the investigation could take up to 23 days.

Direct Debit indemnity claim

This claim can be raised where a Direct Debit has been collected from your account when it should not have been for a variety of reasons. The most common reasons for a claim are – Incorrect value, Incorrect date, Unknown merchant, Cancelled contract with the merchant.

THE DIRECT DEBIT GUARANTEE

Information taken directly from the Direct Debit website: https://www.directdebit.co.uk/direct-debit-explained/

Your rights

The Direct Debit Guarantee applies to all Direct Debits. It protects you in the rare event that there is an error in the payment of your Direct Debit. The Guarantee covers Direct Debit payments. It cannot be used to address contractual disputes between you and the billing organisation.

Direct Debit Guarantee

The Guarantee is offered by all financial institutions that accept instructions to pay Direct Debits. If there are any changes to the amount, date, or frequency of your Direct Debit the organisation will notify you (normally 10 working days) in advance of your account being debited or as otherwise agreed. If you request the organisation to collect a payment, confirmation of the amount and date will be given to you at the time of the request. If an error is made in the payment of your Direct Debit, by the organisation or your financial institution, you are entitled to a full and immediate (one business day, two in exceptional circumstances from when it has been established that there has been an error) refund of the amount paid from your financial institution. If you receive a refund, you are not entitled to, you must pay it back when the organisation asks you to. You can cancel a Direct Debit at any time by simply contacting your financial institution. Written confirmation may be required. Please also notify the organisation

Asking for extra information and evidence – In some cases, Suits Me may require further information to ascertain the nature of the error and confirm that an error has indeed occurred. Any clarifications will help us in any dialogue it has with the collecting organisation. Once an error in the payment of a Direct Debit has been established, you will be refunded immediately (usually within 24 business hours).

You will need to contact our Customer Care line on 03330 151 858 or e-mail at hello@suitsmecard.com to raise a claim with an Advisor.