Disputed/Queried Transactions

The Cardholder should contact the supplier direct if he/she wishes to dispute/query any transaction which appears on the statement. Where a credit is due the supplier should be informed that a MasterCard refund voucher/VAT credit receipt/invoice must be raised and forwarded to the Cardholder as soon as possible. This refund voucher will then be processed as a credit to the Cardholders account and will appear on a subsequent statement. The Cardholder should ensure the credit does appear on the subsequent statement and follow-up any failure of the supplier to process the credit.

If the Cardholder is unable to reach a satisfactory resolution with the supplier, then Royal Bank of Scotland should be asked to intervene. The Royal Bank of Scotland Customer Services centre, is available at the following times, except Bank Holidays:

The Customer Services Centre can be contacted by dialling 0870 909 3702

In certain circumstances, Royal Bank of Scotland may require written confirmation before they will intervene in a dispute. Where this is necessary, the Cardholder will write to Customer Services at the address below with full details of the query, together with a copy of any relevant correspondence and supporting documentation.

Commercial & Private Banking

1st Floor
280 Bishopsgate
London EC2M 4RB

Please advise the Card Controller & Royal Bank of Scotland if you experience difficulties with disputed/queried transactions or suppliers.