Claiming your money back if your travel company goes bust Ìý
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If you've been affected by your travel provider becoming insolvent, you can make a claim if:
- you paid using your credit or debit card,Ìýand
- your payment was made less than 540 days (around 18 months) ago, and
- you’re not covered by ABTA, ATOL or a similar financial protection scheme or your travel insurance provider (if any) has said that they won’t cover your claim, or
- you’ve spoken to your travel provider, ABTA, ATOL, a similar financial protection scheme or your travel insurance provider and they’ve sent you to us, as your card issuer, to raise a claim.
The easiest way to do this is by using our claim form in Online Banking.
- Log on to
- Click ‘Account services’ tabÌý
- Choose ‘Other services’ in the left-hand side menuÌý
- Scroll down to ‘Debit card services’ or ‘Credit card services’
- Click ‘Make a claim’ and start filling in the formÌý
If you don’t use Online Banking, please contact us
Don’t use Online Banking but want to use it? Read our Online Banking page to learn how to sign up.
Please fill in the form and upload your supporting documents.Ìý
Once you’ve sent us your form, we’ll:
- send you an email to confirm we’ve got your claim, and
- take a look at your documents and let you know if we need more details from you.Ìý
Calling us to raise a claimÌý
We’ll take some details of your claim then send you a disputed transaction form. You’ll need to sign and return it to us along with your supporting documents. Once we get what we need, we can raise your claim for you. Ìý
91ÊÓƵµØÖ·ÏÂÔØing documents
You need to send us documents to support your claim.Ìý
- If you claim online, you’ll need to upload your documents when you submit your claim.Ìý
- If you call us to make a claim, you’ll need to return the documents to us along with the disputed transaction form that we’ll send to you.Ìý
Without these documents, it may be difficult to assess your claim. Please keep the originals for your own records and avoid stapling your documents together or attaching them to the disputed transaction form.
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Raising your claim
Once we get your claim and supporting documents, a case handler will check it and make a decision. If we then raise a claim with your travel provider, we’ll pay out for how much you’re claiming for back into the account it was paid from. This will be done while we wait for the outcome of your claim. Once we know, we’ll send you a letter explaining what happens next.
Most claims take up to 45 working days (9 weeks) to complete. However, some claims may take longer if lots of customers are claiming (for example, when a larger travel provider becomes insolvent).
Your claim may not be successful. If it is, we’ll explain why.Ìý
Payments not made by debit or credit card
If you’ve paid byÌýcash,Ìýcheque, orÌýDirect Debit, we can’t raise a claim for you. Please speak to your travel provider, ABTA, ATOL, a similar financial protection scheme or your travel insurer for more details on how to make a claim.
Payments made through payment processors such as PayPal
If you paid your travel company using a payment system such as PayPal, we can only process claims if you paid using your credit or debit card.Ìý
If you chose to pay directly from your bank account using your account number and sort code (this will show as ‘DD to PayPal’ on your statement), you’ll need to check with your travel provider ABTA, ATOL, a similar financial protection scheme or your travel insurer for more details on how to make a claim.Ìý
Be aware of fraudÌý
Criminals will use a companyÌýgoing into liquidation as a cover story to try and scam you out of your money.Ìý
It’s important that you keep your personal, security and card information safe and secure as criminals may target your accounts. They may contact you pretending to be Santander, the police or another organisation and use this information to convince you they’re genuine.Ìý
See our list below to learn more about spotting fraud and how to protect yourself.Ìý
- Use Take Five to check that you’re speaking to a genuine person by calling us directly using the number on our website before discussing any details about your account, card or claim.
- Criminals will sometimes use a tactic called ‘spoofing’. This is where they make it look as if their telephone number, email or text is from your bank (or other organisation) – they can even make them appear in the same thread alongside genuine messages.Ìý
- They may ask you to make a payment or share your security details, such as Online Banking passwords or One Time Passcodes (OTPs). Never share these with anyone, even if they say they’re from Santander.