Your Rights When Disputing a Bank or Card Charge
If you believe a charge on your bank or credit card account is incorrect, unauthorised, or relates to a product or service that was not delivered as promised, you have a number of avenues available to you. Understanding which route to take — and how to document your dispute correctly — significantly increases the likelihood of a successful outcome.
Section 75 of the Consumer Credit Act
If you paid by credit card for goods or services costing between £100 and £30,000, Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the seller. This means you can claim against your card provider directly — even if the seller has gone out of business or is refusing to engage.
To make a Section 75 claim, you will need to write to your card provider setting out the facts of the case, what you purchased, what went wrong, and the remedy you are seeking. The card provider must investigate and respond.
Chargeback for Debit Cards and Smaller Credit Card Purchases
For purchases below £100 on a credit card, or any purchase made by debit card, you may be able to request a chargeback through your bank. Chargeback is a Visa, Mastercard, or Amex scheme rule — not a legal right — but banks are generally required to process valid claims.
You typically have 120 days from the date of the transaction, or the date you became aware of the problem, to request a chargeback. Contact your bank as soon as possible and put the request in writing.
What to Include in Your Dispute Letter
Whether you are making a Section 75 claim or a formal complaint to your bank, your letter should include:
- Your full name, account number, and the specific transaction(s) in dispute
- The date of the transaction and the amount
- A factual summary of what went wrong
- Evidence — receipts, screenshots, emails, or any correspondence with the seller
- The specific remedy you are requesting — refund, replacement, or other
- A deadline for response — 14 days is standard
What to Do If the Bank Rejects Your Complaint
If your bank rejects your dispute or fails to respond within 8 weeks, you have the right to refer the matter to the Financial Ombudsman Service (FOS). The FOS is free to use and can order banks to pay compensation.
Before referring to the FOS, you will need a final response letter from the bank — or evidence that they have not responded within 8 weeks. Keep all correspondence carefully.
Need Help Writing Your Dispute Letter?
Equisure Direct prepares professionally drafted dispute correspondence on your behalf. We review your situation, structure the letter correctly, and make sure your rights are clearly referenced. Get a free initial review.