Disputing a transaction

 

Your card purchases might be covered if something goes wrong. Find out why and how it works.

 

How to make a claim

If you bought something with your credit card and something’s gone wrong, you might want to dispute the transaction to claim back what you paid. You can do this in two ways: chargeback or Section 75.

 

Find out all you need to know in our simple guide. Keep in mind, this guide offers general information about card disputes and each case will be different.

 

To report fraud, check out our fraud information.

Chargebacks 

What’s a chargeback?

 

If something goes wrong when you buy something with a debit or credit card, we might be able to get the money back for you from the company (although there’s no guarantee), known as a chargeback. We follow a process with rules set by Visa.

 

 

When can I make a chargeback claim?

 

There are lots of reasons you might be able to get a chargeback, like:

  • if you bought something and didn’t receive it
  • if you bought something that turned out to be faulty, fake, or broken (you may need to return what you bought for us to help) 
  • if you’re charged the wrong amount or charged twice by mistake 
  • if you’re charged after cancelling a subscription 

It’s best to raise your dispute as soon as you realise there’s a problem with your transaction. Usually, you’ll need to ask for a chargeback within 120 days of the transaction or when you were due to receive what you bought. If you raise it after then, we may not be able to help. You can’t raise a chargeback claim with us if you’ve already had a refund from the company.

 

 

How do I make a claim?

 

Before you get in touch with us to raise a dispute, try to sort the problem out with the company first. If you don’t get anywhere with the company, let us know why you’d like to raise a chargeback claim and we’ll do our best to help. Find out how to contact us.

 

 

What do I need to make a claim?

 

You’ll need anything related to your purchase on hand when you raise a dispute, including:

  • the company's name
  • the date you paid and how you paid it. For example, in store, over the phone or online with your card, or even through a payment service like PayPal or Klarna
  • a detailed description of the goods or services you bought and when you should get them
  • the receipt or invoice
  • details of what went wrong
  • proof you returned goods, like if they were faulty
  • any communication you’ve had with the company about the problem

If you’re struggling to get any of this information, let us knowWe might ask for more information once you’ve made your initial claim. To make sure we can review your dispute, it’s best to share any information you have with us as soon as you can. 

Section 75: your rights when you pay with a credit card

 

What is Section 75?

 

Section 75 is part of the Consumer Credit Act 1974. It can protect you if there’s a dispute about something you bought with a credit card.  

 

When does it apply?

 

Section 75 covers credit card purchases between £100 and £30,000. You might be able to get some or all your money back if: 

  • the company you bought the goods or services from breaks their contract with you, or
  • you decided to buy the goods or services based on false information (also known as a misrepresentation)
  • the company has gone out of business

Keep in mind, the validity of a claim will depend on individual circumstances. 

If it doesn’t apply, you might be able to get a chargeback.

 

 

How long do I have to make a Section 75 claim?

 

You should make a claim within 6 years of buying the goods or services (5 years in Scotland).

 

 

How do I make a claim?

 

Let us know why you’d like to raise a Section 75 claim by giving us a call. Visit our contact us page for our opening times.

 

 

What do I need to make a claim?

 

Every claim is different, and we review them individually. Make sure you keep anything related to your claim, as we might need it during our review. 

To start your claim, you'll need:

  • details of what you bought
  • details of the issue with your purchase
  • details of how the goods or services were sold to you (like an advert)
  • the company's terms and conditions and any contract you received
  • any communication you’ve had with the company to try and sort the problem out