How to Dispute a Card Charge (UK)

United Kingdom

To dispute a card charge in the UK, use Section 75 of the Consumer Credit Act 1974 for credit-card purchases between £100 and £30,000 — your card issuer is jointly liable with the merchant. For debit cards or purchases under £100, request a chargeback through your bank. Both are free to use; the Financial Ombudsman Service handles escalations.

Two overlapping protections — know which to use

UK cardholders have two distinct routes for disputing charges, and choosing the right one from the start saves weeks of back-and-forth.

| Protection | Card type | Purchase price | Legal basis | |---|---|---|---| | Section 75 | Credit card only | £100–£30,000 | Consumer Credit Act 1974, s.75 — a statutory right | | Chargeback | Any Visa/MC/Amex card (credit or debit) | Any amount, typically within 120 days | Card scheme rules — voluntary but FCA-regulated |

The key practical difference: Section 75 makes your card issuer jointly liable with the merchant — you can claim directly against your bank without pursuing the merchant first. Chargeback is the bank disputing the transaction with the card network on your behalf; it's not a guaranteed right but is widely accepted in practice.

Step 1 — Work out which protection applies

Run through this quick check:

Did you pay by credit card? If yes, and the item's total price was over £100 and not more than £30,000 → Section 75 is available.
Did you pay by debit card, or was the amount under £100? → Chargeback is your route.
Both can apply simultaneously to a credit card purchase in the £100–£30,000 range — most consumers use Section 75 for large or disputed purchases because the legal footing is stronger.

Note on PayPal and digital wallets: Section 75 generally does not apply to purchases made through PayPal or similar third-party payment processors, because the direct "debtor-creditor-supplier" relationship required by the Act is broken. Use chargeback instead if you paid through PayPal.

Step 2 — Try the merchant first

Write to the merchant explaining the problem and what resolution you want (refund, replacement, or repair). Keep a copy. Many disputes resolve here. If the merchant has gone into administration or is unresponsive, skip this step and go straight to your card issuer.

Step 3 — Contact your card issuer

Section 75 claim: Call your credit card provider and say clearly: "I am making a Section 75 claim." Confirm in writing. Explain that:

You paid by credit card
The item's price was between £100 and £30,000
There was a breach of contract or misrepresentation (e.g., goods not delivered, significantly not as described, company ceased trading)

The card issuer is legally required to treat this as a Section 75 matter. They cannot simply direct you back to the merchant.

Chargeback request: Call your bank (or use their app or secure message) and say you want to raise a chargeback. Quote the transaction date, merchant name, and amount. Common chargeback reasons include:

Goods/services not received
Transaction not recognized (possible fraud)
Duplicate charge
Item significantly not as described

Most banks have a dedicated disputes or fraud team. The typical deadline is 120 days from the transaction date (or from the expected delivery date for non-received items) — check your bank's specific terms.

Step 4 — Support your claim

Attach copies of:

Your receipt or order confirmation
Any emails or chat logs with the merchant
Photos of damaged goods, or screenshots of what was advertised vs. what arrived
Proof of non-delivery (tracking information showing non-receipt)

Banks resolve disputes faster when evidence is clear and attached at submission.

Step 5 — If the bank rejects your claim

If your bank or card issuer rejects a Section 75 or chargeback claim you believe is valid:

Ask for the rejection reason in writing.
Submit a formal complaint to the bank — this triggers a regulated 8-week response window.
After 8 weeks (or if you receive a final response you disagree with), refer your complaint to the Financial Ombudsman Service at financial-ombudsman.org.uk. The service is free to consumers. The Ombudsman can direct the bank to pay you and award compensation for distress.

How Summon can help

Preparing a Section 75 or chargeback claim involves gathering the right evidence, drafting a clear dispute letter, and navigating your bank's complaints process. Summon helps you organize these steps and prepare your correspondence — but the final claim you submit to your bank is yours to review. Because financial institution disputes are governed by FCA regulations, Summon provides guided assistance rather than filing directly on your behalf.

See also: how to dispute a charge in the US if your card is US-issued, and how to get a refund for an online order for merchant-level refund steps. Browse all guides for more UK task walkthroughs.

1
Work out which protection applies
Section 75 applies when you paid by credit card (not debit, prepaid, or charge card) and the item's price — not just the portion charged to the card — was between £100 and £30,000. Chargeback applies to any Visa, Mastercard, or Amex debit or credit card purchase, including those under £100, and must usually be claimed within 120 days of the transaction date.
2
Try the merchant first
Before invoking Section 75 or chargeback, contact the merchant in writing and keep a record of their response. This is good practice and sometimes required by your bank before it will accept a chargeback claim. If the company has gone into administration, skip straight to your card issuer.
3
Contact your card issuer
For Section 75: call or write to your credit card provider and say you are making a Section 75 claim. State the amount, the merchant, and the reason (item not received, significantly not as described, or merchant in breach of contract). Your issuer is legally jointly liable with the merchant — you don't need to pursue the merchant first. For chargeback: call or write to your bank and ask for a chargeback. The bank will dispute the transaction with the card scheme on your behalf.
4
Support your claim with evidence
Provide receipts, order confirmations, photos of damaged goods, emails with the merchant, or any proof of non-delivery. Banks and card issuers handle these disputes faster when evidence is attached from the start. Keep copies of everything you send.
5
Escalate to the Financial Ombudsman if needed
If your bank or credit card provider rejects your Section 75 or chargeback claim and you disagree, you can refer the complaint to the Financial Ombudsman Service (FOS) for free. You must give the firm 8 weeks to respond to your complaint first. The Ombudsman can make binding decisions. Contact: financial-ombudsman.org.uk.

How Summon helps with this

Summon guides you through this task and can gather your details, prepare the forms, and track progress in a live cloud browser. The final submission to dispute a card charge stays in your hands — you review and confirm every step. Summon does not auto-submit on regulated portals.

Want a hand with dispute a card charge?

Summon walks you through dispute a card charge step by step in a live cloud browser — preparing everything and tracking it, with the final submission left in your hands.

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Frequently asked questions

What is Section 75 and when does it apply?+

Section 75 of the Consumer Credit Act 1974 makes your credit card issuer jointly and severally liable for the breach of contract or misrepresentation by a supplier, provided the cash price of the goods or services is more than £100 and not more than £30,000. It doesn't matter if you only put part of the payment on the credit card — as long as the item's full price is in that range.

Does Section 75 cover debit cards?+

No. Section 75 is a statutory right that applies only to regulated credit agreements — credit cards and some point-of-sale credit. Debit card holders rely on the voluntary chargeback scheme operated by card networks (Visa, Mastercard, Amex). Chargeback is not a legal right but banks and card issuers are regulated by the FCA and must treat customers fairly.

How long do I have to make a chargeback claim?+

The deadline depends on the card network. Visa and Mastercard chargeback claims are typically available within 120 days of the transaction date (or 120 days from when you expected delivery for non-received goods). American Express has its own process with similar timelines. Check with your bank for the exact deadline on your card.

What if the merchant has gone bust?+

This is exactly where Section 75 (credit cards, £100–£30,000) is most valuable: your card issuer remains liable even if the merchant is insolvent. Chargeback is also available but can be more difficult if the merchant's bank has already released funds. Act quickly and contact your card issuer as soon as you know the business has gone under.

What does the Financial Ombudsman actually do?+

The Financial Ombudsman Service (FOS) is a free, independent service that resolves disputes between consumers and financial businesses. If your bank refuses a Section 75 or chargeback claim and you believe they're wrong, you can complain to the FOS after giving the bank 8 weeks to respond. The Ombudsman can direct the bank to pay compensation. Around 35–40% of bank complaints referred to the FOS are resolved in the consumer's favour.

Can I make a Section 75 claim for a holiday or service booked online?+

Yes, if the total price was £100–£30,000 and you paid by credit card. This includes package holidays, flights booked direct, events, and services. If a company cancels and refuses a refund, Section 75 lets you claim against your card issuer. Section 75 doesn't cover purchases made through most third-party payment processors (such as PayPal) because the required 'debtor-creditor-supplier' relationship doesn't exist.

Related guides

Sources

Last updated 2026-05-27.