Your rights when paying by credit card Section 75 sample letters
Use these sample letters to make a complaint. You can adapt the text of them if you are making your complaint by email or through the company's website.
To claim a refund from a credit card company for an item you ordered that you have not received, and the retailer has gone bust
(Your address)
Address of credit card company
Dear
(Reference: account number)
On (date), I ordered (item) from (retailer) at a cost of (£xxx).
The (item) has not been delivered, despite letters to the supplier dated (dates) and I have discovered that the supplier has gone into liquidation.
I understand that under section 75 of the Consumer Credit Act 1974, the credit-card company is liable to the customer for any breach of contract or misrepresentation along with the supplier of goods and services.
The (supplier's) failure to deliver the (item) is a breach of our contract, and as I paid by credit card I hold you liable for this breach. I, therefore, expect you to credit my account with the full purchase price of (£xxx) within the next 14 days.
Yours sincerely
To claim for a faulty product from a credit card company when the retailer won't help
(Your address)
(Credit provider's name and address)
(Date)
Dear
Reference: Goods purchased using credit card no. (xxx)
On (date), I bought (item) from (retailer) using the above card.
When I accepted delivery of the (item), it proved to be faulty because (explain problem).
I have tried unsuccessfully to resolve this dispute with the retailer and am now looking to you to pay me damages to cover the cost of repair/provide a refund (if you are in time to reject the item).
I base my claim on section 75 of the Consumer Credit Act 1974 which makes you jointly and severally liable for any breaches committed by the retailer.
I should be grateful if you would respond within 14 days.
Yours sincerely