Credit & debit cards
When you shop using a credit or debit card you have extra protection - Section 75 of the Consumer Credit Act for credit cards and chargeback for debit cards. Read our guides to find out more about when and how to make use of these rights.
Answers to your problems
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My card has been lost or stolen and used to purchase goods
It can be distressing if your credit or debit card is stolen has been used to purchase goods. You have rights to get your money back but you must act promptly.
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Can I claim on my credit card when something goes wrong?
You can claim under Section 75 of the Consumer Credit Act if you've paid with a credit card and something goes wrong.
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How do I use chargeback?
Our guide tells you how to use chargeback if there's a problem with something you've bought on a debit or credit card.
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I’ve been charged an excessive payment surcharge, what can I do?
Although legal, payment surcharges must be proportionate. Read on to find out what you should do if you’ve been charged an excessive payment surcharge.
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There's a transaction on my credit card I know nothing about
If an unauthorised transaction has taken place on your credit card, you can challenge it and get your money back.
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I think I may have given a fraudster my bank details
The aim of many scams is to access your bank details. Fraudsters do this in many ways, depending on the scam. Read here what to do if you've been scammed.
Step by step guides
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How to complain if your card is stolen and you're refused a refund
If your card has been lost or stolen and your card provider claims you've been negligent, follow our step-by-step guide to get your money back.
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How to complain about unauthorised transactions on your card
If there has been an unauthorised transaction on your card and your provider refuses to refund your money, follow our step-by-step guide to get your money back
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How to complain to your credit card company about a faulty product
If you want to make a claim to your credit card provider about a faulty product, Which? explains what you should do
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How to complain to your credit card company about a service
If you want to make a claim to your credit card provider about a service, Which? explains what you should do
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How do I get money back that I’ve sent to the wrong bank account?
The code of best practice on ‘misdirected payments’ outlines how your bank should act if you’ve transferred money to the wrong bank account.
Letters
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Letter to report a problem with something bought on credit card
If goods bought with a credit card develop a fault, under Section 75 you can claim against your credit card provider. Use this template letter to make a claim.
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Letter to credit card if company goes bust
If you've bought goods and the company goes bust, you have extra protection if you paid with a credit card. Use this Which? template letter to make a claim.
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Letter to make a chargeback claim
Knowing if and when to make a Chargeback claim to your debit or credit card provider is not always straight forward. Let us guide you through.
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Letter for a refund from your credit card for overbooked car hire
If your car is not provided you can also claim from your credit card provider under the Consumer Credit Act. You can use the letter below as a template.
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Letter to card provider to ask for a refund if your card is stolen
If your card has been lost or stolen and your card provider is refusing to refund the money that has been taken, use this letter to help get your money back.
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Letter to claim under Section 75 for undelivered tickets
Use this letter template to claim a refund from your credit card provider under Section 75 of the Consumer Credit Act for undelivered tickets.
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Letter to make a Section 75 claim for a cancelled flight
How to claim for a cancelled flight, paid for using a credit card, under Section 75 of the Consumer Credit Act if the airline has refused to refund you
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