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Consumer Rights.

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.

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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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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I think I may have given a fraudster my bank details

The aim of many scams is to access your bank details. The way the fraudsters do this differs, depending on the scam. Read here what to do if you've been scammed.

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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 in the unfortunate circumstance that you’ve sent money to the wrong account.

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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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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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I’ve been charged an excessive payment surcharge, what can I do?

Although legal, payment surcharges must be cost reflective. Read on to find out what you should do if you think you’ve been charged an excessive payment surcharge.

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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 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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Template Letters

Free download

Letter to make a chargeback claim

Chargeback applies to all debit card transactions and can help you get your money back on transactions under £100 and not covered by Section 75. This letter can help.

Free download

Letter to report a problem with something bought on credit card

Under Section 75 you can claim against your credit card provider when goods you've bought with a credit card develop a fault. Use this template letter to make a claim.

Free download

Letter to make a Section 75 claim for a cancelled flight

You can claim for a cancelled flight paid for using a credit card and with a total ticket value of over £100, if the airline refuses to refund you.

Free download

Letter to claim under Section 75 for undelivered tickets

If your undelivered tickets had an individual value of £100 or more, you can use this template letter to claim a refund from your credit card provider.