If there's an unrecognised transaction on your credit card statement or you see an unauthorised payment , we’re here to help.
Section 75 of The Consumer Credit Act 1974 gives credit card customers legal rights if they’ve paid for goods or services using their credit card.
It applies when the total price of the goods or services is between £100 and £30,000 and all or part of the purchase price was made using a credit card.
If you’ve bought something using your credit card, the credit card issuer and the merchant may be equally liable for compensating you if things go wrong. For example if there's a breach of contract or misrepresentation by the merchant against you, you may be able to successfully claim a refund through us.
We will need to show that the company has not complied with their legal obligations or has misled you.
For all cases we will need the following documentation:
Depending on the circumstances of your claim we may also need any other supporting evidence which is related to the case. For example, evidence that the company is no longer trading, copies of warranties, photographic evidence etc.
We recommend that you only send in photocopies of receipts and invoices.
We can assist in cancelling future recurring payments from your account. You may also try to cancel with the company yourself. If you have previously cancelled a subscription, we may be able to claim back any payments taken after the date you cancelled.
All you need to do is contact us. If the company hasn’t taken a payment before, you will need to contact them directly to prevent the payment being taken from your account.
We will need the following information:
If you’re not sure about the details of a transaction on your account it may be that you don’t recognise the date, amount or company name, we’re here to help.
To help you identify these transaction, follow the simple steps on our unrecognised transactions page.
If you’ve been charged more than once for a purchase made through the internet, mail order or over the phone, we may be able to claim the amount back from the company. If this has happened to you please contact us.
Where you’ve entered your PIN twice at point of sale, we recommend that you seek assistance from the company first. They may be able to process a refund to your account.
If the company has given you a refund receipt, but no refund is showing on your statement, you may be able to claim under Section 75 of the Consumer Credit Act 1974. We will require a few things from you to enable us to review your dispute.
If you have placed an order and received goods that are faulty, damaged, fake or not as described when the purchase was made, there are things you can do.
Before we can raise a dispute on your behalf, you must have:
If you don’t receive a refund or replacement after 15 days from return date, we will require a few things from you to enable us to review your dispute.
We will need:
Lines are open Mon - Fri, 8am - 10pm and Sat - Sun, 8am -8pm.
We want you to find a product that's right for your circumstances, which is why we adhere to the Standards of Lending Practice, which are monitored and enforced by the Lending Standards Board.
To find out more you can read the statement of responsibilities, which details what's expected of us, the lender and you the borrower.