How to appeal transactions on your credit card

There are two ways you can dispute a transaction on your credit card, to try to claim back what you were charged: Section 75 and Chargeback. Have a look through the information below to see if the transaction you want to dispute would be covered by either of these.

If you want to report a fraudulent transaction, have a look at our fraud information.

Section 75 of the Consumer Credit Act 1974

What is this?

When you buy something using your TSB credit card you may be covered if the supplier breaches their contract with you (for example if the goods or services aren’t provided, or the goods are faulty) or if they give you misleading information about the product or services you’re buying from them. If this happens, you may be able to claim a refund from TSB.

Section 75 may apply where:

  • The goods or services cost between £100 and £30,000
  • You paid at least part of the price with your TSB credit card. You don’t need to have paid the full amount: Section 75 still applies if you pay a deposit with your card.
  • The goods or services must be faulty, not delivered, or the information you got before your purchase was misleading. Section 75 still applies even if the company you purchased from goes out of business.
  • The purchase was made by the main cardholder.
  • You bought the goods or services less than six years ago. This might be longer if for example a guarantee was included as part of your purchase and it continues for longer than six years.

There are some purchases where Section 75 won’t apply, for example:

  • If you bought them with a TSB debit card. We might still be able to help through the debit card chargeback scheme
  • If you bought them through a third party, for example a travel agent, or Paypal or Amazon Marketplace. However they may have their own refund schemes to help you.
  • If the purchase was made by an additional cardholder, unless the purchase was made on behalf of the main cardholder. 
  • If you choose not to use a service, for example if you don’t take a flight or holiday you’ve paid for.
  • If you make a cash withdrawal then buy something using the money Section 75 won’t apply.

There may be cases where your purchase is not covered by Section 75 but is covered by credit card chargeback.

If you bought your flight or holiday direct and the travel provider cancels it you may be able to claim the cost back from us. You need to check the terms and conditions and the company’s cancelation policy to find out what you’re entitled to. For example, in some circumstances the company might only need to give you a voucher rather than a refund.

When you raise a Section 75 claim with us you’ll need to give us a copy of the terms and conditions and tell us which part the company has broken. If they’re complying with the terms and conditions it’s unlikely we’ll be able to accept your claim.

If your travel date is in the future you’ll need to wait until either the company cancels it, or the date for travel has passed.

Please try to contact the company in the first instance to discuss your claim. That’s because your supplier might offer you a refund or alternative solution that you’re happy with. This may resolve your issue more quickly. Please give them enough time to respond to your claim because they’re likely to be very busy at the minute. Some travel providers may be dealing with claims in order of the date of travel so you might need to wait a bit longer if your travel date is in the future.

If you’re claiming because of travel disruption and have travel insurance, please also contact your insurer to see if you’re able to claim under your policy.

If you’ve done that and you still want to raise a Section 75 claim with us you can do that by filling in this form.

You’ll need to send us:

  • A copy of the terms and conditions for your purchase (including refund policy), telling us which condition the company has broken
  • A copy of all the correspondence you have had with the company 
  • If you’re claiming for travel disruption, either confirmation you had no travel insurance, or a copy of the correspondence you’ve had with your insurer

It will take us longer to process your claim if we need further information about the company’s position and their terms and conditions, so please give us as much information as you can. 

Credit Card Chargeback

What is this?

As a credit card customer, you have certain rights to receive goods or services as you expect and to be charged the amount you expect. There are a number of scenarios, listed below, where you may be eligible for a refund on your credit card purchase through a process called “chargeback”.

If we submit a chargeback claim on your behalf, we will credit you with a temporary refund while we investigate with the merchant. If the merchant agrees with your claim or doesn’t respond within 45 days then the refund we made to you becomes permanent. If the merchant disagrees with your claim, we will work with you to resolve your case. But if the merchant still rejects your claim then the chargeback is unsuccessful, we’ll reverse the temporary refund we gave you.

Note: as a credit card customer you also have rights under Section 75 which may provide different cover.

Good or services not received – You must allow 30 days from the date of the transaction to receive the goods or services before a chargeback can be raised. For travel impacts from Covid-19 this is reduced to 15 days from the date of cancelation. 

Misrepresentation – e.g. You agreed to buy trainers, but you received sunglasses 

Recurring transaction where a payment stop has already been requested – e.g. in March you asked the merchant to stop the next payment but the merchant has taken another payment in April  

Overcharged – e.g. You agreed to pay £100 but you were actually charged £150

Duplicate transaction – e.g. The merchant has taken the same payment at the same time twice by mistake

Paid by other means – e.g. You paid by cash, but the merchant has taken a payment from your credit card too

I have not received my refund – e.g. Merchant has agreed to refund you, but they haven’t. You must allow 14 days from the date you were told you would receive a refund before we can raise a chargeback.

Faulty Goods – You must raise this with the merchant first and if this cannot be resolved then you can raise a chargeback

You must always contact the merchant first to try to resolve the issue(s) directly with them. If you are unable to resolve directly then you may be able to raise a chargeback. You will need to provide evidence depending on the dispute you have raised:

Good or services not received

  • Invoice, receipt or confirmation of goods or service;

  • Contact with (or attempts to contact) the Merchant; and

  • 30 days has elapsed

Misrepresentation

  • A description of the item or service bought vs the item or service delivered;

  • Contact with (or attempts to contact) the Merchant; and

  • Any proof of advertisement or evidence to support that the agreed item or service you bought was misrepresented.

Recurring transactions 

  • Where you’ve only asked the Merchant to stop taking further payments – the day when you asked them 

  • Where you previously asked us to cancel the recurring payment authority – nothing else needed as we’ll be able to see if you have requested a stop with us.

Overcharged

  • Invoice or other proof of the service / product showing the amount you have agreed to pay;

Duplicate transaction – No further evidence required as we can view our system to see this is a duplicate transaction

Paid by other means

  • The receipt or invoice of how the other payment was made

I have not received my refund

  • The merchant’s agreement to refund you; and

  • 14 days has elapsed

Faulty goods

  • A description of the fault; and

  • Contact with (or attempts to contact) the Merchant

Please be aware that some of these cases may need an independent report. If we need this, we will discuss this with you.

You should raise your chargeback as soon as possible, but at the latest within 120 days of the transaction date. This can be extended in certain cases, for example if you purchased tickets for an event that wasn’t due to take place until after 120 days would have elapsed. In this case you must raise the chargeback as soon as you become aware of the problem but at the latest within 540 days of the original transaction date.

For claims outside of these time frames you may still be able to claim under Section 75.

If you want to raise a chargeback claim with us, you can do that by filling in this form.

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