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Chargeback Refused by My Bank
Chargeback lets you dispute a card payment in certain circumstances, usually within 120 days of realising there is a problem. Banks do not always agree to raise one. If you paid by credit card for something over £100, Section 75 may be a stronger route. If your bank refuses, complain and then go to the Financial Ombudsman Service.
At a Glance
Your Rights
What the rules say, with a link to the official source for each.
Chargeback
What It Is
Chargeback is the process that enables consumers, in certain circumstances, to dispute a card payment through their card provider. The Ombudsman looks at the facts and evidence from both sides, the law, regulator rules and codes. source
Section 75
If you paid by credit card, or with regulated buy now pay later, Section 75 can let you claim from the card or credit provider as well as the shop. source
Complaining
Complaining to the Ombudsman
If your bank refuses or you are unhappy with how it handled a scam, you can complain to the bank and then to the Financial Ombudsman Service, which is free. Its compensation limit is 430,000 pounds, and it can look at cases where losses are over 85,000 pounds. source
Time Limits to Know
Miss a deadline and you can lose a right. Check the dates on your own paperwork.
- 120 daysChargeback claimWithin 120 days of realising there is a problem
Steps to Take
Step 1 of 5
Ask your bank for its reason for refusing in writing.
Step 2 of 5
Check you raised it within the time limit (usually 120 days).
Step 3 of 5
Send any extra evidence: emails with the seller, photos, delivery records.
Step 4 of 5
If you paid by credit card and it cost over £100, ask about Section 75 instead.
Step 5 of 5
If still refused, complain, then go to the Financial Ombudsman Service.
(Tap the numbers to reveal steps)
Where to Go If It Is Not Put Right
Your options, in order, and when each one applies.
Your Bank's Complaints Team
Always start here, in writing.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Free.
Good to Know
Small things that make your complaint stronger.
Chargeback is a card scheme process, not a legal right, so evidence matters.
Want Help?
If you would like one of our team to look at your problem, our initial case review is free. We cannot guarantee any outcome and we do not give legal advice.
Lead reviewer
Luke Marley
Founder and Lead Reviewer
Luke founded CPUK in 2026 after seeing how hard it is for ordinary people to get problems with companies put right. He oversees our guides and checks them against official sources.
Research by Katie Burt, Co-founder and Operations Lead (17 years in the care sector, including managing services for vulnerable adults), and the CPUK Research Team. Researched with AI-assisted research tools, then checked and corrected by our team.
Last checked: 13 October 2026. We are not paid by the companies we write about. Adverts never affect our guidance. Read our editorial policy.
Sources and official links
- financial-ombudsman.org.uk/businesses/resolving-complaint/complaints-deal/banking-and-payments/disputed-transactions Checked 13 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 8 October 2026
- psr.org.uk/information-for-consumers/app-fraud-reimbursement-protections Checked 13 October 2026
- financial-ombudsman.org.uk Checked 8 October 2026