Guides › Debt and Buy Now Pay Later › Section 75 Claim Refused: Next Steps
Section 75 Claim Refused: Next Steps
Section 75 can let you claim from your credit card provider, or a regulated buy now pay later lender, if something you bought for over 100 pounds and up to 30,000 pounds is faulty or not delivered. If the provider refuses, ask it to put things right; if you are still unhappy, you can complain to the Financial Ombudsman Service, which is free. For debit cards, ask about a chargeback instead.
At a Glance
Guide Disclaimer
Free guide only. This is a regulated financial matter, so we give free information and letter templates here but do not take these on as cases. We cannot tell you whether you are eligible for a refund or compensation.
CPUK is not authorised or regulated by the Financial Conduct Authority and is not a claims management company.
Your Rights
What the rules say, with a link to the official source for each.
Section 75 and Chargeback
Section 75
Section 75 Consumer Credit Act: if you pay by credit card (or buy now, pay later) for an item costing over 100 pounds and up to 30,000 pounds you can claim from the card provider for breach of contract or misrepresentation even if only part was paid by card; chargeback may help with debit cards. Escalate to the Financial Ombudsman Service if refused. source
Section 75 and Chargeback
Section 75 and chargeback can help if the retailer will not refund: credit card (over 100 pounds and up to 30,000 pounds, bought directly from the trader) or debit/charge card chargeback; PayPal disputes must be opened within 180 days of payment. source
Section 75
Section 75 of the Consumer Credit Act is available for regulated buy now pay later, giving the same protection as paying by credit card, so you can claim from the lender if something is faulty or not delivered. 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
If Your Claim Is Refused
If You Are Unhappy
If you are unhappy with how a lender treated you, ask it to put things right first. If you are still unhappy, you can complain to the Financial Ombudsman Service. 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
- 8 weeksFinancial Ombudsman complaintsLender has 8 weeks for most complaints, then you have 6 months from the final response
Steps to Take
Step 1 of 5
Check the purchase qualifies: paid at least partly by credit card or regulated buy now pay later, for an item costing over 100 pounds and up to 30,000 pounds.
Step 2 of 5
Ask the card provider for its decision and reasons in writing.
Step 3 of 5
Complain to the provider in writing and ask it to put things right. Our free letter templates can write it for you.
Step 4 of 5
If you are still unhappy, complain to the Financial Ombudsman Service. It is free.
Step 5 of 5
For debit card payments, ask your bank about a chargeback within 120 days of realising there is a problem.
(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 Lender's Complaints Team
Always start here, in writing, and ask it to put things right.
Financial Ombudsman Service
After 8 weeks with no final response, or if you are unhappy with it. Refer within 6 months of the final response.
Good to Know
Small things that make your complaint stronger.
Ask for a final response in writing. You have 6 months from the date of that final response to go to the Financial Ombudsman Service.
Want Help?
We do not take these complaints as cases, but our free letter templates can write your complaint for you, and the Financial Ombudsman Service is free.
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: 12 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
- citizensadvice.org.uk/consumer/somethings-gone-wrong-with-a-purchase/getting-your-money-back-if-you-paid-by-card-or-paypal Checked 12 October 2026
- fca.org.uk/consumers/buy-now-pay-later Checked 12 October 2026
- financial-ombudsman.org.uk/consumers/complaints-can-help/expect/time-limits Checked 12 October 2026