How long do I have to dispute a charge?

Usually 120 days from the transaction date for most card scheme disputes. Section 75 claims can be made up to 6 years later.

Do I have to call the merchant first?

It's not required, but a written letter is much stronger evidence than a phone call. Always put your dispute in writing.

What if I paid by bank transfer?

Chargeback doesn't apply, but you can raise an APP fraud claim with your bank under the new mandatory reimbursement rules, or pursue the merchant under the Consumer Rights Act.

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How to dispute a charge and actually get your money back

Disputing a charge means formally telling the merchant — and if necessary your bank — that a transaction is wrong and asking for your money back. Done correctly, most disputes are resolved within 14 days in the UK, US and Australia. Done badly, they're ignored.

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Step 1 — Gather the facts

Find the exact date, amount, order number and the name on the statement. Screenshot any emails, chat logs, delivery notifications and product listings. The merchant will use any inconsistency in your story to refuse, so be precise.

Step 2 — Write a formal dispute letter to the merchant

Email and post a single clear letter that states the transaction, the reason it's wrong, the legal basis (Consumer Rights Act 2015 / Section 75), and a 14-day deadline. Vague complaints are ignored — formal letters with deadlines get refunds.

Step 3 — Escalate to your bank if ignored

If the merchant doesn't respond within 14 days, raise a chargeback with your card issuer. Include the original letter as proof you tried to resolve it. This evidence dramatically increases your chargeback success rate.

Step 4 — Escalate to the Ombudsman

If the bank rules against you, take it to the Financial Ombudsman Service. It's free and they overturn a significant share of bank decisions every year.

Example dispute letter to the merchant

[Your Name]
[Your Address]
[Date]

[Merchant Name]
[Merchant Address]

Re: Formal dispute of charge — Order/Reference [number]
Transaction date: [DD/MM/YYYY]
Amount: [£ amount]

Dear [Merchant],

I am writing to formally dispute the above charge to my [card / account]. The charge is incorrect for the following reason: [goods not received / item not as described / service not provided / duplicate charge / cancelled order still billed / unauthorised].

Under the Consumer Rights Act 2015 (and where applicable Section 75 of the Consumer Credit Act 1974), I am entitled to a full refund. I am asking you to:
1. Refund the full amount of [£ amount] to my original payment method within 14 days.
2. Confirm the refund and reference number in writing by email.

If I do not receive a satisfactory response within 14 days, I will escalate the dispute to my card issuer as a chargeback and, where relevant, to the Financial Ombudsman Service. I reserve all my legal rights.

Yours sincerely,
[Your Name]

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