The Consumer Rights Act 2015 gives you strong protections when things go wrong. Section 75 makes your credit card provider jointly liable. Here is how to use these rights effectively.
The Consumer Rights Act 2015 is your primary protection when buying goods or services in the UK. It applies to purchases from traders (businesses) — not private sales.
If goods are faulty, not as described, or not fit for purpose, your rights depend on how long you have had them:
When you buy online, by phone, or from a catalogue, the Consumer Contracts Regulations 2013 give you a 14-day right to cancel and return goods — even if they are not faulty. The 14 days starts from the day you receive the goods. The retailer must refund within 14 days of receiving the goods back.
Exceptions include: perishables, personalised items, unsealed hygiene products, and digital content you have started downloading.
Section 75 of the Consumer Credit Act 1974 is one of the most powerful consumer rights tools available. It makes your credit card provider jointly and severally liable with the retailer if:
You can claim the full amount from your credit card provider, even if you only paid part of the purchase on the card. Section 75 also protects you if the retailer goes into administration.
More detail: purchases under £100, PayPal, how long protection lasts and how to escalate a rejected claim are covered in our full Section 75 credit card protection guide.
Chargeback is a Visa, Mastercard, or American Express scheme rule that allows you to dispute a card transaction and request a refund from your bank. Unlike Section 75, it applies to both credit and debit cards and has no minimum purchase value. However, it is not a statutory right — your bank can decline the request.
Common chargeback reasons: goods not received, goods significantly not as described, duplicate transaction, fraud, subscription cancelled but still charged.
Time limits: typically 120 days from the transaction date, though this varies by card scheme and reason code.
Paying by debit card does not reduce your rights against the trader: the Consumer Rights Act 2015 applies in exactly the same way. What you lose is Section 75, so if the trader will not refund you, ask your bank for a chargeback as soon as possible, with your receipt, the trader’s replies and photos of any fault. If the bank refuses or handles it badly, complain to the bank and then to the free Financial Ombudsman Service.
A formal complaint letter significantly increases your chances of resolution — it shows you mean business and creates a paper trail. Your letter should:
Ready-made letters for faulty goods, poor service, billing disputes, holiday or travel problems, credit card claims and data protection complaints are in the Complaint Letter Pack (UK).
If a retailer does not resolve your complaint within 8 weeks, you may be able to escalate to a free ADR scheme. Many sectors have mandatory ADR schemes — financial services (Financial Ombudsman), energy (Ombudsman Services), communications (Ofcom/CISAS). Check whether the trader is a member of an ADR scheme in their terms and conditions.
Under the Consumer Rights Act 2015, if goods are faulty within 30 days you have the right to a full refund. Between 30 days and 6 months, you are entitled to a repair or replacement (and a refund if this fails). After 6 months, you must prove the fault existed at the time of purchase.
Section 75 of the Consumer Credit Act 1974 makes credit card providers jointly liable with retailers for purchases between £100 and £30,000. If the retailer breaches the contract or misrepresents goods or services, you can claim a full refund from your credit card provider.
A chargeback is a Visa or Mastercard scheme rule allowing you to dispute a card transaction and get a refund. Unlike Section 75, it applies to both credit and debit cards but has no minimum purchase value and is not a statutory right.
A formal complaint letter should include your contact details, a clear description of the problem, what you purchased and when, what outcome you are seeking, a deadline for response, and reference the Consumer Rights Act 2015.