Generate a structured, personalised complaint letter for disputed transactions, fraud handling, chargebacks, Section 75 claims, and fees/interest disputes.
Not a generic template — the wording is generated from your specific details.
Including these details makes credit card complaints easier to assess and improves response quality.
Timeline
Key dates: purchase/payment date, when the issue arose, when you contacted the issuer/merchant, and responses received
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Account references
Issuer name, card type, and any complaint/case reference. Avoid sharing the full card number; last 4 digits is usually enough
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Disputed transaction details
Amount, merchant name, transaction date, what was expected vs what happened, and what you want refunded/corrected
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Evidence
Statements, order confirmations, merchant emails, screenshots, delivery/tracking info, and records of calls/chats
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Outcome requested
Be specific: refund of £X, reversal of interest/fees, correction to your account, a written explanation, and (where appropriate) compensation for poor handling
If your card issuer does not resolve your complaint, you may be able to escalate it.
A clear, evidence-backed complaint letter strengthens your position if escalation becomes necessary.
1) Complain in writing and keep a record
Save statements, screenshots, merchant correspondence, dispute references, and any evidence you submit.
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2) Ask for a clear outcome
For example: refund £X, reverse fees/interest, correct the account, confirm chargeback/Section 75 handling, and provide reasons in writing.
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3) Allow time for a final response
For many UK consumer financial complaints, firms typically have up to 8 weeks to issue a final response.
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4) Escalate with your evidence pack
If unresolved after a final response (or after the time limit), you may be able to take it to the Financial Ombudsman Service (FOS).
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Guidance only — not legal advice. Eligibility and outcomes depend on facts, timing, and the issuer’s rules and decision.
In the UK, complain directly to your card issuer first and keep everything in writing where possible.
A structured letter with key dates, amounts, and evidence helps the issuer assess your dispute more quickly.
Issuer’s complaints process
Card issuers have formal complaints procedures. Ask for acknowledgement, a decision, and the reasons in writing.
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Chargeback vs Section 75
Chargeback is a card-scheme process (issuer initiates it). Section 75 is a legal protection for certain credit card purchases. Your complaint should state which applies (if known) and the remedy you want.
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Financial Ombudsman Service (FOS)
If you receive a final response you disagree with (or you do not get one in time), you may be able to escalate to the FOS for independent review.
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Keep a concise timeline and an evidence pack. Avoid sharing full card numbers in correspondence.
Credit cards FAQ
What information should I include in a credit card complaint?
Include the issuer name, the disputed transaction(s) (amount, merchant, date), a clear timeline, what you have already done with the merchant/issuer,
and what outcome you want (for example: refund of £X, reversal of fees/interest, correction of your account, or a written explanation).
Should I complain to the merchant or the card issuer?
Often you should contact the merchant first, but you can complain to your issuer about how your dispute was handled or about unauthorised payments.
If you are pursuing chargeback or Section 75, your issuer will normally be involved.
How long should my issuer take to respond?
It varies by firm and issue. For many UK consumer financial complaints, firms typically have up to 8 weeks to provide a final response.
If your complaint is not progressing, keep communications in writing and ask for the complaint to be treated as formal.
What if the issuer rejected my dispute?
Ask for the reason in writing and address it directly: provide missing evidence, correct any factual errors, and request that they reconsider.
If you still disagree after a final response, you may be able to escalate to the Financial Ombudsman Service (FOS).
Is Section 75 the same as chargeback?
No. Chargeback is a card-scheme process and can apply to many card types. Section 75 is a legal protection linked to certain credit card purchases.
Your letter can ask the issuer to confirm which route applies and to explain their decision.