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Chargeback request to your bank or card provider (UK)
England, Northern Ireland, Scotland and Wales · in English · for consumers
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14 questions · about 6 min
Made for use in England, Northern Ireland, Scotland and Wales
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For a cardholder who paid by debit, credit or prepaid card and did not get what they paid for — goods never delivered, faulty or not as described, a trader gone bust, a promised refund not paid, or a wrong amount. The letter asks your card provider to raise a chargeback under the card scheme's rules. Chargeback is not a legal right and the scheme sets time limits, often 120 days, so send it quickly by email or secure message and by first class post.
- Made for use in England, Northern Ireland, Scotland and Wales
- Last updated October 28, 2026
- Document in English
Where a UK document reproduces the words of legislation or of a government publication — UK, Scottish or Northern Irish — it contains public sector information licensed under the Open Government Licence v3.0.
Published byDocMuse
When to use this document
- You paid by debit card in the UK and the goods never turned up.
- The firm you paid by card has gone bust and will not refund you.
- A refund the shop promised to your card has still not arrived after weeks.
- You want your bank to do a chargeback on a card payment for something you never got.
What you fill in
The details the document asks for.
- Sender
- Sender's address
- Town or city
- Sender's postcode
- Date
- Card provider (bank or card company)
- Card provider's postal address
- Account number or last digits of the card
- Type of card
- Merchant
- Date of the transaction
- Amount paid
- Reason for the chargeback
- What the complaint is about
Common questions
- How long do I have to ask my bank for a chargeback?
- The card schemes set the limits, usually 120 days from the payment or from when you expected the goods or service, and 540 days at most. Banks may apply earlier cut-offs of their own, so ask as soon as you know something is wrong. A section 75 claim, for credit card purchases over £100, has no such short limit.
- Can I get a chargeback on a debit card payment?
- Yes. Chargeback works for debit, credit and prepaid cards issued under the Visa and Mastercard schemes. It is a scheme rule, not a legal right, so the bank decides whether to raise it, but the Financial Ombudsman Service can look at whether the bank acted fairly.
- What happens if the trader disputes the chargeback?
- The trader can defend it with evidence, and the money may be taken back from your account while the scheme decides. Give your bank everything you have: the order, delivery tracking, photos of faults and your messages to the trader. If the chargeback fails and you paid by credit card, a section 75 claim may still succeed.
How you can sign this document
- Print it and sign by hand. The signature lines in the document are left blank on purpose — sign on them in ink.
- Sign it yourself with a qualified electronic signature. If you already hold a QES — Evrotrust, B-Trust, StampIT, ZealiD or any qualified provider on the EU Trusted List, on a card, a USB token, in a mobile app or in the cloud — our signing guide explains step by step how to sign this exact file without invalidating it. Step-by-step help, and a way to check it worked
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