The hotel you booked didn't exist, the car hire deposit hasn't been released, or a provider took your money without delivering? You can ask your bank or credit card provider to investigate and reclaim the payment. This tool shows you the right path for your payment method, checks the usual timeframe, and generates the complaint letter including a list of enclosures.
Editorially reviewed on: 27/10/2026
When paying online for holidays or travel bookings, your options for reclaiming a disputed payment vary greatly depending on the payment method. What matters is how you paid, when the charge occurred, and why you are complaining. The generator above considers exactly these three points.
| Payment method | Possible path | Usual timeframe |
|---|---|---|
| Credit card (Visa, Mastercard, Amex) | Section 75 claim (CCA 1974) or Chargeback via card scheme | Chargeback: approx. 120 days; Section 75: up to 6 years |
| Debit card (e.g. Visa Debit, Debit Mastercard) | Chargeback via card scheme | Guide approx. 120 days |
| Direct Debit | Refund via the Direct Debit Guarantee | Immediate refund upon request |
| Bank transfer | Recall via your bank, or APP fraud claim | As early as possible, no guaranteed success |
| Unauthorised payment (fraud) | Immediate report to bank, right to refund under PSRs 2017 | Report without delay, max 13 months |
For credit card purchases between £100 and £30,000, you are protected under Section 75 of the Consumer Credit Act 1974, which makes the card issuer jointly liable with the merchant. For amounts outside this range or for debit cards, you can request a Chargeback via the card scheme (Visa, Mastercard). Important: Chargeback is a scheme rule, not a statutory right, whereas Section 75 is a legal right. Credits can be provisional and reversed if the merchant provides compelling evidence. The process can take weeks or months.
Common issues include bookings where the hotel doesn't exist, flights or services not provided, or car hire deposits not released after return. Cancellations where a refund was promised but never paid, and duplicate charges also occur. For package holidays with defects, the Package Travel Regulations 2018 apply; see our guide on hotel defects.
Before a bank acts, they usually want to know if you tried to resolve the issue with the merchant. Write to them, state the facts, set a reasonable deadline, and keep all correspondence. If you receive no reply or a refusal, attach it as proof.
If you didn't authorise a payment, block your card immediately and report it to your bank. Under the Payment Services Regulations 2017 (PSRs), the bank must refund unauthorised transactions by the end of the next business day. Exceptions apply if you acted with gross negligence or if fraud is suspected against you. Report fraud to Action Fraud (0300 123 2040).
Under the UK Direct Debit Guarantee, you are entitled to an immediate and full refund from your bank for any Direct Debit you dispute. You don't need to provide a reason. The bank must refund you instantly and then reclaim the money from the merchant.
A completed Faster Payment is generally final. Your bank can request a recall, but success depends on the receiving bank and beneficiary. If you were tricked into sending money (Authorised Push Payment or APP fraud), new PSR reimbursement rules (from Oct 2024) may entitle you to a refund of up to £85,000.
Your contact is always the institution that issued your card or holds your account, not the card scheme itself. The letter above can be used with institutions such as:
There is no connection between Fix my Trip and the mentioned companies. The list is for orientation only.
Methods vary by bank. Many offer a dispute form in their app or online banking, while others accept claims via post or phone. Ask for the current submission path and get a reference number.
If your bank refuses, ask for a written explanation (a "deadlock letter"). You can then escalate your case to the Financial Ombudsman Service (FOS) within 6 months. Our guide is available at Submission tips & Ombudsman.
Yes. For credit card purchases between £100 and £30,000, you are protected under Section 75 of the Consumer Credit Act 1974, making the card issuer jointly liable. For other amounts or debit cards, you can request a Chargeback via the card scheme.
For Chargebacks, the scheme guide is typically 120 days from the transaction or service date. However, Section 75 claims can be made up to 6 years after the breach of contract in England and Wales. For unauthorised transactions, you must report them without undue delay, with a maximum limit of 13 months under the Payment Services Regulations.
Generally, yes. Banks expect a documented attempt to resolve the issue. However, for Section 75 claims, you can claim directly against the card issuer. For unauthorised transactions (fraud), contact your bank immediately.
Under the UK Direct Debit Guarantee, you are entitled to an immediate and full refund from your bank for any Direct Debit you dispute, without needing to provide a reason. Simply contact your bank.
A completed Faster Payment or CHAPS transfer is generally final. Your bank can request a recall, but the receiving bank and beneficiary must cooperate. If you were a victim of Authorised Push Payment (APP) fraud, new PSR rules may entitle you to reimbursement.
Block your card immediately via your bank's app or helpline. Report the fraud to Action Fraud (0300 123 2040) and notify your bank without delay. Under the Payment Services Regulations 2017, you are generally entitled to a refund for unauthorised transactions by the end of the next business day.
Only submit copies and keep a full copy of your claim. Black out full card numbers on receipts. Don't complain prematurely: if a refund was promised, wait a reasonable time but watch your bank's deadlines. A Chargeback does not replace cancelling a subscription.
Our guides and generators evaluate legal bases and public administration information. They are developed by Marc (project lead) & team to provide travellers with structured self-help for travel issues.
Important note: This page does not provide individual legal or financial advice. Scheme rules and bank policies can change. For questions about your case, please contact your bank or Citizens Advice.
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