Issues ›
Card dispute or chargeback
Chargeback and Section 75 claims about goods or services not received or not as described.
10,051banking decisions on this issue
22.8%upheld where an outcome is recorded
36firms with 20+ decisions here
Rules the ombudsman applied
Derived from the rules actually cited in these decisions, ranked by how often they appear — not from an editorial view of which rules matter.
Consumer Credit Act 1974 · cited in 4,634
Consumer credit rights, including Section 75 joint liability for card purchases.
Payment Services Regulations 2017 · cited in 337
Governs how payment firms must handle authorised and unauthorised payments, including liability for unauthorised transactions.
FCA DISP (Dispute Resolution) · cited in 215
How firms must handle complaints and how the Ombudsman decides them.
FCA Consumer Duty (PRIN 2A) · cited in 122
Requires firms to deliver good outcomes for retail customers.
CRM Code (APP scam reimbursement) · cited in 70
Voluntary code on reimbursing victims of authorised push payment scams, superseded for in-scope payments by the PSR requirement.
Equality Act 2010 · cited in 40
Duties toward customers with protected characteristics, including reasonable adjustments.
Which firms lose on this
Firms with fewer than 20 decisions on this issue are excluded — the rate would not mean anything.
In the ombudsman’s words
Mr G complained about a transaction for £299.99 on his credit card account
Mr B complains that Nationwide Building Society (“Nationwide”) have rejected his claim for compensation under section 75 Consumer Credit Act (1974) (“s75”).
Miss R complains that Marks & Spencer Financial Services Plc wrongly rejected her claim for a refund under section 75 of the Consumer Credit Act.
Mr C complains that Santander UK Plc gave him incorrect information when he disputed a transaction on his credit card account.
Quotes are shown only where the exact wording was verified against the decision text.
The US counterpart
The Consumer Financial Protection Bureau (CFPB) runs a separate complaint database for American consumers. We map its issue labels onto this issue ourselves — the CFPB does not — and the two datasets are not comparable: UK figures above are ombudsman decisions with an adjudicated outcome, while these are complaints made to a US regulator, most of which are never adjudicated. A count of one is not a count of the other, so no rate, percentage or ratio is calculated between them.
The CFPB recorded 13,344 complaints mapped to this issue, received between July 2021 and August 2023, across all US consumer financial products.
Most common CFPB issue labels within this mapping:
Problem with a purchase shown on your statement — 13,344 complaints
Source: CFPB Consumer Complaint Database, not scoped to banking — the CFPB’s complaint categories span all consumer financial products, not just banking.