How to get a refund from Chase UK for unauthorised transactions
Finding an unauthorised transaction on your bank statement can be alarming. Fortunately, in the UK, strong consumer protection laws are in place to help you get your money back from Chase UK. Act quickly and follow these steps to secure your refund.
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Build my claim →Your rights
In the UK, your rights are protected by the Payment Services Regulations 2017 (PSR 2017). Specifically, Regulation 75 states that if you report an unauthorised transaction, your bank, Chase UK, must refund the full amount immediately, unless they can prove you authorised the payment or acted fraudulently. They also have to prove gross negligence if they try to hold you liable for losses.
Step by step
- 1Contact Chase UK immediately: Use their in-app chat, phone number, or secure message service to report the transaction as unauthorised. Provide all details you have.
- 2Secure your account: Change your Chase UK password and PIN immediately. If you suspect your card details were compromised, freeze or block your card through the app.
- 3Gather evidence: Keep records of your communication with Chase, including dates, times, and names of people you spoke to. Note down the transaction details, including merchant name, amount, and date.
- 4Escalate if necessary: If Chase UK doesn't resolve the issue to your satisfaction within eight weeks, or if they refuse a refund without valid reason, you can complain to the Financial Ombudsman Service (FOS).
What they'll say, and your comeback
“Our records show this transaction was authorised.”
Comeback, I confirm this transaction was not authorised by me. Under Regulation 75 of the Payment Services Regulations 2017, you must refund the full amount immediately unless you can prove I authorised it or acted fraudulently.
“We believe you shared your details, making you liable.”
Comeback, I did not share my security details. My liability is limited unless gross negligence or fraud on my part can be proven, which is the bank's responsibility under PSR 2017.
“We need to investigate further, this will take time.”
Comeback, Regulation 75 of the Payment Services Regulations 2017 requires an immediate refund for unauthorised transactions. Please provide the specific reasons and evidence for delaying this refund.
FAQ
How quickly should Chase UK refund an unauthorised transaction?
Under the Payment Services Regulations 2017, Chase UK must refund the full amount of an unauthorised transaction immediately after you report it, unless they have reasonable grounds to suspect you acted fraudulently.
What if Chase UK claims I was negligent and won't refund me?
The burden of proof is on Chase UK to demonstrate that you acted fraudulently or with gross negligence. If they refuse a refund, you can escalate your complaint to the Financial Ombudsman Service.
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A self-serve tool, not a law firm. General information, not legal advice.