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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Your rights
In the UK, your rights are protected by the Payment Services Regulations 2017 (PSR 2017). Regulation 74 requires you to notify Chase UK of an unauthorised payment without undue delay after becoming aware of it, and no later than 13 months after the debit date. Under Regulation 76, if you report an unauthorised transaction within this timeframe, Chase UK must refund the full amount as soon as practicable, and no later than the end of the business day after they become aware of it. This immediate refund is only delayed if Chase UK has reasonable grounds to suspect you acted fraudulently and provides you with written notification of this suspicion. Chase UK must also prove any claims of your gross negligence or fraud if they attempt to hold you liable for losses.
Step by step
- 1Contact Chase UK immediately: For a completed debit card transaction, select it in the app, tap 'Something wrong?' and send a message with relevant evidence. Report suspected unauthorised activity immediately, rather than waiting to contact a merchant. Note that pending transactions cannot be disputed and typically clear after 7 days.
- 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 does not resolve the issue to your satisfaction, or if they refuse a refund without valid reason, you can complain. Chase UK must send a final response to your complaint within 15 business days, or within 35 business days if they explain the delay. If you disagree with their final response, or they fail to respond within these periods, you can complain to the Financial Ombudsman Service (FOS). You generally need to refer your complaint to the FOS within 6 months of Chase UK's final response.
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 76 of the Payment Services Regulations 2017 requires a refund for unauthorised transactions as soon as practicable, and no later than the end of the business day. This deadline only has an exception if you have reasonable grounds to suspect fraud and provide me with written notification.
What actually happens
In practice, most unauthorised transaction claims are resolved quickly, often within a few business days, especially for smaller amounts. Reporting immediately via the Chase app's 'Something wrong?' feature is the most effective first step. If Chase suspects fraud or gross negligence on your part, the process can extend, as they are entitled to investigate. This might delay the refund beyond the next business day. If Chase's internal complaint process is triggered, expect a resolution within 15 business days, or up to 35 business days for complex cases. Many consumers find their money returned at this stage. If not, escalating to the Financial Ombudsman Service is the next step, which can add several weeks or months, but often results in a favourable outcome if the bank cannot prove fraud or gross negligence.
FAQ
How quickly should Chase UK refund an unauthorised transaction?
Under Regulation 76 of the Payment Services Regulations 2017, Chase UK must refund the full amount of an unauthorised transaction as soon as practicable, and no later than the end of the business day after you report it. This applies if you report it within 13 months of the debit date, unless they have reasonable grounds to suspect you acted fraudulently and provide written notification.
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 through their formal complaints process, and then to the Financial Ombudsman Service if unresolved.
Is there a deadline to report an unauthorised transaction?
Yes, under Regulation 74 of the Payment Services Regulations 2017, you must notify Chase UK of an unauthorised payment without undue delay after becoming aware of it, and no later than 13 months after the debit date.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-08.