How to dispute a Frasers Plus credit account charge
If you spot an incorrect, unauthorised, or fraudulent charge on your Frasers Plus credit account, you have the right to dispute it. Don't let confusing processes stop you from challenging charges that aren't yours or are wrong. This guide will walk you through the steps to get your money back.
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Your rights
You have the right to dispute charges on your Frasers Plus credit account that are incorrect, unauthorised, or fraudulent. Under Section 75 of the Consumer Credit Act 1974, if the cash price of goods or services is between £100 and £30,000, and the supplier breaches the contract or misrepresents the goods, your credit provider may be equally liable. This applies to purchases made with a credit card, point-of-sale loan, or certain catalogue accounts. If the charge is unauthorised, the Payment Services Regulations 2017 require your credit provider to refund you unless they can prove you authorised it or were grossly negligent. If your complaint is not resolved, you can escalate it to the Financial Ombudsman Service.
Step by step
- 1Gather all relevant evidence, including statements showing the charge, receipts, order confirmations, and any correspondence with the merchant involved. Note the date of the problem.
- 2Contact Frasers Plus directly as soon as possible. Check your account's terms and conditions for their specific dispute process and contact details. Clearly state that you are disputing a specific charge, providing the date, amount, and reason for the dispute. Request a formal investigation.
- 3If your initial contact does not resolve the issue, follow Frasers Plus's formal complaints procedure. Request a 'final response' letter if they deny your claim, as you will need this for escalation.
- 4If Frasers Plus does not resolve your complaint within eight weeks, or within 15 days for complaints about fraud, scams, payment services, or electronic money, or if you are unhappy with their final response, escalate your case to the Financial Ombudsman Service (FOS). You generally have six months from the date of their final response to do this. The FOS is free and impartial.
What they'll say, and your comeback
“You need to contact the retailer directly to resolve this.”
Comeback, As this is a charge on my credit account, I am raising the dispute with you, my credit provider. Under Section 75 of the Consumer Credit Act, you may be equally liable if the purchase was between £100 and £30,000 and the retailer breached the contract. You are responsible for investigating this charge.
“Our records show this payment was authorised by you.”
Comeback, I did not authorise this specific transaction, and I require proof of my authorisation. If this was an unauthorised payment, the Payment Services Regulations 2017 state you must refund me unless you can prove I authorised it or was grossly negligent.
“This is a valid charge for services or goods received.”
Comeback, I dispute the validity of this charge because [state your specific reason, e.g., 'the service was not provided,' 'the goods were faulty and returned,' or 'the amount charged is incorrect']. I expect you to investigate this matter thoroughly.
What actually happens
In practice, resolving a disputed charge on your Frasers Plus account often starts with direct contact. Many issues are resolved at this stage, especially for clear errors or unauthorised payments. For more complex cases, such as those involving faulty goods covered by Section 75 of the Consumer Credit Act for purchases between £100 and £30,000, the process can take longer. Financial businesses typically have eight weeks to issue a final response, though this drops to 15 days for fraud or payment service complaints. If escalation to the Financial Ombudsman Service is needed, they aim to resolve cases within 90 days, but complex situations can extend this. Acting quickly is always advisable, as time limits apply for both initial complaints and FOS referrals. Always check your Frasers Plus account terms for specific procedures.
FAQ
How long do I have to dispute a Frasers Plus charge?
You should dispute a charge as soon as you notice it. You generally need to complain to the business within six years of the problem, or within three years of becoming aware you had cause to complain. Acting promptly increases your chances of a successful resolution. If you need to escalate to the Financial Ombudsman Service, you typically have six months from the date of the credit provider's final response.
What kind of charges can I dispute on my Frasers Plus account?
You can dispute charges that are incorrect, unauthorised, fraudulent, or for goods or services that were not delivered, were faulty, or not as described. This also includes charges where you have been double-billed or cancelled a service but were still charged. For purchases between £100 and £30,000, Section 75 of the Consumer Credit Act 1974 may make your credit provider equally liable if the retailer breached the contract or misrepresented the goods.
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Sources
A self-serve tool, not a law firm. General information, not legal advice. Last researched 2026-10-19.