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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Build my claim →Your rights
Under the Financial Conduct Authority (FCA) rules and the Consumer Credit Act 1974, you have the right to dispute charges on your credit account that are incorrect, unauthorised, or fraudulent. 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 to your satisfaction, 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.
- 2Contact Frasers Plus directly as soon as possible. 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 you are unhappy with their final response, escalate your case to the Financial Ombudsman Service (FOS). 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, as per my rights under the Consumer Credit Act and FCA regulations. 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.
FAQ
How long do I have to dispute a Frasers Plus charge?
You should dispute a charge as soon as you notice it. While there isn't a strict time limit for raising a complaint with your credit provider, 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/services that were not delivered, were faulty, or not as described. This also includes charges where you've been double-billed or cancelled a service but were still charged.
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A self-serve tool, not a law firm. General information, not legal advice.