How to Get a Refund for a Disputed First Direct Charge
Spotting an unexpected or incorrect charge on your bank statement can be alarming, but you have strong consumer rights to reclaim your money. Whether it's an unauthorised transaction, a service you never received, or a duplicate payment, First Direct can help you dispute it. This guide shows you exactly how to navigate the process and get your funds back.
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For debit card transactions, you're protected by the **chargeback scheme**, an agreement between banks. This allows you to reverse payments if the merchant failed to provide goods or services, breached their contract, or if the transaction was fraudulent. For credit card purchases over £100, you have additional protection under **Section 75 of the Consumer Credit Act 1974**, which makes your card provider equally liable with the retailer for any breach of contract or misrepresentation.
Step by step
- 1Review your First Direct statement carefully, noting the date, amount, and merchant name of the disputed transaction.
- 2Attempt to contact the merchant directly first, if appropriate and safe to do so, to resolve the issue. Keep records of all communication.
- 3Contact First Direct immediately, either via phone banking or secure message through your online account. Clearly explain the transaction you are disputing and why.
- 4State that you wish to initiate a chargeback (or a Section 75 claim for eligible credit card purchases) and provide all relevant evidence, such as receipts, communication with the merchant, or proof of non-delivery.
What they'll say, and your comeback
“You need to contact the merchant first to resolve this.”
Comeback, I have already attempted to contact the merchant, or they are unresponsive, or the transaction was fraudulent. As my bank, you are obligated to assist me with a chargeback or Section 75 claim.
“It's too late to dispute this charge.”
Comeback, Please confirm the exact time limit for this type of dispute. While chargeback schemes have deadlines, these can vary. I wish to proceed with my claim.
“We need more evidence to process your claim.”
Comeback, I have provided all the information I have available. Please specify exactly what additional evidence is required to progress my chargeback or Section 75 claim.
FAQ
How long does a chargeback or Section 75 claim take?
The process can vary. A chargeback typically takes between 4 to 8 weeks, while Section 75 claims can sometimes take longer, especially if complex. First Direct will keep you updated on the progress.
What if First Direct rejects my claim?
If you are unhappy with First Direct's final decision, you have the right to escalate your complaint to the Financial Ombudsman Service (FOS). They offer a free, independent service for resolving disputes between consumers and financial firms.
Ready to get your money back?
Reclaim it now, free →More money you might be owed
- UKHow to get a refund for a faulty product (even 'out of policy')
- UK / EUHow to get a refund when your order never arrived
- EUResolve a cross-border online purchase dispute (ECC-Net)
- SpainCómo reclamar la devolución por un producto defectuoso en España
- PortugalDevolução de produto com defeito em Portugal
- FranceProduit défectueux : garantie légale de conformité en France
A self-serve tool, not a law firm. General information, not legal advice.