Credit cards - Your rights - The UK Cards Association

Credit cards Your rights- a consumer guide Credit cards are a very safe and convenient way of paying for things in shops at home, online or around the world. Unlike cash or cheques, if something goes wrong when using your card, you benefit from unique legal protection. You also get extra protection through voluntary rules that all UK credit card companies follow, called the Lending Code. This leaflet will help you understand your rights: if you don’t get what you paid for or it turns out to be faulty; if your credit card details are used by a fraudster; if changes are made to your account; your right to clear information; if you are in financial difficulties; and if you

need to complain. Section 75 This law (part of the Consumer Credit Act 1974) protects you if you use your credit card to buy something costing between £100 and £30,000. You are legally entitled to get your money back if: • what you bought turns out to be faulty; • the company you bought the product or service from breaks their contract with you (for example they go out of business); or • the company you bought the product or service from don’t deliver what they have promised. This responsibility is jointly shared between the business you bought the goods or services from and your credit card company. You may even be able to make a successful claim if you only used your credit card to pay for part of what you bought, and the protection may cover any losses you have over and above the original amount you paid. It’s usually quicker and easier to sort out any problem with the business you bought from. If they can’t (or won’t) fix the problem, your credit card company will be able to help – just contact them with details of the purchase, along with any contract you were given and any other correspondence you have had when trying to fix the problem. You are well protected if something goes wrong with goods or services you have bought using your credit card, thanks to two different types of protection. Your rights if you don’t get what you paid for, or it turns out to be faulty Internet and mail-order shopping within the European Union (EU) If you buy something online, by phone or by mail order from anywhere in the EU, you get extra legal protection as part of the Distance Selling Regulations. This entitles you to a seven day ‘cooling-off period’ starting from the day you receive the goods, during which you can cancel the order and get your money back from the company you bought the goods from. If you aren’t able to sort out the issue direct with the company, you should contact your credit card company who may be able to help through either chargeback or Section 75. Chargeback American Express, MasterCard and Visa cards all offer extra protection through a process called chargeback. This can entitle you to a refund in some situations where Section 75 doesn’t apply – for example if your goods cost less...

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