Claim it yourself, free

This page exists because it is the honest thing to publish. The routes we use are open to you directly, they cost nothing, and for a straightforward claim there is no good reason to pay anyone a percentage of your own money.

Step one: work out your deadline

Chargeback is usually 120 days from the transaction, or from the date the goods or services were due if that is later. Section 75 runs for six years. Scam reimbursement claims should be raised as soon as you realise. If your purchase was months ago, check the later date before assuming you are too late. the clock frequently starts later than people expect.

Step two: work out which route applies

• Credit card, purchase over $100 and under $30,000: Section 75 makes your card provider equally liable with the retailer. This is the strongest route and it lasts for years.
• Debit card, or a credit card purchase under $100: chargeback, under the Visa, Mastercard or American Express scheme rules.
• Bank transfer you were tricked into making: an authorised push payment claim under the reimbursement rules.
• A payment you did not make at all: an unauthorised transaction claim, where the burden of proof sits with your bank rather than with you.

Step three: gather your evidence

The order confirmation, the advert or listing as it appeared, any promised delivery date, your attempts to contact the seller, and the card statement showing the payment. Screenshot listings before they are edited or deleted. Our free evidence checklist covers this in detail.

Step four: contact your bank

Call the number on the back of your card, or use your banking app. Say clearly which type of claim you are making and why. Ask for it to be logged as a formal complaint if you are not satisfied with the first answer, that is what starts the eight-week clock.

Step five: escalate free to the Ombudsman

If your bank refuses, or eight weeks pass without a final response, you can refer the complaint to the Financial Ombudsman Service. It is free, it is independent, and it overturns a meaningful proportion of the decisions referred to it. You do not need a representative to do this, and using one does not improve your standing with the Ombudsman.

When it is worth involving us

When the bank has already refused twice, when the evidence trail is long and complex, when a business has become insolvent, when more than one route applies and the wrong one has already been tried, or when you simply do not feel able to face the process. Those are the claims we take on. Everything else, you should run yourself.