Why this answer
What actually matters
- Request the authentication and device evidence.
- State what the customer did and did not approve.
- Check merchant, amount and recurring-payment details.
- Report promptly and secure the account.
Important nuance
When the statement may have a point
- Strong customer authentication can be persuasive evidence.
- A customer-approved payment induced by a scam may fall under a different reimbursement framework.
What you could say
Keep the response tied to the actual rule.
Evidence
What to have beside you
- Card statement and transaction record
- Underlying contract/order and evidence of breach or misrepresentation
- Correspondence with the supplier
- Bank decision and the scheme or legal basis it says it applied
If they still refuse
Move the dispute forward.
- Ask the bank to identify whether it assessed Section 75, chargeback or another route.
- Keep the underlying merchant evidence: the bank cannot sensibly assess the derivative dispute without it.
- Escalate eligible complaints to FOS after the firm’s complaint process.
Read the full rules
Go deeper before escalating.
Official sources