Why this answer
What actually matters
- Notify the bank immediately.
- Give the payee, amount, time and fraud circumstances.
- Ask for recall or recovery action.
- Obtain the bank’s final reimbursement decision in writing.
Important nuance
When the statement may have a point
- Recovery cannot be guaranteed once funds reach another account.
- A correctly executed payment to details supplied by the customer may be difficult to reverse.
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