Why this answer
What actually matters
- Identify whether the payment was authorised or unauthorised.
- Reconstruct the fraud journey and warnings shown.
- Explain impersonation, pressure and vulnerability.
- Ask the bank to identify the exact legal or scheme exception.
Important nuance
When the statement may have a point
- Deliberate or grossly negligent security failures can affect some claims.
- Dishonesty or collusion can remove protection.
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