Credit Cards
Section 75 claim refused (Consumer Credit Act 1974 s.75); Persistent debt - bank failed to intervene (CONC 6.7); Credit limit increase without affordability check (CONC 5.2A); Fraudulent/unauthorised transaction - refund refused; Wrongful default marker on credit file
Key Legislation
Consumer Credit Act 1974; FCA Consumer Credit sourcebook (CONC) — s.75 (joint liability); s.56 (deemed agency); CONC; CONC 6.7.27-6.7.39; DISP 1.6
Complaint Route: Financial Ombudsman Service
Type: Ombudsman (binding on firm)
Max award: £445,000
Uphold rate: 34%
Average resolution: 180 days
Pre-conditions: Complain to firm first; firm has 8 weeks to resolve; then refer to FOS within 6 months of final response
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Annual complaint volume: 305,726 (FOS 2024/25 total)
Note: Compensation range: Full refund of purchase price + consequential loss