Not upheld: dispute handling and refund claim under chargeback scheme and section 75 Consumer Credit Act 1974 complaint against Barclays Bank UK PLC trading as Tesco Bank

Decision detail

Summary

Mr H complained about Tesco Bank's handling of his refund claim for a £280 payment made to merchant T via his credit card in March 2025. He claimed the payment related to an investing service and alleged fraud, but could not provide sufficient evidence to support his claim. Tesco Bank declined to pursue a chargeback under the Mastercard scheme and also rejected his section 75 Consumer Credit Act claim due to insufficient evidence. The ombudsman found that Mr H failed to provide adequate detail about the nature of his dispute, what service he should have received, or what went wrong, and that Tesco Bank had given him fair opportunities to provide supporting documentation. The complaint was not upheld.

The Ombudsman's reasoning

The ombudsman found that Mr H failed to meet the evidential requirements for both a chargeback and a section 75 claim. Under Mastercard rules, a credit card provider must provide a description of the complaint in sufficient detail to enable all parties to understand the dispute. Mr H did not provide enough information about the nature of his claim, what service he should have received, or what went wrong. The ombudsman noted that Tesco Bank gave Mr H multiple opportunities over several months to provide supporting evidence, which he was unable to do. Therefore, Tesco Bank acted fairly and reasonably in declining both the chargeback and the section 75 claim.

How this compares

Source

Read the original decision on the Financial Ombudsman Service website