Faulty goods refund route
Goods not as described, damaged, unusable or not fit for purpose.
Start with the problem type
Section 75 and chargeback guide
Card payment protection when a seller refuses, disappears or fails to supply.
Direct Debit Guarantee guide
Wrong date, wrong amount or Direct Debit error.
Complaint escalation planner
Turn a messy complaint into dates, evidence and the next escalation route.
The seller, card provider and bank are different routes
For a broken purchase, start with the retailer or supplier. If that fails, how you paid may give another route. If a Direct Debit was taken incorrectly, your bank is central because the Direct Debit Guarantee is a bank/building society refund route for errors.