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Unfair Bank Charges & Card Fraud: How to Get Your Money Back

If money was taken from your account without your authorisation, your bank is legally required to refund you — usually within one business day. Here's how to enforce that.

The law

UK — Payment Services Regulations 2017 (PSR 2017)

Under Regulation 76, your bank must refund an unauthorised payment transaction by the end of the next business dayafter you report it — unless they have evidence of fraud or gross negligence on your part. The burden of proof is on the bank.

Ireland — PSD2 (Payment Services Directive 2)

The same protection applies across the EU under PSD2. Irish banks must refund unauthorised transactions immediately unless they can demonstrate you acted fraudulently or with gross negligence. The Financial Services and Pensions Ombudsman (FSPO) enforces this.

What counts as an unauthorised transaction?

  • Card used after it was reported lost or stolen
  • Fraudulent online transactions you didn't make
  • Payments taken by a merchant you didn't authorise
  • Duplicate charges or incorrect amounts
  • Continuous payment authority (CPA) you've cancelled but is still being charged

Step-by-step: how to get refunded

  1. 1

    Report to your bank immediately

    Call and follow up in writing. Note the date and reference number. Under PSR 2017/PSD2, you must report within 13 months of the transaction.

  2. 2

    Send a formal demand letter

    If the bank refuses or stalls, send a demand letter citing PSR 2017 Regulation 76 (UK) or PSD2 (Ireland). Set a 14-day deadline and name the ombudsman you'll escalate to.

  3. 3

    Wait for the bank's final response

    The bank has 8 weeks (UK) or 15 business days (Ireland, extendable to 35) to resolve your complaint.

  4. 4

    Escalate to the ombudsman

    UK: Financial Ombudsman Service (FOS). Free to use, and the bank is bound by the decision. Ireland: Financial Services and Pensions Ombudsman (FSPO). Also free and legally binding.

Time limits

  • Reporting: 13 months from the transaction date
  • UK FOS: Within 6 months of the bank's final response, or 6 years of the event
  • Ireland FSPO: Within 6 years of the conduct complained of

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Describe what happened. FightBack writes a demand letter citing PSR 2017 or PSD2, names the Financial Ombudsman or FSPO, and sets the deadline.

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