Section 75 Claims with HSBC: How to Claim and What to Expect
You hold an HSBC credit card and a purchase has gone wrong. The supplier has gone into administration, refused to refund a failed service, or delivered goods significantly different from what was advertised. Under Section 75 of the Consumer Credit Act 1974, HSBC shares joint liability with the supplier for that purchase — and you can pursue HSBC directly without needing the retailer to cooperate.
HSBC typically asks for thorough documentation before deciding on a Section 75 claim. Submitting a complete, well-structured claim at the outset — rather than a brief message followed by back-and-forth requests for more evidence — is the most effective approach and usually the fastest route to a decision.
Quick check: does Section 75 apply to your HSBC purchase?
- ✓ You paid at least £1 on your HSBC personal credit card
- ✓ The total purchase price was more than £100 and no more than £30,000
- ✓ The card is a personal HSBC credit card, not an HSBC commercial card
- ✓ The supplier failed to deliver, supplied faulty goods, misrepresented the product, or has gone into administration
Not sure? Use the free eligibility checker.
Which HSBC cards qualify
HSBC personal credit cards — including HSBC Rewards, HSBC Student Credit Card, and HSBC Premier credit cards — are regulated consumer credit agreements. Section 75 applies in full.
HSBC commercial credit cards issued to businesses are generally outside the scope of the Consumer Credit Act. If you are a sole trader who used your personal HSBC credit card for a business-related purchase, the card is still regulated and Section 75 applies. If the card was issued to a limited company, it is unlikely to qualify.
M&S Bank credit cards are issued by HSBC UK Bank plc under the M&S Bank brand. If your card says M&S Bank on the front, the Section 75 process and contact route are the same as for standard HSBC credit cards.
How to contact HSBC’s disputes team
Submit your claim in writing. Do not use a phone call as your primary route — calls are not treated as formal written complaints and leave you without a record.
The most reliable route is a secure message through HSBC Online Banking or the HSBC UK mobile app. Log in, go to the messaging or help section, and send your claim addressed to the credit card disputes team. Save a copy of your message and any reference number given.
You can also write by post to the address shown on your HSBC credit card statement. Mark the letter for the Credit Card Disputes Team.
HSBC processes Section 75 claims as formal complaints under the FCA’s DISP rules, which means they must issue a final response within eight weeks. If they ask for further evidence, respond promptly to avoid delays.
Your written claim should state:
- That you are making a claim under Section 75(1) of the Consumer Credit Act 1974
- The date and amount of the transaction on your HSBC card
- The name of the retailer or supplier
- What went wrong and why this constitutes a breach of contract or misrepresentation
- The total amount you are claiming
- A list of the supporting documents enclosed
What evidence to include with your HSBC Section 75 claim
Include these documents with your claim
- ▪Your HSBC credit card statement showing the transaction — highlight the relevant payment clearly
- ▪Order confirmation, receipt, or invoice from the retailer showing the total agreed price
- ▪Clear evidence of the failure: proof of non-delivery, photographs of faulty or misdescribed goods, or the administrator’s announcement if the business has failed
- ▪Written correspondence with the retailer showing you attempted to resolve the issue — HSBC is likely to ask for this
- ▪For defective goods or services: an independent assessment, repair estimate, or surveyor’s report where the nature of the defect requires professional evidence
- ▪For goods not as described: the original product description or advertisement alongside photographs of what was actually delivered
HSBC typically requests comprehensive documentation. Including everything upfront reduces delays significantly and avoids the risk of your claim stalling on a request for more information.
What to say if HSBC pushes back
HSBC may say
”We require more evidence before we can consider this claim.”
Respond promptly with any additional documents requested. If HSBC has not specified what is missing, ask them in writing to confirm exactly what evidence they need and by when. Keep a record of every exchange and the dates. Repeated requests for more evidence without a clear decision can themselves be grounds for an FOS complaint if they delay resolution past eight weeks.
HSBC may say
”You must contact the retailer and obtain a formal refusal before we can act.”
This is not a legal precondition for a Section 75 claim. Section 75(1) of the Consumer Credit Act 1974 gives you the right to pursue the card provider directly. Where the retailer is insolvent or has ceased trading, any requirement to obtain a refusal from them is plainly unreasonable. State this clearly. If you have already attempted to contact the retailer, include that correspondence as evidence.
HSBC may say
”Section 75 liability is limited to the amount charged to your HSBC card.”
This is incorrect. Section 75(1) makes HSBC jointly and severally liable for your full loss arising from the breach of contract, not just the card portion. If the total purchase price was between £100 and £30,000 and you paid at least £1 on your HSBC card, your claim covers the full amount owed — regardless of how the balance was paid. Cite Section 75(1) and set out your full loss clearly.
HSBC may say
”This is not a regulated credit agreement.”
Personal HSBC credit cards are regulated consumer credit agreements under the Consumer Credit Act 1974. If HSBC is arguing otherwise, ask them in writing to confirm whether your credit agreement is regulated under the Act and to provide their basis for treating it as unregulated. If your card is a personal credit card in your own name and not a commercial product, this argument is almost certainly wrong.
If HSBC still refuses
Send a written rebuttal addressing each stated reason. If HSBC issues a final rejection or fails to respond within eight weeks, refer the complaint to the Financial Ombudsman Service. The FOS is free and its decisions are binding on HSBC.
You must contact the FOS within six months of HSBC’s final response letter. See our Financial Ombudsman escalation guide.
What to do now
Prepare a thorough evidence pack before you write — HSBC is more likely than some banks to ask for comprehensive documentation, so include everything upfront: statement, order confirmation, evidence of the failure, and any correspondence with the retailer.
Submit in writing via secure message or post — citing Section 75(1) of the Consumer Credit Act 1974 explicitly. Do not rely on a phone call.
If rejected, address each reason in writing or go to the FOS — respond to HSBC’s specific grounds, cite the legislation, and if they still refuse, refer to the Financial Ombudsman within six months of their final response.
Ready to write the claim?
The Section 75 Claim Pack includes a template letter citing Section 75(1) of the Consumer Credit Act 1974, an evidence checklist, rebuttal templates for the most common rejection reasons including those listed above, and a Financial Ombudsman complaint letter. £6.99, no subscription.
Get the claim pack — £6.99Last updated: 2 May 2026. See also our complete Section 75 guide and our Financial Ombudsman escalation guide.