Section 75 Claims with NatWest: How to Claim and What to Expect
You hold a NatWest credit card and a purchase has gone wrong. The retailer has gone into administration, refused a legitimate refund, or delivered something substantially different from what was agreed. Under Section 75 of the Consumer Credit Act 1974, NatWest is jointly liable with the supplier for that purchase, and you can pursue NatWest directly.
NatWest is part of NatWest Group, which also includes Royal Bank of Scotland. If your card is branded RBS rather than NatWest, the Section 75 process is the same but you should write to RBS’s disputes team specifically. This guide covers NatWest credit cards.
Quick check: does Section 75 apply to your NatWest purchase?
- ✓ You paid at least £1 on your NatWest personal credit card
- ✓ The total purchase price was more than £100 and no more than £30,000
- ✓ The card is a personal credit card, not a NatWest business credit 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 NatWest cards qualify
NatWest personal credit cards — including NatWest Reward and NatWest Reward Black — are regulated consumer credit agreements. Section 75 applies in full.
NatWest business credit cards are generally outside the Consumer Credit Act and do not qualify. Sole traders using a personal NatWest credit card for a business purchase are still covered, as the test is whether the credit agreement is regulated, not the nature of the purchase.
If your card is an RBS card, the Section 75 right exists in the same way, but write to RBS’s disputes team rather than NatWest’s.
How to contact NatWest’s disputes team
Submit your claim in writing. Do not rely on a telephone call — calls are not formal written claims and leave you with no record.
The most convenient route is a secure message through NatWest Online Banking or the NatWest mobile app. Log in, navigate to help or messaging, and send your claim to the credit card disputes team. Note any reference number provided and keep a copy of everything you send.
Alternatively, write by post to the address shown on your NatWest credit card statement, marked for the attention of the Credit Card Disputes Team.
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 NatWest 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 supporting documents enclosed
What evidence to include with your NatWest Section 75 claim
Include these documents with your claim
- ▪Your NatWest credit card statement showing the transaction — highlight the relevant payment
- ▪Order confirmation, receipt, or invoice from the retailer showing the total agreed price
- ▪Evidence of the failure: non-delivery confirmation, photographs of faulty goods, or the administrator’s public announcement
- ▪Copies of any emails or letters to the retailer showing you attempted to resolve the issue directly
- ▪For goods or services not as described: the original product description alongside documentation of what was actually received
Including all supporting documents with your initial submission avoids the back-and-forth that delays decisions. NatWest will ask for anything missing, but sending everything upfront is faster.
What to say if NatWest pushes back
NatWest may say
”You need to contact the retailer before we can consider your Section 75 claim.”
Section 75(1) of the Consumer Credit Act 1974 makes NatWest jointly and severally liable with the supplier. Joint and several liability means you are entitled to pursue either party independently — there is no legal requirement to approach the retailer first. Where the retailer is in administration or has ceased trading, this is particularly unreasonable. State the legal position clearly and, if you have already contacted the retailer, include that correspondence as supporting evidence.
NatWest may say
”We can only refund the amount paid on your NatWest card.”
Section 75 liability is not capped at the amount charged to the card. Paying at least £1 on your NatWest credit card triggers joint liability for the full loss arising from the breach, provided the total purchase price was between £100 and £30,000. If you paid a deposit by card and the rest by bank transfer, your claim is for the total amount owed. State this and provide your full loss calculation.
NatWest may say
”Your claim has been assessed as a chargeback and declined.”
Chargeback and Section 75 are distinct processes. Chargeback operates under card scheme rules and has tighter time limits. Section 75 is a statutory right under the Consumer Credit Act 1974 and operates independently. If your Section 75 claim has been misrouted as a chargeback request, write back explicitly stating that you are making a formal Section 75 claim under the Consumer Credit Act 1974 and that it must be assessed under that legislation — not as a chargeback.
NatWest may say
”The three-party structure required for Section 75 is not present.”
If you paid the retailer directly on your NatWest credit card, the three-party structure is satisfied: you as debtor, NatWest as creditor, and the retailer as supplier. Provide your card statement showing the payment went directly to the retailer. This argument only has genuine merit in specific cases, such as payments made through PayPal or a third-party agent rather than directly to the supplier.
If NatWest still refuses
Issue a written rebuttal addressing each stated reason. If NatWest 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 NatWest.
You must contact the FOS within six months of NatWest’s final response letter. See our Financial Ombudsman escalation guide.
What to do now
Gather your evidence before writing — your NatWest statement, the original order confirmation, and clear documentation of what went wrong. A complete first submission is harder to reject and resolves faster.
Write via secure message or post — citing Section 75(1) of the Consumer Credit Act 1974. State the retailer name, the total loss, and the reason for the claim. Never rely on a phone call.
If rejected, respond to each stated reason or go to the FOS — cite the legislation, address NatWest’s specific grounds, 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.