A bride whose wedding dress zip broke on her big day has described a nearly two-year battle with her bank to reclaim part of the cost. Rachel, who declined to give her surname, paid £1,600 for the dress but the zip failed during the ceremony.
After the wedding, she contacted the shop but received no further response. She then attempted a chargeback through her bank, which was unsuccessful. Chargeback allows customers to reverse a transaction if goods or services are not received, but it is not a legal right and is typically limited to 120 days.
Nearly two years later, on a whim, Rachel submitted a Section 75 claim under the Consumer Credit Act 1974. This provision gives credit card companies legal responsibility for breaches of contract or misrepresentation on purchases over £100. The bank upheld the claim in part and offered her £800, half the purchase price.
Speaking to MoneySavingExpert, Rachel said: 'On my wedding day, the zip on my wedding dress broke. I contacted the shop after the wedding and they apologised and told me they would investigate, but I never received a response.' She added that she is glad she persisted.
The Financial Ombudsman Service advises that consumers should first seek a refund from the seller. If that fails, they can ask their bank or lender to consider a chargeback or Section 75 claim. If unsatisfied with the bank's response, a complaint can be escalated to the ombudsman.
