If a boiler installation goes wrong, the way it was paid for matters: Section 75 of the Consumer Credit Act 1974 makes a credit card provider jointly liable with the supplier for an item costing more than £100 and not more than £30,000, even if only part was paid by card, and chargeback offers a separate, non-statutory route for the amount paid on a card.

Two routes: Section 75 and chargeback

Citizens Advice, in advice for England, explains that a customer who paid by credit or debit card can ask the card provider for help if the goods or services were not received, were faulty, or were not as described, and that there are two routes: a Section 75 claim, or a chargeback. Section 75 of the Consumer Credit Act 1974 applies across the UK. Where a borrower has a claim against a supplier for misrepresentation or breach of contract in a transaction financed by a credit agreement covered by the section, the borrower has a like claim against the creditor, which is jointly and severally liable with the supplier. It is best to contact the installer first, following the complaints route described in our guide to complaining about a boiler installation.

The price limits

Section 75(3) says the section does not apply to a claim so far as it relates to a single item to which the supplier has attached a cash price not exceeding £100 or more than £30,000. Citizens Advice adds that the limits apply to a single item, not the whole order, so a claim is possible where the item cost more than £100 and no more than £30,000. A typical boiler quote will usually fall within that band, although the position of an installation quote made up of several items depends on how the supplier priced the item claimed for, so the total on the quote and the way it is itemised are worth checking. Our guide to comparing quotes like for like explains how to ask for an itemised price.

Deposits and part payments

Citizens Advice says that if any part of the cost was paid by credit card, Section 75 can be used as long as the total cost of the item is within the limits, and its example is a faulty oven costing £250 where £50 was paid by credit card and £200 in cash: the full £250 can be claimed, not just the £50. That is relevant to boilers because deposits are common. The advice notes that only one card provider can be asked to make a Section 75 refund. If the cost was split between a credit card and a debit or charge card, the credit card provider is the one to ask; if more than one credit card was used, one provider should be chosen.

Chargeback

Chargeback is the route for debit cards and charge cards, and for credit card payments where Section 75 cannot be used. Citizens Advice describes it as a request to the card provider, which may call it a disputed transaction, for the amount paid on that card, or money to make up for the problem, but nothing paid by another card or method. In its example, a faulty machine bought for £250 with a £50 card deposit and £200 in cash gives a chargeback of the £50 only, while a credit card purchase could instead use Section 75 and would probably recover more. The advice also warns that the trader can challenge a refund even after money has been returned, so it suggests keeping the money for a few weeks.

Third parties and finance

Citizens Advice says Section 75 usually cannot be used where the purchase was not made directly from the trader, for example via a marketplace, voucher site, PayPal wallet or travel agent, although the card provider may still agree to it, and chargeback can be requested instead. Paying a boiler firm through an intermediary is therefore different from paying the installer directly. Boiler finance and subscription arrangements are covered in our guide to renting versus buying a boiler, and what happens if the installer stops trading is in the guide to installer insolvency. Section 75A adds that, for certain linked credit agreements, a claim may be pursued against the lender where the supplier cannot be traced, has not responded, is insolvent, or the customer has taken reasonable steps but not obtained satisfaction.

Making a claim

Citizens Advice advises telling the card provider in writing that a Section 75 claim is being made, using contact details from its website, with the main cardholder contacting the provider on a joint credit card. The request can be for the full amount paid or the cost of repair, compensation for poor quality or misleading conduct, and the cost of repairing damage caused by a faulty item or service. If a Section 75 claim is unsuccessful, the Financial Ombudsman Service can be asked to look at the case.

FAQs

Does Section 75 cover a boiler paid for by debit card?

No. Citizens Advice says debit card payments are dealt with by chargeback, which recovers only the amount paid on that card.

Can I claim the whole cost if I only paid a deposit by credit card?

Citizens Advice says yes, in its example, provided the total cost of the item is within the £100 to £30,000 range.

Is chargeback a legal right?

It is not set out in the Consumer Credit Act. Citizens Advice describes it as a request to the card provider, which can be challenged by the trader.

The bottom line

Paying for a boiler by credit card can give access to Section 75, under which the card provider shares liability with the installer for items costing more than £100 and no more than £30,000, even if only a deposit was paid by card. Debit card payments and cases outside Section 75 can use chargeback, which recovers only what was paid on that card. Keeping the quote, invoice and card statements makes any claim easier. This is general information, not legal advice.

Sources

This guide draws on the following primary sources, current as of 24 September 2026:

• Citizens Advice, “Getting your money back if you paid by card or PayPal” (advice for England)
• legislation.gov.uk, “Consumer Credit Act 1974, section 75: Liability of creditor for breaches by supplier”
• legislation.gov.uk, “Consumer Credit Act 1974, section 75A: Further provision for liability of creditor for breaches by supplier”

Related guides

Best Boiler Deals is an independent guide. We may earn a fee from some links; this never affects what we write. This article is general information, not regulated advice on any specific installation — always confirm the details with a Gas Safe registered engineer.