Getting your money back for DTC-Further info and example letters
- Tori Lynn Crowther
- Mar 15
- 14 min read
Updated: Mar 17
Getting your money back for the DTC-Further info and example letters
If you paid The Dog Training College (DTC)/Innovaze Ltd by card or bank transfer, you have several routes to try to get your money back.
For credit‐card payments over £100, you can use Section 75 of the Consumer Credit Act (1974) – the card provider is legally jointly liable if the service failed or the supplier went bust.
For other card payments (including debit cards or credit‐card payments under £100), use the bank’s chargeback scheme (an informal card network refund). If you paid by direct debit, you can invoke the Direct Debit Guarantee for an immediate refund of any erroneous or unauthorised debit. For bank transfers: if you sent money to a UK account after 7 Oct 2024, the Payment Systems Regulator’s new rules require your bank to refund unauthorised or APP scam payments (Faster Payments/CHAPS) up to £85,000. (For transfers before Oct 2024, the old CRM code or ordinary complaints procedure applied; BACS transfers generally have no automatic refund scheme.)
Be prepared to show evidence: receipts, bank statements, invoices or contracts, communications with DTC, marketing claims (e.g. “CPD‑accredited courses”), and proof of the insolvency or liquidation (DTC Ltd was liquidated in July 2020; Innovaze Ltd went into liquidation January 2026). Cite these facts in your claims.
If a refund is refused, follow the bank’s complaints process and then escalate to the Financial Ombudsman Service if unresolved after 8 weeks or on receiving a final denial. You may also report suspect scams to Action Fraud or the police and, as a last resort, sue in the small claims court (for up to £10,000 in England & Wales).
Checklist:
Identify your payment method and date (credit card, debit card, BACS, direct debit, etc.)
Gather evidence: receipts/contracts, bank statements, DTC marketing (e.g. accreditation claims), Companies House Gazette notice of liquidation.
If by credit card (≥£100) claim via Section 75. If by debit card or <£100, use card chargeback.
If by direct debit: contact your bank for a Direct Debit Guarantee refund.
If by bank transfer after Oct 2024: contact bank under PSR rules for Faster Payments/CHAPS refund. If before that or via BACS, complain to your bank (no guaranteed scheme).
For unauthorised/continuing payments (e.g. DTC still debiting after liquidation): notify your bank immediately as an unauthorised transaction. Banks must refund unauthorised debits (provided you report within 13 months).
Send written dispute to your bank or card issuer using a clear template (see samples below).
If bank refuses or delays, make a formal complaint. If unsatisfied after 8 weeks or final answer, complain to the Financial Ombudsman Service.
If suspect fraud, also report to Action Fraud (or 101 police) and keep all correspondence.
If still no resolution, consider a County Court claim. Send a “letter before claim” (giving facts, losses, deadline) and prepare a small‐claims application (court fees can range from £35 to £455 for up to £10k).
Your Rights and Remedies
Section 75 Consumer Credit Act (credit cards) – If you charged the course (or a deposit) to a UK credit card and the service wasn’t delivered or the company broke its contract, you can jointly hold the card issuer liable. This applies to single items over £100 (up to £30,000). Even if you only paid part by credit card, you can claim the total cost. The claim must be made within 6 years (or 6 years from the date the service was due). You will need to provide details of the purchase, any misrepresentations/promises (e.g. accredited courses), contract terms, and what you’ve already done to resolve it. The bank will expect evidence: receipts, emails, adverts about accreditation, proof of insolvency, etc.
If valid, they should refund your payment.
Card Chargeback – All debit and credit card networks provide a “chargeback” scheme as a voluntary, non-statutory process. Chargeback can be used when services weren’t provided or a subscription was charged after cancellation. Typically you must ask your bank to raise the chargeback within 120 days of the transaction or the expected delivery date. Provide your bank a written form or letter listing transaction details, supplier’s name, dates, and what went wrong. You may attach adverts or evidence that the course was CPD‑accredited. There is no legal guarantee of success, but chargeback can be quick. Even if chargeback fails, it doesn’t prevent a Section 75 claim if eligible.
Direct Debit Guarantee – If you paid by direct debit (e.g. instalments to DTC) and money was taken in error (for example, after the company folded), you have an immediate right to a refund under the UK Direct Debit Guarantee. Contact your bank as soon as you notice it, explain it’s an error or unauthorised, and request the refund. The bank must refund the full amount without delay.
Bank Transfer (Faster Payments/CHAPS) – New rules (from 7 October 2024) require banks to reimburse unauthorised or “APP scam” payments made by Faster Payment or CHAPS to a UK account, up to £85,000. If DTC demanded payments after liquidation and you suspect fraud, report it to your bank immediately and ask for a refund under these rules. The bank should usually refund within 5 business days (though up to 35 days). If the payment was by BACS or before Oct 2024, these rules do not apply. You would then rely on the older “CRM Code” (if still in effect pre-Oct 2024) or treat it as a bank error/complaint without a guarantee.
Unauthorised Payment Claim (PSD2) – Under Payment Services Regulations, if a debit card or bank payment was taken without your consent (unauthorised), you have an automatic right to a refund. You must report it to your bank “without undue delay” (ideally immediately, definitely within 13 months). The bank must refund the amount and any charges by the next business day once notified. The bank can only refuse if you authorised the payment or acted fraudulently. For example, if DTC demanded payments after liquidation under false pretences, treating these as unauthorised may trigger this protection.
Consumer Ombudsman & Complaints – If your bank refuses any of these claims or doesn’t reply within 8 weeks, you can escalate the dispute. The Financial Ombudsman Service (FOS) will review complaints about banks and credit card companies. In 2024/25, FOS upheld roughly one-third of complaints in the banking/credit sectors. You first must follow the bank’s official complaints process. If the final response is unsatisfactory or 8 weeks pass, complain to FOS. The Ombudsman can order the bank to pay you back or compensate for losses. Citizens Advice and MoneyHelper both guide on the FOS process.
Action Fraud / Police – If you believe you’ve been scammed (for example, continuing payment requests by DTC after liquidation), report it to Action Fraud (via www.actionfraud.police.uk) or dial 101. FCA guidance advises victims of scams to do this. Always save all communications with DTC (emails, texts) and any evidence of false claims, as this supports both bank complaints and police reports.
Small Claims Court – If all else fails, you can sue in the County Court (in England/Wales) via the Small Claims Track. This may be appropriate for claims up to £10,000. You must first send a “letter before claim” under the Pre-Action Protocol (see sample below). If unresolved, you file a claim (online via Money Claim Online or form N1). Court fees depend on the claim amount (from £35 to £455 for claims up to £10,000). If you win, the court can order the company (or directors if appropriate) to pay you, including interest and possibly your court fees. (Check Citizens Advice for current limits and procedure.)
How to Proceed (Step-by-Step Guide)
Check payment details. Note the date, amount, payment method and recipient. Gather any documentation: order confirmations, course contract or agreement, accreditation claims (e.g. “CPD‑accredited course”), your bank/credit statements showing the transaction, DTC’s terms and conditions, and the insolvency notice (e.g. Gazette entry).
Determine your claim route:
If credit card (including store card or lending arrangement) and the service cost over £100, use Section 75. (Even a deposit paid by card qualifies for the whole cost.)
Otherwise (debit card or credit card under £100), use card chargeback.
If you paid by direct debit, claim under the Direct Debit Guarantee.
If you paid by bank transfer (Faster Payment/CHAPS) after 7 Oct 2024, treat as an APP scam/unauthorised payment and claim via PSR rules. If by BACS or before Oct 2024, raise a complaint to the bank (no formal code protection now).
Send your bank/issuer a dispute notice: Write or use your bank’s online dispute form. Include: “Reference: [transaction details]”. Explain briefly that you paid DTC for an online course and the company entered liquidation without providing the service or accreditation as promised. Cite Section 75 (for credit cards) or chargeback (“goods/services not received”). Enclose copies of receipts, your contract or course outline, and any proof of DTC’s failure (e.g. news of liquidation or withdrawal of accreditation). You can say: “I paid £X on [date] using my [credit/debit] card for Dog Training College’s course. The company has since entered insolvency and did not deliver the training or provide certified qualifications as advertised (including CPD accreditation). Under Section 75 of the Consumer Credit Act (1974) you are jointly liable for our contract’s breach. I request a full refund of £X.” (Or for chargeback: “I request a refund under the Visa/Mastercard chargeback rules.”.) Send the letter by email or post, keeping proof of submission.
Evidence to include: Proof of payment (statement/receipt), copy of DTC’s marketing or website claiming accreditation, the enrolment agreement or terms, any correspondence with DTC (emails, messages) showing you pursued resolution, and the insolvency notice (print from Companies House or The Gazette). If claiming Section 75, clearly note how the company broke the contract (e.g. failed to deliver or misrepresented the course). For joint accounts or multiple payments, note that all cardholders have equal liability (see Citizens Advice “equal liability” guidelines). Keep everything copied and send originals by special delivery if needed.
Follow up promptly: Chargeback claims are best started within 120 days. Section 75 claims can be started much later (within 6 years), but do it without delay. For ongoing payments (e.g. monthly fees after insolvency), contact your bank immediately to stop them and treat as unauthorised.
Escalate if refused or ignored: If the bank/card issuer says no or does not respond in 8 weeks, make a formal complaint. Use the bank’s complaint procedure or send a complaint letter, referencing your earlier claim and requesting reconsideration. If still unsatisfied (or after 8 weeks from your complaint), contact the Financial Ombudsman Service. The Ombudsman can be contacted by phone or online, and will require copies of all documentation. Include references to relevant laws (e.g. mention “I am invoking Section 75 of the Consumer Credit Act” or the Faster Payments Reimbursement rules as applicable).
Inform Citizens Advice and Action Fraud (if scam). If you suspect DTC’s continued payment requests are fraudulent, report to Action Fraud or call your local police on 101. Keep any scam-related messages/screenshots. Citizens Advice can provide free guidance on your consumer rights, and you can reach their consumer helpline or use their online advice pages (like on refunds by card or bank transfer).
Consider Small Claims Court: If all financial redress fails (bank denies and Ombudsman doesn’t help), you can sue. Send a pre-action “letter before claim” giving summary of facts, losses and a 28-day deadline. If no satisfactory response, file a claim in the County Court (Small Claims Track) for the amount. Court fees will apply (see below). Be aware: Innovaze Ltd is now in liquidation, so any court judgment makes you a creditor in the liquidation (where recovery may be limited). You may also explore if directors’ personal liability could be pursued (requires legal advice).
Key Timelines and Deadlines
Initiate chargeback claim Usually within 120 days of payment or due delivery.
Make Section 75 claim Within 6 years of purchase or delivery date.
Report unauthorised payment As soon as possible, ideally immediately (must be within 13 months).
Bank complaint resolution Bank typically responds within 8 weeks.
Escalate to FOS After 8 weeks or on receiving final refusal.
Letter before claim (small claims) 14–28 days to respond (per Pre-Action Protocol).
Make small claim Up to £10,000 (England/Wales) – file after sending pre-action letter.
Sample Dispute Letters
Sample Section 75 claim (to credit card provider):
“Dear [Bank], On [date] I paid £[X] by credit card to Dog Training College for a dog training certification course. The company has entered liquidation (see The Gazette notice), failed to deliver the course, and misrepresented its accreditation status. Under Section 75 of the Consumer Credit Act 1974, you are equally liable for the supplier’s breach of contract. I enclose my receipt, contract terms, and notice of insolvency. Please refund the full £[X] within 14 days. If unresolved, I will consider legal action.”
Sample Chargeback claim (to card issuer or bank):
“Dear [Card Provider], I am disputing a transaction of £[X] to The Dog Training College on [date]. I paid for an online course which has not been provided and the supplier has since ceased trading. I hereby request a refund under the Visa/Mastercard chargeback scheme. Enclosed are my card statement, the purchase invoice, and evidence of DTC’s liquidation. Please process this chargeback claim and reverse the payment.”
Sample complaint (unauthorised transaction):
“Dear [Bank], on [date] I noticed an unexpected debit of £[Y] by ‘Dog Training College/Innovaze’ from my account. I have not authorised any payment to this firm after [month/year]. I enclose a copy of my statement and the company’s insolvency notice. This appears to be a mistake or scam; I request the amount be refunded immediately under the Direct Debit Guarantee/PSD2 unauthorised payment rules. Please confirm in writing within 7 days.”
Sample bank complaint escalation letter:
“Dear [Bank Complaints Dept], I refer to my dispute raised on [date] regarding payment £[X] to Dog Training College. I am dissatisfied with your response of [date]/lack of response. The card/network rules clearly support my claim (non-delivery of service, supplier insolvent). I ask you to review and refund £[X], failing which I will escalate to the Financial Ombudsman Service. Please send your final response within 14 days.”
Sample response to bank investigation questions (Delete as appropriate):
“Dear [Bank Disputes Team],
I refer to your email dated [date] regarding my dispute for payment of £[X] made to Dog Training College.
You have asked why my claim relates to a period longer than the course duration stated in the materials. While the course description suggested that the programme could take approximately 3–6 months to complete, the course was marketed and sold as a flexible, self-paced online programme. Students were not required to complete the training within a fixed timeframe and were told they would have continued access to the platform, course materials, and mentoring support while completing the programme.
My claim relates to the fact that the service I paid for became inaccessible before the course was completed and before the services promised had been delivered in full. The issue is therefore the non-delivery of the service, rather than the speed at which the course could theoretically be completed.
You also asked why I am unwilling to accept the offer from a “new company” that claims it may honour the course. My contract and payment were made to Dog Training College, and the company now offering the course appears to be a separate organisation. I have no contractual agreement with this company, and the terms, accreditation, course structure, and support offered may differ from what was originally purchased.
For this reason, the offer from a third party does not resolve the fact that the original supplier failed to provide the service that was paid for.
I therefore ask that you continue to process my claim on the basis of services not provided by the original supplier.
Yours sincerely,
[Name]”
Sample Letter Before Claim (if suing):
“Dear Innovaze Ltd, I paid £[X] for an online dog training course on [date], which was not delivered after you went into liquidation (January 2026). Despite contacting you, I have not been refunded. Under our contract and relevant law, I demand repayment of £[X] by [date 28 days away]. If you do not respond satisfactorily, I will commence court proceedings for this amount. This letter complies with the Civil Procedure Rules’ Practice Direction.”
Next Steps and Tracking
Record everything: Keep copies of all letters/emails, payment confirmations, and responses. Log dates (sent, received, deadlines).
Set deadlines: Use the table and checklist above to note critical dates (120‑day chargeback window, 6‑year Section 75, 8‑week complaint response, etc.).
Follow up: If you don’t hear back by promised times (e.g. “within 14 days”), chase it. If the bank fails to act within 8 weeks, immediately refer the case to FOS.
Seek advice if stuck: Citizens Advice consumer helpline can advise on next steps; MoneyHelper (UK government) has guidance on bank disputes.
By systematically using these consumer protections and documenting your efforts, you maximise the chance of recovering your money. Remember that legal/regulatory protections exist precisely to safeguard you in cases of supplier insolvency or fraud. Ensure you reference these rules in communications, and escalate patiently but persistently if needed.
References
Financial Conduct Authority (FCA)
Guidance explaining consumer refund routes, including chargebacks and Section 75 claims when services are not delivered.
MoneyHelper (UK Government-backed consumer guidance service)
Information on protections when paying by credit or debit card, including how to request chargebacks and how to escalate disputes to the Financial Ombudsman Service.
UK Finance
Industry guidance explaining how Section 75 claims work and the evidence consumers should provide when making a claim through their credit card provider.
Financial Ombudsman Service
Guidance on disputes involving goods or services purchased by card, including when banks may consider chargeback requests and what happens if a claim is rejected.
HSBC Consumer Guidance
Explanation of the chargeback process, including situations where goods or services are not provided or when a company stops trading.
UK International Consumer Centre (UKICC)
Consumer guidance on Section 75 claims and the responsibility of credit card providers when goods or services are not delivered.
Experian Consumer Credit Guide
Overview of how Section 75 claims are made, evidence requirements, and the option to escalate disputes to the Financial Ombudsman Service.
Resolver Consumer Rights Guidance
Information about chargeback schemes, including typical time limits and the ability to escalate disputes through formal complaints.
Dog Walker Emergency Quick-Action Notes
What to do first when something goes wrong
When an emergency happens you do not need a long guide.
You need a clear order of actions you can follow quickly.
Think in this order:
1. Stay Calm
Panic makes everything worse.
Take one breath.Slow yourself down. You will deal with the situation far better if you stay calm.
Dogs also react to your emotions. A calm handler keeps dogs calmer.
2. Make the Situation Safe
Before doing anything else, check for immediate danger.
Ask yourself:
Is anyone near traffic?
Are dogs loose?
Are dogs fighting or panicking?
Is anyone seriously injured?
Your first job is to remove immediate danger.
That might mean:
Putting all dogs back on leads
Moving away from roads
Separating dogs
Getting dogs back into the van
Safety first. Everything else comes second.
3. Secure the Dogs
Make sure you have control of the group.
Count the dogs
Check leads and collars
Make sure everyone is contained
You cannot solve a problem properly if the rest of the group is still chaotic.
4. Assess the Problem
Once things are calm and secure, quickly work out what has actually happened.
For example:
Is someone injured?
Is a dog missing?
Is a dog hurt?
Are you hurt?
Take a moment to assess rather than reacting blindly.
5. Take Immediate Action
Depending on the situation:
Dog injuredKeep them calm and contact the owner or vet.
Dog missingStay in the area, call calmly, secure other dogs.
You are injuredSecure dogs and arrange safe return.
Dog fight or incidentSeparate dogs, check for injuries.
6. Communicate
Once the situation is under control, inform the client.
Be calm and clear:
What happened
What you have done
What will happen next
Clients appreciate honesty and quick communication.
The Emergency Rule
In any situation remember this order:
Calm → Safety → Secure Dogs → Assess → Act → Communicate
Follow this and you will handle emergencies far more effectively and professionally.
About Tori Lynn C. & The Dog House
Welcome to The Dog House — my cosy corner of the TLC Canine Crusaders Business Hub. I’m Tori Lynn C., the founder of TLC Dog Walking Limited, mentor to professional dog walkers, and lifelong advocate for dogs and the people who care for them. Before building my own dog walking company, I worked as a dog trainer and held corporate roles at Pizza Hut’s Head Office in London and at PricewaterhouseCoopers, based at Embankment Place. Business, structure, and people management have been part of my life for a very long time.
With full time, hands-on experience in the dog industry since 2007, my mission is to guide you through the realities of running a successful, sustainable dog walking business — from client care and safety to wellbeing, confidence, and professional growth.
The Dog House is where I share the honest, behind-the-scenes conversations we all need: the tricky moments, the funny bits, the business lessons, and the mindset work that keeps us thriving rather than merely surviving. Whether you're just starting out or scaling up, you’ll always find support, guidance, and a friendly nudge forward here.
You’re never alone in this journey — you’re part of a community of canine crusaders.
Legal Disclaimer
The information provided on this website is for general information and educational purposes only. It is intended to support pet care professionals in understanding common legal considerations when operating a dog walking or pet care business in the UK.
This content does not constitute legal advice and should not be relied upon as a substitute for advice from a qualified solicitor or legal professional. Laws, regulations and local authority requirements may change over time and can vary depending on location and individual circumstances.
While every effort has been made to ensure the information is accurate and up to date at the time of publication, no guarantees are made regarding completeness or applicability to your specific situation.
By using this website, you acknowledge that:
✓ You are responsible for ensuring your own business complies with all relevant UK laws and local authority rules
✓ You should seek professional legal advice before drafting, using or relying on any contract or legal document
✓ The website owner accepts no liability for loss, damage or legal issues arising from the use of this information
If you are unsure about any legal obligations, contractual terms or liabilities, it is strongly recommended that you consult a solicitor experienced in small business or consumer law.
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