How to Request a Refund From Your Bank for Dog Training College Payments
- Tori Lynn Crowther
- 3 hours ago
- 8 min read
How to Request a Refund From Your Bank for Dog Training College Payments
A Practical Guide for Students of the Dog Training College
Many former students of the Dog Training College are attempting to recover course fees after the organisation ceased operating and access to training materials was lost.
In the UK, there are several routes that may allow consumers to recover payments made to a company that has failed to deliver services. The options available depend on how the payment was made and when the payment occurred.
This guide explains the most common refund routes and what steps to take if a bank initially refuses the request.
Step 1: Identify How You Paid
The first step is to determine how the payment was made, as this determines which protections apply.
Common payment methods include:
• Credit card
• Debit card
• Bank transfer
• Direct debit
• Payment plans or finance agreements
• Payment platforms (for example instalment services)
Different consumer protections apply to each method.
Step 2: Gather Evidence
Before contacting your bank, collect as much evidence as possible. This will strengthen your claim.
Helpful documentation includes:
• Payment receipts or bank statements
• Course invoices
• Marketing materials describing the course
• Proof of course access being removed
• Emails requesting support or refunds
• Screenshots showing that the service stopped functioning
• Evidence the company entered liquidation
You should also prepare a short summary explaining:
• what you purchased
• how much you paid
• when you paid
• what part of the service was not delivered
Banks often decide claims based on the clarity of this information.
Step 3: Contact Your Bank
Contact your bank’s disputes or chargeback department and explain that:
you paid for a service
the service was not delivered or became inaccessible
the company has entered liquidation
Ask the bank to open a payment dispute.
Make sure you provide your evidence when requested.
Step 4: If You Paid by Credit Card
If you paid more than £100 using a credit card, you may be able to claim under Section 75 of the Consumer Credit Act.
Section 75 makes the credit card provider jointly responsible if a company fails to provide the goods or services you paid for.
Important points:
• The purchase must be between £100 and £30,000
• The credit card must have been used directly for the purchase
• The claim can still apply even if the company has gone into liquidation
When making the claim, clearly state:
“I would like to make a Section 75 claim for services not provided.”
This is often the strongest route for refunds.
Step 5: If You Paid by Debit Card
If you paid using a debit card, you can request a chargeback.
Chargebacks allow banks to reverse transactions when:
• services were not provided
• goods were not received
• a company ceased trading
Chargebacks normally have time limits, typically:
• within 120 days of the service failing, or
• within 540 days of the original payment
Banks sometimes initially reject these claims, but many are later approved when additional evidence is provided.
Step 6: If You Paid by Direct Debit
If payments were taken through direct debit, you may be protected by the Direct Debit Guarantee.
This allows customers to request refunds from their bank if payments were taken incorrectly.
Explain to the bank that:
• the service was not delivered
• the company is no longer operating
Your bank may be able to reverse recent payments.
Step 7: If You Paid Through Finance or Payment Plans
If the course was purchased using:
• third-party finance
• instalment payment services
• credit agreements
the finance provider may share responsibility for the failed service.
Contact the lender and explain that:
• the training provider has ceased operating
• the course cannot be completed
You may be able to:
• pause payments
• cancel the agreement
• request a refund
Step 8: If the Bank Refuses the Refund
If your bank rejects the claim, do not assume the decision is final.
You can take the following steps.
1. Ask for a Formal Written Decision
Request the bank’s final response letter explaining why the claim was rejected.
Banks must provide this before the complaint can be escalated.
2. Submit a Formal Complaint
If you disagree with the bank’s decision, file a formal complaint with the bank.
Clearly explain:
• why the service was not delivered
• why the bank should apply consumer protections
• what outcome you are requesting
Banks normally have up to eight weeks to respond.
3. Escalate to the Financial Ombudsman Service
If the complaint is rejected or unresolved after eight weeks, you can escalate the case to the Financial Ombudsman Service.
The Ombudsman is an independent body that investigates disputes between consumers and financial institutions.
They will review:
• bank communications
• the evidence you provided
• whether the bank applied consumer protection rules correctly
Many bank disputes are overturned at this stage.
Step 9: Register as a Creditor in the Liquidation
If the company has entered liquidation, affected students may also be able to register as creditors in the insolvency process.
However, unsecured creditors such as course participants are usually paid only after secured creditors, and in many liquidations there are limited funds remaining.
For this reason, bank refund routes are often the most realistic way of recovering payments.
Key Tips for Students
• Act quickly, as some refund mechanisms have time limits
• Keep copies of all communication with banks
• Provide clear evidence when submitting a claim
• If a claim is rejected, escalate it rather than giving up
Many successful refunds occur after complaints or Ombudsman reviews, so persistence can be important.
Final Note
The collapse of the Dog Training College has left many students facing unexpected financial losses. While not every claim will succeed, UK consumer protection laws do provide several possible routes to recover payments when a company fails to deliver services.
Students affected by the situation may wish to explore these options with their bank as soon as possible.
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.
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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.
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