What is EC 261/2004 (UK flight delay compensation)?

UK261 (the post-Brexit version of EC 261/2004) gives compensation for flights delayed 3+ hours arriving at a UK airport, or departing from a UK airport on any airline, or departing from any airport on a UK/EU airline. Amounts: £220 (under 1,500km), £350 (1,500–3,500km), £520 (over 3,500km). Claim free direct from the airline — never use claims management firms taking 25–50%.

Section 75 of the Consumer Credit Act 1974 makes a UK credit card provider jointly liable with the retailer for purchases between £100 and £30,000 — if the retailer fails to deliver, the goods are defective, or the service is not provided. Apply to your credit card company first (not the retailer). Debit cards use chargeback instead, which is voluntary and weaker.

How do I complain to the Financial Ombudsman Service?

Complain to the financial firm first (bank, insurer, lender). They have 8 weeks to respond. If you're unhappy with their final response or 8 weeks pass with no resolution, complain to the Financial Ombudsman Service for free at financial-ombudsman.org.uk. You have 6 months from the firm's final response to escalate.

What is train delay-repay?

UK train operators offer cash refunds for delays under Delay Repay schemes. Most major operators now use 15-minute delay-repay: 25% refund for 15–29 min delays, 50% for 30–59 min, 100% for 60 min+. Apply directly via the train operator's website within 28 days of the journey. Free — never use claims management firms.

← Home UK claims & refunds

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Flight delays, train delays, Section 75, travel/home/motor insurance disputes, Financial Ombudsman Service — every UK claim route in plain English. All free. Never use a claims management firm taking 25–50%.

£520Max UK261 flight delay compensation

15 minTrain delay threshold for refund

£100–£30kSection 75 credit card protection

6 monthsFOS escalation window

1. Flight delay & cancellation

UK261 (the retained version of EC 261/2004) gives cash compensation for flights delayed 3+ hours, cancelled with under 14 days' notice, or denied boarding due to overbooking. Claim direct from the airline — free.

UK261 / EC 261/2004

When you're entitled

Compensation applies if any of these is true:

Your flight arrives 3+ hours late at the final destination
Your flight is cancelled within 14 days of departure
You're denied boarding due to overbooking

AND the flight either departed from a UK or EU airport, OR arrived at a UK airport on a UK/EU airline. Long-haul on non-EU airlines into the UK is generally not covered.

£220Flights under 1,500km (e.g. UK ↔ Western Europe)

£350EU flights 1,500–3,500km

£520Flights over 3,500km (long-haul)

Plus the airline must: provide meals + drinks during the delay, hotel + transport if overnight, and a refund or alternative flight if you choose not to travel.

Not covered: "extraordinary circumstances" — air traffic control strikes, severe weather, political instability, security risks. Airline technical/staffing problems are NOT extraordinary and ARE claimable.

How to claim

Email or use the airline's complaint form directly. Quote "UK261" / "Regulation 261/2004", flight number, date, length of delay, distance flown.
Keep boarding passes, booking confirmation and any receipts (meals, hotels) — claim those separately.
Airline has 14 days to respond. If they refuse, escalate to the airline's ADR scheme (most use AviationADR or CEDR — listed on caa.co.uk).
Last resort: small claims court (free if under £10k, claim costs from airline).

Never use a claims management firm. They take 25–50% (or more) of the compensation for filing the same form you can file free in 10 minutes. The airline pays the same amount either way — the firm just keeps half.

2. Train delay-repay

Most UK train operators offer cash refunds via Delay Repay. Free, online, takes 5 minutes. Apply within 28 days of the journey.

15-minute Delay Repay (most major operators)

Following the rollout of 15-minute Delay Repay (Avanti, GWR, LNER, Northern, ScotRail, Southeastern, South Western Railway, Thameslink, TransPennine Express and most others):

15–29 minutes delay: 25% refund of the single fare (or proportion of return)
30–59 minutes: 50% refund
60+ minutes: 100% refund
120+ minutes: 100% refund of the return journey

A few operators still use 30-minute minimum (check the operator's website). Season ticket holders claim a daily proportion.

How to claim: go to the operator's website (whoever ran the train you were on — find them at nationalrail.co.uk if unsure). Upload a photo of the ticket. Most pay via bank transfer or original payment method within 14 days.

Auto Delay Repay: if you bought via Trainline or LNER Smart, sign up for automatic refunds — they detect the delay and credit you automatically. No claim form needed.

3. Section 75 — credit card protection

Section 75 of the Consumer Credit Act 1974 makes your credit card provider jointly liable with the retailer for goods/services £100–£30,000 — even if you paid only the deposit. Often forgotten but enormously valuable.

When Section 75 applies

You paid by credit card (not debit card, not Klarna, not bank transfer)
The single item or service costs £100.01 to £30,000 (even if you paid only the deposit on the card)
The retailer didn't deliver, goods are faulty, service wasn't provided, or company went bust

Examples that work: faulty TV from a retailer that won't refund. Holiday booked with a tour operator that goes bust. Wedding photographer that disappears. Builder who took deposit and vanished.

How to claim: contact your credit card provider, not the retailer. Phone the number on the back of the card and ask to "raise a Section 75 claim". They send a form. Submit with proof of purchase, evidence the retailer failed, and what you want (refund, replacement). They have 8 weeks to respond.

Debit card users: use Chargeback instead. It's a voluntary Mastercard/Visa scheme (not law), 120 days to claim, no minimum amount. Weaker protection but worth trying.

4. Insurance disputes — FOS routes

If a UK insurer rejects your claim unfairly, complain to them first (mandatory 8-week window) then escalate free to the Financial Ombudsman Service.

The two-step UK insurance complaint process

Step 1 — Complain to the insurer. Email or write to the insurer's complaints address (in your policy documents or on their website). They have 8 weeks to give a "final response" letter. Keep everything in writing.

Step 2 — Escalate to the Financial Ombudsman Service. If you got a final response you're unhappy with, OR 8 weeks passed without resolution, complain free at financial-ombudsman.org.uk or 0800 023 4567. You have 6 months from the firm's final response to escalate.

FOS is free for consumers. The insurer pays a £750 case fee. FOS upheld 36% of insurance complaints in 2023/24 (FOS Annual Review). If FOS rules in your favour they can order up to £445,000 compensation.

Travel insurance — common rejection reasons that can be challenged

Pre-existing medical condition — only valid if you didn't declare AND it was material to the claim. If they didn't ask, you can challenge.
"Reasonable care" clause — insurers often reject for leaving bags unattended. If the bag was within sight or with the airline, push back.
Alcohol exclusions — insurer must prove alcohol caused the incident, not just that you'd been drinking.
Strike/cancellation — check the date the strike was first announced. If you booked before the announcement, you're often covered.

Home insurance — what's worth challenging

"Wear and tear" rejections — insurers overuse this. If damage happened suddenly (e.g. a single storm) it's not wear and tear.
Undervaluation of contents — get independent quotes for replacement at like-for-like (not cash value).
Delay in claim handling — over 8 weeks without final response = escalate to FOS automatically.

Motor insurance + Motor Insurers' Bureau (MIB)

For motor insurance disputes, same FOS route (complain to insurer first, then FOS within 6 months). For accidents involving uninsured or untraced drivers in the UK, claim free via the Motor Insurers' Bureau at 01908 830 001 — they're a statutory body funded by all UK insurers.

5. Other UK money you may be owed

Council Tax overpayments + wrong band

Most refunds are pursued via your local council's reclaim process or via the VOA challenge for wrong banding. See our Council Tax band challenge guide — refunds backdated to 1993 are possible when a band is reduced.

Energy refunds — supplier credit balances

If you've left an energy supplier with credit on the account, you have a legal right to that money back. Ofgem requires suppliers to repay within 6 weeks of final bill. Complain to the supplier first, then to the Energy Ombudsman (free) within 12 months of the final response.

Bank account overdraft + unauthorised fees

If you've paid fees for unauthorised overdrafts that you weren't told about clearly, complain to the bank. The FCA introduced new overdraft rules in April 2020 (single rate, no daily fees). Anything before that can be challenged. FOS route applies (same 8-week + 6-month window).

Lost UK pensions

Lost track of a workplace or personal pension? Use the free Pension Tracing Service at gov.uk/find-pension-contact-details or call 0800 731 0193. They find every pension scheme you've ever paid into. Average UK adult has £9,500 in lost pensions (ABI 2023).

Dormant bank accounts

Account untouched for 15+ years? Search the free My Lost Account service run by UK Finance. Covers most UK banks + building societies + National Savings.

Child Trust Fund (born 2002–2011)

If your child was born between 1 September 2002 and 2 January 2011, they may have a Child Trust Fund — many are unclaimed. Average value at 18 is £2,200 (HMRC). Find it free at gov.uk/child-trust-funds.

Honest note about this guide SortedUK is not a regulated financial adviser, insurance broker or claims firm. Information above is sourced to UK Civil Aviation Authority, Office of Rail and Road, Consumer Credit Act 1974, Financial Conduct Authority, Financial Ombudsman Service, Motor Insurers' Bureau, Ofgem, HMRC and FOS Annual Reviews — verified at time of publication. For free regulated advice: Citizens Advice 0800 144 8848 · MoneyHelper 0800 138 7777. Never pay a claims management firm to do what you can do free in 10 minutes.

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