Dispute Categories

CAPA handles consumer disputes across four core categories. Each involves a different set of policies, regulations, and escalation options — and CAPA maps these specifically rather than offering generic guidance that fits every case equally badly.

Subscription & Cancellation Disputes

Subscription billing disputes have become one of the most common categories of consumer complaint. Services may continue billing after cancellation, charge for features not agreed to, make cancellation processes deliberately difficult, or issue refund denials that conflict with their own terms or applicable consumer law.

Common disputes in this category

• Still being charged after you cancelled
• Renewed without your permission or any warning
• Free trial converted to a paid plan without proper notice
• Refused a refund you're entitled to under their own terms
• Can't find a way to cancel — or the cancellation process doesn't work
• Price increased without proper notice or a right to exit
• Charged for plans or tiers you didn't sign up for

What CAPA helps with

• Documenting the cancellation attempt and any confirmation received
• Identifying whether the company's terms, relevant consumer protection law, or payment scheme rules were violated
• Structuring a chargeback or dispute request with the relevant supporting evidence
• Drafting a formal complaint to the business or to the relevant consumer body
• Identifying escalation paths if the business does not resolve the complaint directly

Evidence to gather

• Cancellation confirmation emails or screenshots of the cancellation flow
• Bank statements showing the disputed charges
• Original sign-up confirmation and any terms agreed at sign-up
• Screenshots of the cancellation process or any error messages encountered
• Any correspondence with the company about the dispute

Telecom & Internet Disputes

Telecommunications providers — including internet service providers, mobile carriers, cable companies, and landline providers — are among the most-complained-about businesses in most jurisdictions. Disputes typically involve billing errors, service quality failures, misleading contract terms, or difficulties exiting a contract.

Common disputes in this category

• Billed for something different from what you agreed to
• Charged an exit fee when it was their fault you left
• Internet or mobile service that doesn't match what was advertised or contracted
• Price raised mid-contract with no real right to leave
• Can't get your number ported or get released from a contract
• Charged for equipment you returned or never received
• Data overage fees you weren't properly warned about

What CAPA helps with

• Identifying the specific contractual or regulatory obligations the provider was required to meet
• Documenting service quality failures with a structured evidence record
• Determining whether early termination fees are enforceable in your circumstances
• Drafting a formal complaint to the provider in line with their required complaints process
• Identifying the relevant telecommunications regulator or ombudsman for escalation
• Preparing submissions to industry dispute schemes where direct resolution has failed

Evidence to gather

• Original contract, plan description, or order confirmation
• Bills showing the disputed charges
• Records of service outages, speed tests, or other evidence of service quality failure
• Any correspondence with the provider including chat transcripts
• Screenshots of any advertised speeds, features, or pricing that differ from what was delivered

Travel & Accommodation Disputes

Travel disputes arise across airlines, hotels, booking platforms, tour operators, car rental companies, and travel insurance providers. Many travellers are unaware of their statutory rights in these situations, or find the process of asserting them unclear. CAPA helps structure the case and identify the correct claim pathway.

Common disputes in this category

• Flight delayed or cancelled and you're owed compensation or a refund
• Bumped from a flight and not properly compensated
• Provider cancelled on you but won't give you a refund
• Hotel or accommodation was not what was advertised or booked
• A booked service — tour, transfer, rental — wasn't delivered
• Travel insurance claim denied in a way that conflicts with the policy
• Platform and operator blaming each other while you're left out of pocket

What CAPA helps with

• Identifying which rights apply to your situation (statutory, contractual, or both)
• Structuring the complaint to the airline, hotel, or operator
• Identifying the correct escalation path — industry scheme, aviation regulator, consumer body, or small claims
• Drafting formal compensation or refund requests with the correct regulatory references
• Preparing evidence for insurance claim appeals or formal dispute lodgements

Evidence to gather

• Booking confirmation and any amendments
• Flight disruption notifications, boarding pass, and airport documentation where relevant
• Photographs of accommodation or services that differed materially from what was booked
• Any communications with the provider about the issue
• Insurance policy documents and any correspondence about the claim
• Receipts for additional costs incurred as a result of the disruption

Billing & Merchant Complaints

This category covers a broad range of general consumer disputes: billing errors, refund denials, service failures, misleading practices, and situations where a business has not met its obligations under its own terms or applicable consumer law. These disputes arise across almost every type of business — retail, professional services, utilities, financial services, and online platforms.

Common disputes in this category

• Refused a refund for something faulty, undelivered, or not as described
• Charged incorrectly, twice, or for something you didn't authorise
• Business didn't deliver what was agreed
• Tradesperson or contractor left the job incomplete or done badly
• Sold something based on misleading claims
• Warranty or guarantee claim rejected or ignored
• Professional overcharged or underdelivered on what was promised

What CAPA helps with

• Documenting the nature of the failure or dispute clearly and systematically
• Identifying the relevant consumer protection framework and what it requires
• Drafting a formal complaint that is clear, policy-referenced, and appropriately structured
• Identifying escalation options — consumer protection body, small claims process, industry ombudsman, or other scheme
• Preparing the evidence file for a chargeback, if payment was made by card

Evidence to gather

• Original order, invoice, or contract
• Evidence of the failure — photographs, measurements, test results, or written records
• Correspondence with the business about the issue
• Any warranties, guarantees, or written representations made at sale
• Payment records showing what was paid and when

What CAPA does not handle

CAPA is designed for consumer disputes that have not entered formal legal proceedings. It is not designed for:

• Active civil litigation or court proceedings
• Criminal matters
• Employment disputes (separate specialist frameworks apply)
• Disputes requiring formal legal representation
• Matters involving potential personal liability

If your dispute has escalated to formal legal proceedings, or if there is any question of personal legal liability, you should consult a qualified solicitor or attorney in your jurisdiction.