Event company

“I ran out of tickets after an event company went bankrupt, can I get my money back?”

Do you have a problem to solve? Who? is there to help you solve your consumption problems.

Dear who?

I bought four tickets in February 2020 to see Johnny Vegas later that year for £198.

The show was postponed twice due to Covid restrictions, and was eventually canceled after M&B Promotions, the organizers of the event, went bankrupt.

I contacted PayPal for a refund, but they denied my request as it was outside the window to raise a dispute. I then tried Lloyds, having paid with my debit card through PayPal, who first refunded me the money.

But then I received a message telling me that the money would be debited from my account as Lloyds could not collect the money from M&B Promotions.

I repeatedly challenged the decision, but Lloyds told me that Visa’s deadline for raising a dispute could not exceed 540 days from the transaction – which, due to Covid, is of course exceeded.

It’s unfair that I paid money for tickets that I can no longer use – please can you help me get my money back?

David, Southern Shields

Put to rights

Hannah Downes, consumer rights expert at Which?, says:

It must be so frustrating that after being postponed so many times throughout the pandemic, your event is now cancelled.

Sadly, many scheduled events were thrown off course after M&B Promotions fell from administration earlier this year, including the shows McFly, UB40 and Comedy in the Park.

Your rights to a refund in these cases are limited – although you can try to make a claim under Section 75 if you paid by credit card, or attempt a chargeback claim through your bank if you paid by debit card. But as you have seen, David, there is no guarantee that your bank will accept the chargeback request for purchases made from the beginning of 2020.

We contacted Lloyds to ask them to reconsider and received both good and bad news: Lloyds agreed to give you a full refund, but only as a goodwill gesture (citing service issues you experienced when attempting to register a claim), rather than as a successful chargeback request.

This means there are likely many others who paid by debit card for canceled shows will still be left out, but it shows it’s still worth appealing if your claim is initially denied.

If you too are unhappy with the way your bank has handled your complaint, you can complain to the Financial Ombudsman Service (FOS) and contact your [email protected].

must know

  • If an event for which you have tickets is cancelled, you can ask for a refund at the ticket office from whom you ordered (if it is a primary ticket seller belonging to the Society of Ticket Agents and Retailers).
  • The event organizer and the ticketing company refuse a refund? Try to do a claim under section 75 if you paid by credit card, or a chargeback request if you paid by debit card.
  • You can file a complaint with the Financial Ombudsman Service if you are unhappy with the way the bank has handled your request.

Get in touch. If you have a consumer rights concern, you should email us at your [email protected]

Please note that we cannot assist you or respond to all emails we receive. The inbox is monitored periodically during business hours, Monday through Friday, 9 a.m. to 5 p.m.