Frequently
Asked
Questions
Why should I use Refundee?
Refundee is a specialist claims management company authorised and regulated by the Financial Conduct Authority (FRN 937096). We handle the entire recovery process for you — from drafting complaints and negotiating with banks to escalating cases to the Financial Ombudsman Service. You pay nothing upfront and no fee unless we recover money for you.
How long does the process normally take?
Most banks have up to eight weeks to respond to a formal complaint. If the bank rejects your claim or does not reply in time, we can escalate to the Financial Ombudsman Service, which typically takes a further three to nine months. Complex cases can take longer, but we keep you updated at every stage.
What happens if I receive an offer from my bank?
If your bank makes an offer, forward it to us straight away. We will review the amount, check whether it reflects the full sum you lost, and advise you on whether to accept or challenge it. You should not accept an offer until we have confirmed it is fair.
How do I make a claim?
Start by completing our online claim form. A case examiner will then call you, usually within one working day, to discuss what happened, request any supporting documents, and explain the next steps. There is no upfront cost and no obligation to proceed.
What are my tax responsibilities if Refundee gets money back for me?
Tax treatment depends on your personal circumstances. In many cases, refunds of stolen funds are not treated as taxable income, but we recommend speaking to a qualified accountant or tax adviser for advice specific to your situation.
The bank wrote off debt taken by a fraudster. Do I owe a fee on that money?
No. Our fee is only charged on money that is actually returned to you or a debt that is genuinely written off in your favour and that you no longer owe. If the write-off simply cancels a debt you were never liable for, we do not charge a fee on that amount.
Do you charge fees?
We operate on a no-win, no-fee basis. If we do not recover anything for you, you do not pay us. If we are successful, our fee is 20% plus VAT of the amount recovered. The exact terms are set out in your client agreement.
How likely is it that I'll get a refund?
Every case is different. The outcome depends on the evidence available, how the money was sent, how quickly it was reported, and whether the bank followed the correct procedures. We only take on cases where we believe there is a realistic prospect of recovery.
What is the Financial Ombudsman Service?
The Financial Ombudsman Service is an independent, free-to-use body that resolves disputes between consumers and financial firms. If a bank rejects your complaint or you are unhappy with its response, we can escalate your case to the Ombudsman for a final decision.
How are you different from Report Fraud?
Report Fraud is a reporting tool used to flag scams to banks and law enforcement. It does not pursue compensation for you. Refundee is a claims management company that actively investigates your case, challenges your bank, and fights to recover your money.
I've received a welcome pack to digitally sign. What now?
Review the documents carefully. The welcome pack includes your client agreement, which authorises us to act on your behalf, and any letters of authority we need to send to your bank. Once you have e-signed, we can begin work immediately.
How do I pay my fees?
Our flat 20% plus VAT fee is normally deducted from the recovered amount before the balance is paid to you. In some cases, we may issue an invoice once the recovery is complete, payable immediately upon you taking receipt of the funds. We accept bank transfer and all major debit and credit cards.
I received a letter from my bank after starting a claim. What now?
Send us a copy of the letter as soon as you can, ideally by uploading it to your client portal or emailing it to your case manager. Do not reply to the bank yourself unless we have advised you to do so, as it could affect your case.
What happens if my case is rejected?
If your bank rejects the claim, we will review its reasons and decide whether to challenge the decision or escalate the case to the Financial Ombudsman Service. Many initially rejected cases are later overturned by the Ombudsman.
What is Report Fraud?
Report Fraud is a national reporting centre that lets victims report scams and fraud. While it helps gather intelligence and may alert your bank, it does not recover money for you. Refundee works alongside these reports to pursue actual compensation.
How can I cancel my agreement with Refundee?
You can cancel at any time by contacting us in writing. If you cancel within the 14-day cooling-off period and we have not yet recovered any money for you, you will owe nothing. After that, you may still cancel, but you may be liable for costs already incurred.
Will claiming affect my relationship with my bank?
No. You have a legal right to complain if you believe your bank did not do enough to protect you. Making a claim should not affect your existing accounts or banking relationship.
I don't think that my bank is to blame, can you still help?
Yes. Even if you do not believe your bank was at fault, we can assess whether it followed the correct procedures, met its duty of care, or failed to act on warning signs. We also help identify other parties who may be liable for your losses.
I sent money through cryptocurrency, can you help?
Yes. We handle cryptocurrency scam cases, including those involving fake exchanges, romance fraud routed through crypto, and fraudulent investment platforms. While crypto transfers are harder to trace, we use specialist tracing techniques and work with exchanges where possible.