Summary of
Key Information

What we do for you

We look at everything you’ve provided to us to work out whether your claim meets our criteria for us to represent you. If your claim meets our criteria, we will complain to your bank or the responsible bank on your behalf.

If we disagree with their response, we may take your claim to the Financial Ombudsman Service (FOS).

What we need you to do

Tell us what happened and send us documentation we need to process your complaint. Tell us if the bank contacts you about your case, especially if it’s regarding the outcome of your complaint and you receive a rejection, offer or full refund. Tell us if your name, address, email address or other contact details change.

Timescales

Timescales vary depending on whether your case is settled by the bank or the FOS. Your case could be resolved as quickly as a few days, but could take up to two years. Generally, cases take between 6 to 12 months.

Updating you on your case

We will update you at key milestones. This is typically when your case progresses to a new stage, we get an update from the bank / FOS on your case, we require additional information, or anything that might be relevant. We will keep you updated on progress via emails and phone calls, and update you at least every 6 months (although normally much more often).

You can do this yourself

You do not need to use Refundee or anyone else. You can do this yourself for free by complaining to your bank directly, and referring it to the Financial Ombudsman Service for a review if you are unhappy with the response.

Cancellation

You can cancel free of charge at any time unless a redress offer has been made on your case.

Fees

We work on a no win, no fee basis. There are no upfront costs and no admin charges. If we do not recover money for you, you pay us nothing.

If we are successful, our fee is a flat 20% plus VAT of any money you get back per case — 24% including VAT at the current rate. The rate is the same for every case and every amount, and it never increases with the size of your claim or the stage it reaches. You are only invoiced once you have received your money, and if funds come back in stages we apply the fee to each amount as it arrives.

Full details of how and when we charge are in our Terms & Conditions, and you can see more worked examples on our fees page.

If something goes wrong

If you are unhappy with our service, our complaints procedure explains how to tell us and how to refer an unresolved complaint to the Financial Ombudsman Service free of charge.