Refundee’s
Terms & Conditions

Refundee Ltd is authorised and regulated by the Financial Conduct Authority (FRN 937096) for regulated claims management activity, and is registered in England & Wales under company number 12855931. Last updated: January 2026.

What we will do

We will gather as much information as possible about what has happened to you and your money. In some cases we may need you to send us documentation to support your case.

We will then assess the circumstances to determine if you meet our internal requirements to take on your claim. If you do not, we will provide you with details on how to take your claim forward yourself.

• If you meet our internal requirements, we will take on your claim and complain either to your bank or the bank that received your money.
• If the bank does not deal with your complaint in a way that we think is fair to you, we will take your case to the Financial Ombudsman Service (FOS) and explain to them why we think you've been treated unfairly.
• Where funds have moved into cryptocurrency, we may also instruct blockchain tracing to identify where your money went and who is holding it.
• We will keep you updated throughout the process at key milestones and at least every 6 months. You can also see live progress at any time in your Refundee client portal.

How long will it take?

We will progress your case as quickly as possible but unfortunately many delays can occur depending on the circumstances of your case and particularly if your complaint needs to be reviewed by the Financial Ombudsman Service. Below are some indicative timelines:

Stage 1: Information gathering

This takes around 2 weeks. It depends on the completeness of the information you’ve provided us with up front and whether we need you to send us additional documentation. Often we will be able to progress your case to a complaint to the bank once you’ve signed our terms and conditions.

Stage 2: Complaining to your bank

Banks have 15 days or 8 weeks to respond and give you a final response depending on the nature of your complaint. Sometimes banks take a little longer to respond.

Stage 3: Complaining to the Financial Ombudsman Service

This takes anything from 3 months up to 2 years. Unfortunately it’s difficult for us to provide any clearer timelines on cases that go to FOS at present. There are 2 internal stages at FOS. If your complaint is resolved at the early stage by a case handler it may only take a few months. However, if you or the bank are not happy with the decision it may need to go to a second stage (to an Ombudsman for a final response), in which case timelines vary and can take many years in the most extreme circumstances.

How and when we will charge you

• You are only charged in the event that you are successful and you receive money back. At any time after our contact with the bank/FOS where a case is successful, our fee is applicable.
• You must inform us as soon as you find out that you have been successful, if you are informed first.
• There are cases where you are “successful” but you do not receive the money; for example, we arrange for a debt to be written off for you. We will not charge you in these cases for the amount written off. We also will not charge you in the event that you are insolvent and any benefit of the funds you would have received are paid to the Trustee.
• In the event that you opted to pay off existing debt rather than receive the funds, you will still have to pay our fees.
• We only ask you to pay our fees once you know the outcome of your case. You only need to pay once you’ve received your money.
• You may receive refunds in stages. For example, the bank may refund you half and FOS awards you the other half later on. In these cases we will charge you when you receive any refund. Every stage is recorded in your client portal so you can see exactly what has been recovered, when, and how.

What is a “successful” case

• A case is deemed successful once you are notified that you will receive any money back. This is usually through the sending or beneficiary bank, or through the FOS.
• A case is also successful where money is returned to you following a blockchain trace, a civil recovery action, or a voluntary payment by any third party involved in your loss.
• Partial recoveries are successful cases in respect of the amount recovered only. We never charge on money that is not returned to you.

What fees do you pay to Refundee?

We charge a single, flat success fee. There are no upfront costs, no admin charges, no hourly rates and no fees of any kind if we do not recover money for you.

A worked example

If recovery happens in stages, the fee is applied to each amount as it is received. Using the example above, a £5,000 refund from your bank would attract a fee of £1,200 including VAT at that point, and a later £5,000 FOS award would attract a further £1,200 including VAT.

You can model your own figures on our fees page.

Paying our fees

• We invoice you once you have been notified of a successful outcome and the money has reached you. Our invoices are payable within 14 days.
• Where funds are recovered directly into an account you have nominated with us, we may deduct our fee from the recovered sum and pay the balance to you, with a full statement of what was recovered and what was deducted.
• Recovered funds may be returned to you in fiat currency or, in blockchain recovery cases, in cryptocurrency. You confirm your preferred payout method in your client portal before any funds are released.
• If an invoice remains unpaid we may charge interest and reasonable recovery costs under the Late Payment of Commercial Debts legislation where it applies.

You can also complain for free

You do not have to use Refundee. You can complain to your bank and then to the Financial Ombudsman Service yourself, free of charge, and you can also contact your bank, the police via Action Fraud, or a free not-for-profit advice service. We charge because we handle the whole process for you, including the evidence, the legal and regulatory arguments and the escalation to FOS.

Cancelling your agreement with us

• You have a 14-day cooling-off period from the date you sign our Letter of Authority. If you cancel within that period, you pay us nothing.
• After the cooling-off period you may still cancel at any time, in writing, to info@refundeee.com.
• If you cancel after we have already secured a successful outcome, or a successful outcome follows from work we did before you cancelled, our fee remains payable on the amount you receive.
• We may end our agreement with you if new information means the claim is no longer viable, if we cannot obtain the information we need from you, or if we believe the claim is not honest or accurate. If we do, we will tell you why and you will owe us nothing.

Your obligations

• Give us honest, complete and accurate information about your claim, and tell us promptly if anything changes.
• Respond to reasonable requests for evidence, identity documents and instructions so your case is not delayed.
• Tell us immediately if the bank, FOS, the police or anyone else contacts you about your case or offers you money.
• Do not instruct another firm on the same claim while we are acting for you.

Identity checks and your data

We are required to verify your identity before we can act for you and we will ask you to upload identity documents to your client portal. We handle your personal data in line with UK GDPR and our privacy policy. We are registered with the Information Commissioner’s Office (ICO A8986071).

Our liability

We cannot guarantee that your claim will succeed, or how long it will take. We are not liable for the decisions of your bank, the receiving bank, FOS or any court, or for losses that are not a foreseeable result of our work. Nothing in these terms limits our liability for fraud, for death or personal injury caused by our negligence, or for anything else that cannot lawfully be limited.

If something goes wrong

If you are unhappy with our service, please tell us so we can put it right. Our complaints procedure explains how we handle complaints and how you can refer an unresolved complaint to the Financial Ombudsman Service free of charge.

Changes to these terms

We may update these terms from time to time. The terms that apply to your case are the ones in force on the date you signed your Letter of Authority, and we will notify you in writing of any change that affects you.

Governing law

These terms are governed by the laws of England and Wales and the courts of England and Wales have exclusive jurisdiction over any dispute.