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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 are unhappy with their response, we 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 directly after we have contacted them, especially if it’s regarding the outcome of your complaint and you receive a rejection, offer or full refund so we can help you with your next steps
Tell us if your name, address, email address or other contact details change
Timescales
Timescales vary widely, depending on whether your case is settled by the bank or the Financial Ombudsman Service
Stages of a complaint:
Information gathering ~ 2 weeks: This depends on the completeness of information you’ve provided us with and whether we need you to send us additional documents
Complaining to your bank ~ 35 days
Complaint to FOS ~3 months to ~2 years
Timescales
Timescales vary widely, depending on whether your case is settled by the bank or the Financial Ombudsman Service
Stages of a complaint:
Information gathering ~ 2 weeks: This depends on the completeness of information you’ve provided us with and whether we need you to send us additional documents
Complaining to your bank ~ 35 days
Complaint to FOS ~3 months to ~2 years
You can do it 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
Fees
You pay 15% plus VAT if successful
You pay nothing if you aren’t successful
You only pay when you receive the money
Fees are capped at £10k plus VAT per case
Fee illustration (examples, not estimates for you)
Cancellation
You can cancel free of charge at any time unless a redress offer has been made on your case
Refundee Ltd is a claims management company authorised and regulated by the Financial Conduct Authority in respect of regulated
claims management activity
FRN: 937096. Registered with the Information Commissioners Office; registration number: A8986071.
Registered office address: Refundee, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. Registered as a company in England &
Wales; number: 12855931.