What can we do for you?

We look at everything you’ve provided us with to work out whether your claim meets our criteria for us to represent you If your claim meets our criteria...We’ll complain to your bank or the responsible bank on your behalf If we’re unhappy with their response, we take your claim to the Financial Ombudsman Service (FOS)

What are your timescales?

Timescales vary widely, depending on whether your case is settled by the bank or the Financial Ombudsman Service Stages of a complaint: 1. Information gathering (2 weeks)This depends on the completeness of information you’ve provided us with and whether we need you to send us documents 2. Complaining to your bank (15 days) 3. Complaining to FOS (3 months to 3 years)

Can you do it yourself?

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

Will we update your case?

We’ll update you at key milestones e.g. We send your complaint to your bank or FOS Your bank or FOS make a decision about your complaint A bank or FOS requires more information We’ll also update you every 6 months on progress of your case if applicable We’ll keep you updated on progress via emails, texts and phone calls/letters where required

You pay 15% inc VAT once successful You pay nothing if you aren’t successful You only pay when you receive money

Summary of Key Information

Q: Can I cancel?

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

Q: What do we need you to do?

Tell us what happened and send us the documentation we need to process your complaint Tell us if the bank contacts you directly, especially if it’s regarding the outcome of your complaint and you receive a rejection, an offer or a full refund so we can help you with your next steps Tell us if your name, address, email address or other contact details change

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 finance provider on your behalf.

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

Timescales

The FCA has put special measures in place so finance providers can put cases on hold until 25 September 2024.

While it could be earlier, we’d set expectations that it will be later than September 2024. Timelines after that date are currently unclear.

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 the lender 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.

What we need you to do

Tell us what happened and send us documentation we need to process your complaint.

Tell us if the lender 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.

Updating you on your case

We will update you at key milestones e.g.

We send your complaint to the lender or FOS
The lender or FOS make a decision about your case
The lender or FOS requires more information

We will also update you every 6 months on progress of your case if applicable.

We will keep you updated on progress via emails and phone calls.

Fees

You pay 25% plus VAT if successful
You pay nothing if you aren’t successful
You only pay when you receive the money
Fees are capped at £5k plus VAT per case

Summary of Key Information

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