We take all complaints seriously. If you are unhappy with any part of our service, please tell us — we want to put it right.
How to complain
You can make a complaint by any of the methods below. Please include your name, contact details, and a clear description of what went wrong:
- Phone: 07822 015330
- Email: enquiries@refundee.com (please put "Complaint" in the subject line)
- Post: The Complaints Team, Refundee Ltd, 3rd Floor, 86-90 Paul Street, London, EC2A 4NE
What happens next
- We will acknowledge your complaint promptly, normally within 5 business days.
- We will investigate your complaint thoroughly and fairly.
- We will send you a written response — a final response or, where this is not yet possible, an update on progress and the reasons we need more time.
- We aim to send a final response within 8 weeks of receiving your complaint.
If we cannot resolve it
If you are still not satisfied — or if eight weeks have passed without a final response — you can refer your complaint to the Financial Ombudsman Service, free of charge:
| Website | www.financial-ombudsman.org.uk |
|---|---|
| Phone | 0800 023 4567 |
| Post | Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London, E14 9SR |
You normally have six months from our final response to refer the matter to the Financial Ombudsman Service.
Our regulator
We are authorised and regulated by the Financial Conduct Authority (FRN 937096). You can verify our authorisation on the FCA Register.