About Online Refund
Who is Online Refund?
Online Refund is a trading style of Refundee Ltd, a UK claims management company authorised and regulated by the Financial Conduct Authority. Our FRN is 937096. You can verify our authorisation on the FCA Register.
What scams do you cover?
We help victims of online scams and authorised push payment (APP) fraud, including: crypto scams, investment scams, "safe account" / bank impersonation scams, romance scams, purchase scams, invoice scams, job-task scams, and more. If you are not sure whether your case fits, get in touch — we will tell you honestly.
How it works
How do I start a claim?
Submit our short enquiry form on the homepage. A specialist will contact you within 24 hours to understand your case and tell you whether we believe a claim is viable.
Do you really only get paid if I win?
Yes. Our service is no win, no fee. If we do not recover money for you, we charge nothing. If we do, our fee is a percentage of the amount recovered, capped per FCA rules. See our fees page for the full table.
How long does it take?
Most cases take 8–16 weeks. If we need to escalate to the Financial Ombudsman Service, it can take longer. Your specialist will give you a realistic timeline once they have reviewed your case.
Eligibility
What if my bank already refused me?
That doesn't mean your case is closed. Many of our successful claims start with a bank refusal. Under the Contingent Reimbursement Model (CRM) Code and the new APP fraud reimbursement rules, scam victims have substantial rights — and where the bank still refuses, the Financial Ombudsman Service can rule in your favour.
Is there a time limit to claim?
Generally, you have six years from the date of the loss (or three years from when you reasonably became aware of it) to bring a complaint to the Financial Ombudsman Service. The sooner you start, the stronger the case — evidence is fresher and banks are more likely to engage. If your case is older, contact us anyway and we will assess it.
Will it cost me anything if my case fails?
No. The initial assessment is free, and there is no charge if we do not recover money for you.
Privacy and process
Why do you ask for my phone number?
Scam recovery cases need detailed conversation. A specialist will call you back at a time that suits you. We never share your details with third parties for marketing — see our Privacy Policy.
What happens if I want to cancel?
You can cancel free of charge during the 14-day cooling-off period after signing the Client Agreement, and at any time before a redress offer has been made. Once redress has been offered, our fee is payable. Full details in our Terms & Conditions.
Do I have to use a claims firm?
No. You can complain to your bank directly for free, and refer to the Financial Ombudsman Service for free if the bank refuses. People use us because we know the system, save them time, and significantly improve the chance of a successful outcome — but it is your choice.
Still have a question?
Call us on 07822 015330 or email enquiries@refundee.com.