This is a one-page overview of our service, your rights, and our fees, prepared in line with FCA rule CMCOB 4.3 (Pre-contractual disclosures).
Who we are
Refundee Ltd (trading as Online Refund) is a claims management company authorised and regulated by the Financial Conduct Authority. FRN 937096. Registered in England & Wales (12855931). Registered office: 3rd Floor, 86-90 Paul Street, London, EC2A 4NE.
What we do
We help victims of online scams and authorised push payment (APP) fraud recover money from their bank, through a complaint to the bank and, where necessary, escalation to the Financial Ombudsman Service.
What we charge
We work on a no-win, no-fee basis. You only pay if we successfully recover money for you. Our fee is a percentage of the redress recovered, capped in line with FCA rules. See the table below and our full fees page.
| Redress recovered | Max total fee (incl. VAT) |
|---|---|
| Up to £1,499 | 30% (£420 cap) |
| £1,500 – £9,999 | 28% |
| £10,000 – £24,999 | 25% |
| £25,000 – £49,999 | 20% |
| £50,000 and over | 15% |
Cooling-off period
You have 14 days from signing the Client Agreement to cancel without charge. You can also cancel at any time before a redress offer is made.
Your free alternatives
You do not have to use a claims management company. You can complain to your bank directly for free, and you can refer the complaint to the Financial Ombudsman Service for free at financial-ombudsman.org.uk (opens in a new tab).
Typical timeframe
Most cases take 8–16 weeks. Cases escalated to the Financial Ombudsman Service may take longer.
What we will do for you
- Assess your case at no cost.
- Draft and submit your complaint to the bank using the relevant frameworks (CRM Code, APP Reimbursement Rules, FCA Principles).
- Handle communications with the bank on your behalf.
- Escalate to the Financial Ombudsman Service where the bank's response is unsatisfactory.
- Keep you informed at every stage.
What we expect from you
- Truthful, complete information about your loss.
- Documents and evidence we reasonably need.
- Prompt responses to our requests.
- That you do not pursue the same complaint with another firm at the same time.
Complaints
If you are unhappy with our service, see our complaints procedure. If we do not resolve your complaint, you may refer it to the Financial Ombudsman Service.
Contact
Phone: 07822 015330
Email: support@onlinerefundee.com