Terms of Use

1. About us

This website is operated by Refundee Ltd, a claims management company registered in England and Wales (company number 12855931), registered office 3rd Floor, 86-90 Paul Street, London, EC2A 4NE. Enquiries submitted here are handled under the company's OnlineRefundee brand. "We", "us" and "our" mean Refundee Ltd; "you" means the person using this website or submitting an enquiry.

2. The case files

Each case file reports what a financial regulator published about a firm, what the firm's own website stated on the capture date shown, public domain registration records, and the results of our own monitoring on the dates shown. We take care to reproduce these sources accurately, but we do not guarantee that they are complete or current, and sources may change after a page is built. A regulator warning means the regulator says the firm is not authorised; it is not a finding of guilt, and nothing on this site is an accusation that a crime has been committed.

The case files are provided for information. They are not legal, financial or investment advice, and they are not a promise that money sent to any firm can be recovered. If you believe a fact on a page is wrong, email support@onlinerefundee.com with the page address and we will review it against the source.

3. Free assessment

Submitting the enquiry form does not create a contract between us. We will review the information you provide and a specialist from OnlineRefundee will contact you to discuss your case. The initial assessment is free and carries no obligation.

4. Engaging our services

If we agree to take on your case, we will send you a Client Agreement and Letter of Authority. The contract takes effect only once you sign and return them. The Client Agreement contains the full terms of our services, including our fees, your right to cancel and how we will pursue your claim.

5. Fees

If we take your case, our fee is 20% of the money we recover for you, plus VAT where it applies in your country. Where the FCA fee cap for claims management companies is lower, we charge the capped amount instead. If no offer is made, you pay nothing. When a fee becomes due on cancellation is set out in section 7. The full fee terms are in your Client Agreement.

6. Your obligations

You agree to provide truthful, accurate and complete information about your loss; to provide documents and evidence we reasonably request; to tell us promptly if your contact details change; not to pursue the same claim through another firm without telling us; and to cooperate with us in good faith.

7. Right to cancel

You may cancel your agreement with us free of charge at any time before a redress offer has been made on your case. Once a redress offer has been made, our fee becomes payable. You also have a 14-day cooling-off period from the date you sign the Client Agreement, in which you can cancel without charge. To cancel, call 07822 015330 or email support@onlinerefundee.com.

8. Liability

We provide our services with reasonable care and skill. We do not guarantee that any claim will succeed; outcomes depend on the facts of the case, the bank's response and the decisions of the Financial Ombudsman Service or other bodies. Our liability to you for losses caused by our negligence or breach of contract is limited to the fees you have paid us in the 12 months preceding the claim. Nothing in these terms excludes liability for fraud, for death or personal injury caused by negligence, or any liability that cannot lawfully be excluded.

9. Use of this website

You may use this website for lawful, personal purposes only. You agree not to misuse it, including by attempting unauthorised access, transmitting malicious code, submitting false enquiries, or scraping its content for commercial purposes. We may modify, suspend or remove the website or any page at any time without notice.

10. Intellectual property

The text, design and compiled data on this website are owned by or licensed to Refundee Ltd. Screenshots reproduce third-party websites for the purpose of reporting what they stated on the date shown. You may link to any page; you may not reproduce or republish the content without our prior written consent.

11. Complaints

If you are unhappy with our service, tell us so we can put it right: email support@onlinerefundee.com or call 07822 015330. Our complaints procedure is published at onlinerefundee.com/complaints. If we cannot resolve your complaint, you may refer it to the Financial Ombudsman Service.

12. Governing law

These terms are governed by the laws of England and Wales, and the courts of England and Wales have exclusive jurisdiction over any dispute arising in connection with them.