This document supplements the Summary of Key Information and the Letter of Authority.
By signing this document and the Letter of Authority you are agreeing to the terms and conditions in this document and the Summary of Key Information.
This document supplements the Summary of Key Information and the Letter of Authority.
By signing this document and the Letter of Authority you are agreeing to the terms and conditions in this document and the Summary of Key Information.
We will gather as much information as possible about what has happened to you and your money. In some cases we may need you to send us documents to support your case.
We will then assess the circumstances to determine if you meet our internal requirements to take on your claim. If you do not we will provide you with details on how to take your claim forward yourself.
We will progress your case as quickly as possible but unfortunately many delays can occur depending on the circumstances of your case and particularly if your complaint needs to be reviewed by the Financial Ombudsman Service. Below are some indicative timelines:
Stage 1 - Information gathering: This takes around 2 weeks. This depends on the completeness of information you've provided us with so first and whether we need you to send us additional documentation. Often we will be able to progress your case to a complaint to the bank once you've signed our terms and conditions.
Stage 2 - Complaining to your bank: Banks have 15 days or 8 weeks to respond and give you a final response depending on the nature of your complaint. Sometimes banks take a little longer to respond.
Stage 3 - Financial Ombudsman Service (FOS): If your bank provides an unsatisfactory response. Unfortunately it's difficult for us to provide any clearer timelines on cases that go to FOS at present. There are 2 internal stages at FOS. If your complaint is resolved at the early stage it can happen relatively quickly (a few months). However, if you or the bank are not happy with the decision it may need to go to a second stage (to an Ombudsman for a final response), in which case timelines vary and can take many years in the most extreme cases.
A case is deemed successful once you are notified that you will receive any money back. This is usually through the sending of terms/bank back, or through the FOS.
| Fee tiers | Amount recovered | Max fee % | Fee cap for this band |
|---|---|---|---|
| 1 | £1 to £24,999.99 | 25% | £5,000 |
| 2 | £25,000 to £49,999.99 | 20% | £7,500 |
| 3 | £50,000 or above | 15% | £10,000 |
You pay nothing if you aren't successful
• You only pay when you receive money (see "how and when we will charge you above")
These are examples, and not to be taken as estimates for refunds you will receive. The refund you receive will depend on the success of your individual case(s).
You can use our online fee calculator on the fees section of our website to estimate your own fee.
| Amount recovered | Your fee in % | Your fee in £ | Your fee including VAT |
|---|---|---|---|
| £10,000 | 25% | £2,500 | £3,000 |
| £30,000 | 20% | £6,000 | £7,200 |
| £66,666 | 15% | £10,000 (max) | £12,000 (max) |
| £150,000 | 6.67% | £10,000 (max) | £12,000 (max) |
If you've been a victim of a number of different scams we are helping you with, each scam will be treated as a separate case.
If you've been a victim of a single scam that involved you making payments from more than one bank, each bank you made a payment from or to will be treated as a separate case.
See the "Your Cases" section below for details of the cases we are helping you with.
Our fees apply once you receive a notification that your case is successful. The fee is calculated based on the amount that needs to be awarded to you, and must be paid within 7 days of you receiving your money from the bank.
You can transfer funds directly to ourRefundednow account (we will provide details to you if your case is successful).
If for any reason you are struggling to pay us, you should let us know. We will do our best to help, but if we cannot reach an agreement, we reserve the right to pass your debt to debt collectors, or take legal action, to recover the debt (and associated legal fees).
Refundednow Ltd is a company registered in England and Wales (No. 12855541).Refundednow Limited is a Claims Management Company and is authorised and regulated by the Financial Conduct Authority in respect of regulated claims management activity FRN 937098. Our registration is recorded on their website: www.fca.org.uk/firms/financial-services-register. We are registered with the Information Commissioner's Office (A8766971).
You can cancel our service at any time unless a refund offer has been made on your case. Once a refund offer has been made, our fee becomes payable. You will need to call us on 020 4525 4950 or email hello@refundee.com.
If you wish to make a complaint about our service, please contact us by phone on 020 4525 4950, by email at hello@refundee.com or by post toRefundednow Ltd, 167-169 Great Portland Street, 5th Floor, London, W1W 5PF.