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Complaints against Refundee
If you have any concerns about your experience with us, we genuinely want to assist and address them.
How to make a complaint:
By email
Using the address provided in your Welcome Pack.
In writing
Send a letter to our address: Refundee, 3rd Floor, 86-90 Paul St., London, EC2A 4NE
What happens next?
01
Acknowledgement
We aim to resolve any expression of dissatisfaction as soon as possible. We'll be in touch within 4 business days with a written acknowledgement, providing early reassurance that your complaint has been received and is being dealt with.
02
Investigation
We're typically allowed up to 8 weeks to investigate and fully respond to your complaint (although in some circumstances this is 15 business days). However, we'll try to resolve your complaint much sooner than that.
03
Our decision
Once we've fully investigated, we'll send a 'final response', and you'll need to appeal externally if unhappy. After 8 weeks, if there's no 'final response' yet, we'll send details on escalating to the Claims Management Ombudsman.
04
Appeal
If you're not happy with our final response, you have the right to refer your complaint to the Claims Management Ombudsman, free of charge – but you have to do this within 6 months of the date of our final response.
