Gather your evidence
Collect bank statements, transaction records, messages, emails, screenshots and dates that help explain the events.
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Your claim, your wayMake your claim yourself
You can contact your bank or financial provider directly and challenge a decision if you believe you have been treated unfairly. Use this guide to understand the steps, prepare your evidence and keep track of your complaint.
● Follow the steps
A clear starting point
How to make a complaint
Every case is different, but a clear timeline and well-organised evidence can help the organisation understand what happened.
Keep copies of everything.
Save your complaint, any reference number and every response you receive.
Contact your bank or provider
Explain what happened in your own words, when you reported it and what action you want the organisation to take.
Ask for a final response
Keep a record of the response and the reasons given. If the outcome is not satisfactory, check whether escalation is available.
Consider your next options
Depending on the circumstances, you may be able to refer a complaint to the Financial Ombudsman Service or seek other guidance.
Would you like help understanding your options?
Refundee can review your circumstances and explain whether our service may be suitable. Finding out is free and there is no obligation to proceed.
● Start your case
Helpful resources
Your rights to a refund
Learn about complaints, response times and possible escalation routes.
Read the guide →Client guides
Practical help with statements, messages and supporting documents.
View client guides →Frequently asked questions
Answers to common questions about the recovery process.
Browse FAQs →It's free to find out if we can help