Frequently asked questions

Our specialist team reviews the facts, helps organise evidence and explains the options that may be available. We cannot guarantee an outcome.

Timescales vary depending on your case, the organisations involved and how quickly evidence and responses are provided.

In some circumstances, a decision can be challenged. We can review the details and explain whether our service may be suitable.

Share the offer and any accompanying explanation with your case handler so you can understand what it means before deciding how to proceed.

Start by sharing a few details through our case form. Our team can then review the information and explain the next steps.

You can check our regulatory details with the Financial Conduct Authority and review our company information. Contact us if you need help finding these details.

Eligibility depends on the circumstances and the financial provider involved. Contact us to discuss your situation.

Any refund arrangement depends on the case and the relevant provider's process. Your case handler will explain the details applicable to you.

We support a range of fraud-related cases, including investment, romance, cryptocurrency, impersonation, invoice and purchase scams.

Our service operates on a no-win, no-fee basis for eligible cases. Any applicable fee and cap are explained before you agree to proceed. See our fees page for details.

Every case is different. We review the facts, but no recovery or outcome can be guaranteed.

The Financial Ombudsman Service is an independent service that settles eligible complaints between consumers and financial businesses.

Report Fraud is a reporting service. Refundee helps review potential recovery options and supports eligible claims; these serve different purposes.

Read the documents carefully and contact your case handler if anything is unclear before signing.

If a fee applies, your agreement and case handler will explain the amount and payment arrangements.

Send the letter to your case handler promptly so it can be reviewed and any relevant deadlines can be considered.

We'll explain the response and discuss any further options that may be available in the circumstances.

Report Fraud is the UK's service for reporting fraud and cyber crime. Reporting a crime does not itself guarantee that funds will be recovered.

Check your agreement for cancellation rights and contact us directly so we can explain the process that applies.

Making a complaint should be considered on its facts. If you're concerned, discuss the details with your case handler before proceeding.

We can review the circumstances and explain whether there may be a route to challenge the handling of your case.

We may be able to review the circumstances and available evidence. Cryptocurrency recovery can be complex and success is not guaranteed.

Tax treatment depends on your personal circumstances. Consider independent tax advice if you're unsure.