We’ll accept your case if we think you’ve got a good chance of winning. At that point, we’ll send you everything you need to know and a contract to sign.
If we decide that we can’t take your case on, we’ll provide you with detailed instructions on how you can continue your case yourself, if you wish to do so.
Banks have 15 days to respond to your complaint. If they give you back all the money you lost, your case ends here. If not, we take it to Financial Ombudsman Service.
Unfortunately, backlogs at FOS mean that you might not get an outcome for up to 18 months.
If successful, your bank will make the payment directly to you. We’ll then send you our bill with instructions on how to pay.
If unsuccessful, you won’t pay a penny.
If we’re able to settle your case with your bank we could get your money back within 15 days.
If the bank refuses to refund you, we’ll need to take your complaint to FOS. Once it’s with FOS, timelines can vary widely. It can take from a few more weeks to a couple of years.
Takes 2 minutes