Summary of Key Information

What We Do for You

• We review the information you provide to determine if your claim meets our criteria.
  
  

• If your claim qualifies, we file a complaint with your bank or the responsible bank on your behalf.
  
  

• If the bank’s response is unsatisfactory, we may escalate your case to the Financial Ombudsman Service (FOS).

What We Need from You

• Provide a clear explanation of what happened along with the necessary documentation.
  
  

• Inform us immediately if the bank contacts you, particularly if they issue a rejection, make an offer, or confirm a full refund.
  
  

• Keep us updated if your contact details change.

Timescales

• Resolution time varies based on whether the case is handled by the bank or escalated to the FOS.
  
  

• While some cases are resolved in days, others may take up to 2 years.
  
  

• Most cases are resolved within 6 to 12 months.

Case Updates

• You’ll receive updates at all key milestones, including:

  • When your case progresses to a new stage.

  • When we receive updates from the bank or FOS.

  • When we need additional information.
    
    

• Updates will be provided via email or phone, and at least every 6 months (typically more frequently).

You Can Do This Yourself

• You’re not required to use Click2Refund or any other claims management company.
  
  

• You can make a complaint directly to your bank, and escalate it to the FOS yourself free of charge.

Cancellation

• You can cancel at any time without charge unless a redress offer has already been made in your case.

Fees

• Our fee ranges from 15% to 25% + VAT of the refunded amount.

• You only pay if your case is successful and you’ve received your refund.

• The maximum fee is £10,000 + VAT per case.