FCA Regulation
Authorised, regulated and accountable
Refund United Ltd is authorised and regulated by the Financial Conduct Authority (FCA) as a claims management company. That means you're fully protected when you use our services.
FCA Authorised Claims Management Company
We are registered with the Financial Conduct Authority under the Claims Management: Financial Products and Services category. You can verify our authorisation on the FCA Register at any time.
Check the FCA RegisterWhat FCA regulation means for you
Transparent Contracts
We are required to provide you with a clear written contract before we start work, explaining our fees, what we will do, and your right to cancel.
Fair Treatment
FCA rules require us to treat every customer fairly and act in your best interests at all times — not just our own.
Complaints Protection
If you are unhappy with our service, you have the right to escalate your complaint to the Legal Ombudsman, an independent body.
No Upfront Fees
As an FCA-regulated CMC, we are prohibited from charging upfront fees before completing a service. You only pay when successful.
Your rights as our client
FCA regulation gives you strong rights when using a claims management company. We are committed to upholding every one of them.
- 14-day right to cancel your contract without charge
- Right to a clear fee agreement before work begins
- Right to be kept informed at every stage of your case
- Right to complain to the Legal Ombudsman if dissatisfied
- Right to see all information we hold about your case
Complaints procedure
If you are unhappy with any aspect of our service, please contact us in writing. We will acknowledge your complaint within 5 business days and aim to resolve it within 8 weeks.
If we cannot resolve your complaint, you may refer it to the Legal Ombudsman free of charge.
Submit a complaintWe're here to help you along the way!
You don't have to use Refund United — you can do your claim yourself for free by contacting your bank and the Financial Ombudsman directly.
Learn more about how it worksDoing it yourself?
Here's a step-by-step guide on how to submit your own claim directly to your bank and escalate to the Financial Ombudsman Service if needed.
FOS guide: how to complain
