A company has refused your refund
A refusal is not always the end of it. The first job is to find out exactly why they have said no, because the reason changes what you do next.
Ask them to confirm the reason in writing and to point to the term or policy they are relying on. Companies are often more careful once a request is in writing.
Keep your own version of events short, factual and dated. What you bought, when, what went wrong, what you have asked for, and when.
Give this to Feoh
Answer a few questions and Feoh works out the next step, lists the evidence to keep and writes the message for you to send.
Chase this refund with FeohWhat to gather first
- Order or booking reference and the date
- What you paid and how you paid
- The exact refusal, in their words, with the date
- Any photos, faults or descriptions that show the problem
- Any earlier messages between you and the company
What to do
- 1Ask for the refusal in writing, including their reason.
- 2Reply once, calmly, setting out the facts and what you want.
- 3Ask for their formal complaints procedure if they still refuse.
- 4Keep everything in one place with dates.
- 5If you paid by card or through a credit agreement, it is worth asking your card provider or lender what protection may apply to the payment. They will tell you whether a claim is possible and what the time limits are.
- 6Citizens Advice can talk through consumer problems and may be able to point you to the right next route.
Questions people ask
- Does asking in writing actually help?
- It gives you a dated record of what you asked for and what they said, which is what any later complaint or claim will rely on.
- How long should I give them to respond?
- There is no single rule. Choose a clear, reasonable deadline, put it in your message, and follow it up on the date you set.
Read more
Other problems Feoh helps with
- Parcel says delivered but you haven't received it
- Charged after you cancelled
- A company is ignoring your complaint
Feoh helps you organise and act on everyday admin problems. It isn't a law firm, debt adviser or regulated financial adviser. Nothing is sent to anyone unless you send it yourself.