REFUND COMPLAINT GUIDE
What to do when a company refuses a refund
How to challenge a refused refund in the UK: identify the purchase, preserve the evidence, explain the remedy and use the correct escalation route.
Reviewed 9 September 2026 · UK guidance
QUICK ANSWER
What should you do next?
Ask the company to explain the refusal in writing and identify the term or facts it relies on. Keep the receipt, product or service description, cancellation messages and evidence of the problem. Your rights depend on what you bought, how you bought it and why you are asking for a refund, so verify the applicable rules before escalating.
Identify the exact basis of the dispute
A refund complaint is stronger when it distinguishes between a change of mind, faulty goods, a service not provided with reasonable care, digital content that does not work as described, non-delivery and a cancelled contract. Different rules and exceptions can apply.
- What was purchased and when
- Where and how it was purchased
- What the seller promised
- What actually happened
- When the problem was reported
- The seller’s reason for refusing
Preserve the evidence
Save the receipt or order confirmation, product listing, relevant terms, photographs or video of a fault, delivery tracking and the full correspondence. Keep original files. A screenshot should show enough context to identify what it relates to.
- Receipt or bank transaction
- Advert or product description
- Terms supplied at purchase
- Fault or non-delivery evidence
- Cancellation or return request
- Written refusal
Write a focused refund complaint
State the purchase, the problem and the refund requested. Explain why the company’s refusal does not address the evidence. If you refer to consumer law, check that it actually applies to the transaction rather than inserting generic legal wording.
- Use dates and amounts
- Quote only relevant terms
- Attach a short evidence index
- Ask for a written final response
- Give a practical reply date
Escalation and payment-provider options
Depending on the transaction, there may be routes through an ADR scheme, an Ombudsman, a card provider or another payment service. Eligibility, deadlines and the evidence required vary. Check official guidance and do not submit duplicate or inconsistent versions of the facts.
BEFORE YOU ESCALATE
Complaint pack checklist
- ✓Purchase and payment identified
- ✓Reason for refund recorded
- ✓Seller’s refusal saved
- ✓Relevant terms preserved
- ✓Evidence of fault or non-delivery organised
- ✓Appropriate official route checked
Common questions
Does every return entitle me to a refund?
No. The answer depends on the goods or service, the reason for return, how the purchase was made and any applicable exception.
Should I quote the Consumer Rights Act?
Only where it is relevant and you have checked the provision. A clear factual explanation and the correct evidence are more useful than inaccurate legal language.
Can ProofPackAI decide whether I am legally entitled to a refund?
No. It organises the information you provide and is not legal advice or a merits assessment.
Official information to check
Processes and time limits can change. Confirm the position for your complaint using the relevant official service: