ChargeBack will conduct a formal investigation which in some cases can be quite involved and time consuming. Our terms and conditions allow us to undertake this work confident both parties will be treated fairly.
We work on a fee basis but only on successful complaints. This ensures that we will always act in your best interests including telling you if we think that there is no value in pursuing a complaint. A full breakdown of our fees is contained in the Terms and Conditions here.
ID Verification
As part of the investigation process we will need to validate that you are an eligible complainant (entitled to make the complaint). This will involve confirming your identity.
Letters of Authority
As well as confirming your identity we may well want to speak to the firms you have dealt with. They have an obligation to provide relevant information. They will expect us to provide written authority to act on your behalf. This typically involves a signed document establishing that we are working on your behalf.
Other Details
As part of our investigation we may wish to speak to you to confirm any missing information about the complaint or the events that led up to it. We will always do this via your preferred communication method and at a time that suits you.
Complaints Procedure
We are authorised and regulated by the FCA and therefore follow the same complaints processes as the firms we investigate. Full details are in the ‘Terms and Conditions’ here.
We’re on your side.
