Refunds delayed
A refund has been agreed or is owed, but the money has not arrived — often after repeated chasing.
7,166complaints of this kind in the census
685companies affected
42%graded severe
Where you stand
The Consumer Contracts Regulations 2013 give most online purchases a 14-day cancellation window from delivery, and a further 14 days to return the goods. Where a refund is due, the trader should normally make it within 14 days of accepting the return or cancellation.
General information about consumer rights in the UK, not legal advice for your situation.
Where to escalate
- Citizens Advice consumer service — Free first-line advice on consumer disputes in England, Wales and Scotland.
- Financial Ombudsman Service — Free and independent for banking, insurance, credit and payments — after you have complained to the firm and waited up to 8 weeks.
What people actually describe
“I have emailed twice and received no response after 48 hours to both emails.”
“my refund is still pending”
“causing me to contact them on my own and request a refund from your company that I have not yet received!”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Percival | 372 | 71% |
| Allianz Partners USA | 233 | 13% |
| Paylaterr | 173 | 33% |
| Cotton Traders | 164 | 13% |
| AliExpress | 160 | 9% |
| Footasylum | 158 | 10% |
| A1 Tech Deals | 140 | 24% |
| TopCashback | 129 | 17% |
| Flight Centre UK | 100 | 36% |
| Tradeinn | 99 | 11% |
| Remitly | 76 | 8% |
| MultiPolls | 67 | 12% |
Counts depend on how many of each company’s reviews are in the census, so this ranks what we have read, not the whole market. See the full ranking.