Refunds delayed
A refund has been agreed or is owed, but the money has not arrived — often after repeated chasing.
5,130complaints of this kind in the census
609companies affected
43%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 now been waiting two months for a no show letter”
“I could not get a proper conversation through yourselves”
“it can take ages for the cashback to appear on your account, followed by months of waiting before you actually receive your money”
Companies with the most reports of this kind
| Company | Reports | Share of its complaints |
|---|---|---|
| Percival | 260 | 66% |
| Allianz Partners USA | 138 | 12% |
| Cotton Traders | 128 | 14% |
| Paylaterr | 127 | 31% |
| TopCashback | 116 | 17% |
| AliExpress | 109 | 10% |
| Flight Centre UK | 100 | 36% |
| A1 Tech Deals | 97 | 26% |
| GO Outdoors | 82 | 7% |
| Tradeinn | 72 | 11% |
| Remitly | 65 | 9% |
| Outfox Energy | 56 | 9% |
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.