Ronnie's refund department

Lesson 11 of 12 in our free Consumer Rights guide: a 5-minute money game with the key points below.

This lesson is in the full version.

Free with a code from your uni, college, council, landlord or employer (worth £600/year). Lesson 1 of Consumer Rights is free for everyone.

Questions you'll answer

Mo already gave a code to the fake refund team. What now?

Red flag: “you are owed £340.12 compensation.” — Unexpected, oddly specific money is bait.
Red flag: “Claim within 2 hours or it will be cancelled” — Fake urgency to stop you checking.
Red flag: “at refund-claim-uk-secure.co” — A random web address that isn't the company's real website.
Red flag: “and enter your card number and the code we send you.” — Nobody needs your card number or one-time code to give you a refund.
An email from the Financial Ombudsman asking for evidence about the complaint YOU sent them → Legit. Expected, linked to your case, and free. Still check it's genuine by logging in or calling the number on their official site.
A cold call offering to 'fast-track' your ombudsman complaint for an upfront fee → Ronnie. Complaining to the ombudsman is free. Paying someone upfront to do it is a red flag.
A 'refund agent' asking you to install screen-sharing software → Ronnie. Remote access lets them see your banking. Hang up.
The retailer's reply in the email thread you started, offering a refund to your original card → Legit. Refunds go back to the original payment method. No details needed.
A 'refund' that arrived too big, with a request to send the extra back → Ronnie. Classic overpayment scam — the 'refund' often isn't real, and the money you send is.