How do I get an enquiry refund?

In certain circumstances, you may be eligible for an enquiry refund in the form of credit. To claim a refund, please contact our customer service team by email at pro@unbiased.co.uk. After we have confirmed receipt of your claim, our team will work to investigate and verify the enquiry. If your claim is successful, we will apply your credit within 5 working days. You will be notified of the outcome of your request by email.

Please be aware that any enquiry refund requests must be made within 10 days of accepting the enquiry. Refund requests that do not meet our criteria won’t be accepted.

All refunds will be given in the form of credits to your Unbiased account - refunds will not be made in cash. Credits can be used to redeem future Enquiry Fees on your account.

There are five reasons why you may be eligible for an enquiry refund:

Duplicate enquiry

You may be able to claim a refund if you’ve accepted and paid for a duplicate enquiry. This is an enquiry that’s come from a consumer who’s already contacted you, and you’ve already paid an enquiry fee for it. To claim a refund, please provide written proof of the enquiries, with all details of the enquirer, to our customer service team.

 Enquiry with invalid phone number and email address

If the enquirer’s phone number fails, and the email address is also invalid, you may be able to claim a refund. To claim a refund, please provide a description of what happened, and a copy of the bounced email message.

Enquiry from an existing client

If you’ve accepted an enquiry from an existing client, you may be able to claim a refund. To claim a refund, you’ll need to provide written proof of your existing relationship between you and the enquirer.

Non-genuine enquiry

You may be able to claim a refund if the enquiry can be seen to be spam, a test, or from a fake client. To claim a refund, please provide a brief explanation of why you believe this to be the case.

Debt advice

You may be able to claim a refund if the enquirer is simply seeking debt advice. To claim a refund, please provide a brief explanation of why you believe this to be the case.