Enquiry Refund Policy

There are several circumstances where we would refund or uncount your received enquiries

Please note that we need to enforce the below policy consistently to ensure it is fair for advisers and consumers. 

All refund requests must be raised in the Enquiries page of your member area within 3 working days of receiving the enquiry. This is to enable us to investigate any refund requests properly and, crucially, to avoid a poor experience for consumers. 

Refund criteria for Verified plan members

Refund criteria for Unlimited plan members

Refund criteria: Verified members

Verified Members: If an enquiry refund request is approved, your enquiry will be uncounted. As there is no charge for any enquiries you receive directly through VouchedFor, you cannot claim money back for any enquiries received. We will refund cases in which the enquirer does not need a service you offer and/or does not meet your minimum wealth criteria. If it is clear from the enquiry message that they do need a service you provide and meet your minimum wealth criteria then we cannot offer a refund.

There are four main situations in which we would uncount an enquiry for Verified plan members:

1. Spam

  • Spam/marketing – when it is clear from the message that someone is trying to sell you something or it is clearly a fake client (e.g. Mickey Mouse). We would also uncount an enquiry when it is clear from the message that the enquirer is ONLY looking for advice in an area that anyone of your profession would be unable to help with.

2. Duplicate, existing client or colleague 

  • Duplicate enquiry - if a consumer has previously contacted you through VouchedFor using the same contact details, OR they have contacted you via a different medium/website, as long as you are able to provide proof that that contact with you preceded the VouchedFor contact.
  • Existing client – when it is clear from the message that the enquirer is an existing client or you can provide us written proof of an existing client relationship. 
  • Colleague - the enquiry has gone to a colleague in the same firm. N.B. we would refund or uncount the enquiry for one of you, not both.

3. Unable to contact

  • Uncontactable - if you have tried to call the number supplied 3 times and sent an email within 1 working day of receiving the enquiry and VouchedFor has established that the enquirer is uncontactable. Please note this does not apply in cases where VouchedFor has spoken to the enquirer and proven they are contactable.

4. Incorrect services match

  • Debt management - if it is clear from the message that the enquirer is only seeking debt management advice. 
  • Incorrectly charged mortgage enquiries  (Financial Advisers only) – if it is clear from the message that the consumer is only seeking mortgage advice but you have been charged for an investments and savings enquiry, we will credit the difference in charges. 
  • Non-Resident/ Non-Domiciled - when it is clear from the message that the enquirer is based in another country.
  • Firm policy - if advisers are unable to advise a particular type of client due to their firm policy preventing this (e.g. in the case of British Steel related enquiries). We recommend that advisers make any such policies clear in the 'About me' sections of their VouchedFor profile
  • To qualify as an incorrect service match outside of the above 4 points, you must confirm that: 
    • You contacted the consumer within 24 hours. 
    • You spoke to the enquirer to discuss their needs. 
    • You are unable to provide any service they need. 
    • They have not become a client and you have not referred them to another professional.

Refund criteria: Unlimited plan members

Unlimited Members: If an enquiry refund request is approved, the fee charged for that enquiry will be refunded in full. 

We will refund cases in which the enquirer does not need a service you offer and/or does not meet your minimum wealth criteria. If it is clear from the enquiry message that they do need a service you provide and meet your minimum wealth criteria then we cannot offer a refund.

We would also refund enquiry charges in the following situations: 

1. Spam

  • Spam/marketing – when it is clear from the message that someone is trying to sell you something or it is clearly a fake client (e.g. Mickey Mouse). We would also refund an enquiry when it is clear from the message that the enquirer is ONLY looking for advice in an area that anyone of your profession would be unable to help with.

2. Duplicate, existing client or colleague 

  • Duplicate enquiry - if a consumer has previously contacted you through VouchedFor using the same contact details, OR they have contacted you via a different medium/website, as long as you are able to provide proof that that contact with you preceded the VouchedFor contact.
  • Existing client – when it is clear from the message that the enquirer is an existing client or you can provide us written proof of an existing client relationship. 
  • Colleague - the enquiry has gone to a colleague in the same firm. N.B. we would refund or uncount the enquiry for one of you, not both.

3. Unable to contact

  • Uncontactable - if you have tried to call the number supplied 3 times and sent an email within 1 working day of receiving the enquiry and VouchedFor has established that the enquirer is uncontactable. Please note this does not apply in cases where VouchedFor has spoken to the enquirer and proven they are contactable.

4. Incorrect services match (note: you must have contacted the client within 1 working day, and spoken to them to establish their needs) 

  • Debt management - if it is clear from the message that the enquirer is only seeking debt management advice. 
  • Incorrectly charged mortgage enquiries  (Financial Advisers only) – if it is clear from the message that the consumer is only seeking mortgage advice but you have been charged for an investments and savings enquiry, we will credit the difference in charges. 
  • Non-Resident/ Non-Domiciled - when it is clear from the message that the enquirer is based in another country.
  • Firm policy - if advisers are unable to advise a particular type of client due to their firm policy preventing this (e.g. in the case of British Steel related enquiries). We recommend that advisers make any such policies clear in the 'About me' sections of their VouchedFor profile.
  • To qualify as an incorrect service match outside of the above 4 points, you must confirm that: 
    • You contacted the consumer within 24 hours. 
    • You spoke to the enquirer to discuss their needs. 
    • You are unable to provide any service they need. 
    • They have not become a client and you have not referred them to another professional.
  • Specifically in relation to Defined Benefit pensions, where there is an ‘incorrect services match’ and you cannot provide advice on this pension type, we may allow advisers to request a refund outside of the usual 3 day timeframe in cases where the consumer was not initially aware they had a Defined Benefit pension. In these cases, we may allow up to 2 weeks to report the enquiry to us, but advisers must be able to evidence they have had an initial conversation with the consumer within 3 days of the original enquiry, and meet all other criteria for an incorrect service match as outlined above.

Please note:

  • We are unable to refund or uncount enquiries not covered in the criteria above. For example, if an enquirer changes their mind having spoken with an adviser, this is beyond our remit and we are unable to refund or recount the enquiry. 
  • We appreciate that you may find some enquiries more relevant than others. We are constantly improving our product to ensure that your reputation and reach are maximised. If you have any questions regarding the value you get from VouchedFor, please e-mail us on customer_service@vouchedfor.co.uk.
  • If you'd like to have access to unlimited enquiries on the Unlimited Plan, you can upgrade by speaking to a member of the team on 0203 111 0580.
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