The customer is not required to use the services of a firm which carries out regulated claims management activity to pursue their claim. Should someone wish to handle the complaint themselves, they will first need to lodge the complaint with the financial institution first before escalating to the Financial Ombudsman. It is possible for the customer to present the claim themselves for free, either to the person against whom they wish to complain or to the Financial Ombudsman https://www.financial-ombudsman.org.uk/ or the statutory compensation scheme.
If for some reason we are not successful in obtaining a refund regarding your concerns then there is nothing to pay. It is purely a No Win No Fee basis so you have nothing to lose, where our fee if successful is 20% plus VAT (equivalent to 24%).