Appealing against a rejected claim
If your claim for a missing or incorrect transactions has, in your view, been unfairly rejected, we offer a final option - an appeal process where you can ask your fellow members to consider your case. We only reject claims where we have not been paid by the merchant for your transaction, and so we would need to use our members' funds in order to honour your claim. As a member-owned company that operates mutual principles, we will allow the members to decide whether your claim should be awarded.
The appeals process works as follows:
- To request an appeal against a rejected claim, you submit a query
- We will create a discussion topic with the details of your claim and an explanation of why it was rejected.
- To help members to consider your case, we will also publish an overview of your membership track record i.e. proportion of previous claims to total transactions. We will not divulge any specific details (i.e. of individual transactions or cashback amounts), but if you feel uncomfortable with having this information published, please state this in your query and we will post that you requested to have these details withheld.
- You will be invited to reply to the topic to explain the circumstances of the transaction, and why you think the claim should be awarded
- Other members can use the topic to ask questions, air their opinions and vote on whether or not we should award your claim
- After 14 days, we will use the results of this poll to decide on whether or not to award the claim. Decisions will usually be made on a "one member one vote" basis.
- We ask any claimant to accept that, in the event that the members vote against awarding their claim, we cannot enter into further discussion of the matter.
We hope you appreciate this option to appeal to your fellow members, yet another unique feature of our member-owned money-saving website. See also Appeals Process discussion topic