The bank pays any refund to you. We then invoice our fee. We do not take the refund into our own account. The percentage applies to each band of the money recovered, in Canadian dollars.
| Recovered and paid to you | Our fee | Example |
|---|---|---|
| The first $100,000 | 3% | $80,000 recovered. Fee $2,400. You keep $77,600. |
| The portion from $100,000 to $500,000 | 2% | $200,000 recovered. Fee is 3% of $100,000 ($3,000) plus 2% of $100,000 ($2,000), so $5,000. You keep $195,000. |
| The portion above $500,000 | 1% | $600,000 recovered. Fee is $3,000, plus 2% of $400,000 ($8,000), plus 1% of $100,000 ($1,000), so $12,000. You keep $588,000. |
| Nothing recovered | $100 | $100 to start the case. The percentage is not charged. |
What “recovered” means
Money the bank, the receiving firm, or the Ombudsman actually pays because of the complaint. A goodwill payment counts. A payment you were going to receive anyway, with no link to the file, does not.
Leaving
Before we send the complaint, you can stop. If you stop after the complaint has gone in, and the bank pays within six months because of that complaint, the percentage above still applies.
Amounts are in Canadian dollars. This page is the offer. A short engagement note repeats it before we are instructed. Compare it with doing the complaint yourself. That route is free, and the guide is here.