Easy Finance LTD?

Apples2

If you get the refund request in within the 14 days (in writing, recorded so you have a trail), you can get ALL of the money back.

If you are outside of the 14 days, they can retain £5.

Typically, they will ignore you, so you take another punt referring them to their obligation. Once they know you are serious, they will refund you minus the £5 with some waffle excuse.

Far too many people let it lie and accept the £5 kicking.

Reject thier offer and insist on the whole amount.

It won't be quick but as long as you follow the correct procedure, you will get the whole refund, usually shortly before the deadline you give them before excalating it to the FOS (could be up to 3 months away yet).