Frequently Asked Questions
Read below for answers to some questions you may have about our service and the process
General FAQs
How long will my claim take?
Once we have sent out Letter of Complaint to the lender and they acknowledged the complaint, they get 56 days to provide a Final Response Letter. If the case is not resolved at the Final Response stage, we will escalate the complaint to the Financial Ombudsman Service which can take an additional 6-12 months depending on the circumstances of the claim.
What happens if the lender doesn’t provide a Final Response within 56 days?
If the lender does not provide a Final Response, we then have the right to escalate the complaint to the Financial Ombudsman Service.
What happens if the lender rejects my claim?
If the lender rejects the complaint, we will review the Final Response Letter and if we feel the complaint is strong enough we will escalate the complaint to the Financial Ombudsman Service.
What happens if the lender upholds my claim?
If the lender upholds the complaint, we will review their offer and advise you if it is acceptable or not acceptable.
What happens if I accept a cash offer?
We will provide the lender with your chosen bank account and they will pay the funds directly to you, we will then send you an invoice for our services which is payable once you receive the funds.
What happens if I accept a balance reduction offer?
The lender will reduce your balance accordingly, our invoice would then be payable via an affordable payment plan.
What happens if I reject the lenders offer?
If we feel the offer is unacceptable and you agree, we will advise the lender that we reject the offer and we will then escalate the complaint to the Financial Ombudsman Service.
Can I have a payment plan?
If you receive a balance reduction offer, we will offer you an affordable payment plan to pay our invoice. We do not offer payment plans on cash refunds.
Do you take your fees from the offer?
No, the lender will pay you directly and we will send you an invoice for our services which requires payment within 21 days.
How long does the lender take to pay?
The lender gets up to 28 days to make the payment to you, however all lenders pay within different timeframes, some pay within a couple of working days while others can take up to 28 days.
Can I cancel the claims against the lender?
You may cancel the complaint at any point during the claim free of charge, however if there has been an offer or Financial Ombudsman Service assessment or final decision made we will be able to issue a cancellation invoice for a percentage of the offer.
Will this affect my Credit Score?
Making a complaint against a lender will never affect your credit score in a negative way, if the complaint is upheld the lender is required to remove any adverse history on your credit file as a result of the upheld loans. Therefore, this can only affect your credit in a positive way.
Do I need to keep paying the lender while the claim is ongoing?
Yes, we advise you to keep up with your payments to the lender as it is not guaranteed that your complaint will be successful. If you stop making your regular payments the lender is required to advise the Credit Reference Agencies which will then impact your credit file.
Invoice FAQs
How long do I have to pay my invoice?
Our standard invoice terms are 21 days from issue, however this may adjusted where a cash refund is to take place and the funds are not yet received.
If you are not receiving a cash refund, a payment plan may be available.
I've not received my refund but my invoice is due!
If your invoice is now due and you haven’t yet received your payment, please contact us immediately so that we can amend your invoice due date and contact your lender to determine the delay in payment.
How much do you charge?
Our fee is based on a percentage of the amount you receive as a cash award, balance reduction or a combination of the two.
Please refer to our fee table above for more information.
Am I eligible for a payment plan?
If you have received a cash award which is more than the invoice, a payment plan will not be available.
If you have received a cash award which is less than the invoice, we will require payment of the cash element and remaining amount will be available for a payment plan. This is subject to review.
If you have not received a cash award but have received a balance reduction, a payment plan will be available subject to review.
My invoice is overdue, what can I do?
If you have received your refund or compensation and you haven’t paid your invoice on time, your invoice would be considered overdue.
To avoid charges, or wish to discuss your overdue invoice, please contact us.
Unsure if you are eligible?
Find out with our free assessment.