Frequently Asked Questions (FAQs)


This section aims to answer your questions about Gladstone Brookes, the claims process & the industry. It also includes information regarding individual circumstances and other frequently asked PPI questions.

Simply click the links or buttons to show the answer to each query. If this FAQ doesn’t have your answer, please contact our claims team. We have friendly advisors on hand to assist you.

What is Payment Protection Insurance (PPI)?

PPI (or Payment Protection Insurance) is a product sold alongside loans, mortgages, credit cards and other financial agreements. It worked as a form of cover in cases of accident, sickness and unemployment – where you can no longer afford to repay your lender. You will find further information on our Payment Protection Insurance page.

How do I know if I have PPI?

Your bank or loan statements should list ‘PPI’ as a separate charge and so this is the quickest way to find out if you have a PPI policy. This may not apply to cases such as single premium PPI so if you are unsure, or cannot locate or understand your statement – please phone one of our advisors on 01925 568 13908000 461 826 to assist you.

How can I claim back my PPI?

To start your claim with us simply fill in the form or call 01925 568 13908000 461 826 , to speak with one of our friendly advisers.

Why Gladstone Brookes?

We have been representing clients since 2007 and have so far managed to recover £750m± for clients with a 93% success rate. We strive to provide a quality service to everyone we assist. Feel free to visit our Testimonials page and see what our past clients have said, or head over to our Money Memories section to browse our happy clients who have uploaded memories we helped make possible.

What are your opening hours?

Our opening hours are as follows:

Sunday CLOSED

Please note: these hours are for our Call Centre. Other departments opening hours may vary.

How much will my claim cost?

Gladstone Brookes offers a no win no fee service, so if we are unable to recover any money for you – there is absolutely no charge. Should we be successful, our fees are 25% + VAT of the total redress offered by your lender, including any reduction of any outstanding agreement, which if in place the PPI may be cancelled. If we are unsuccessful there will be no charges whatsoever.

How long will my PPI claim take?

Our average claim timeframe is between 8-16 weeks from the date the lender acknowledges the claim, to a decision being made. If your lender cannot keep to this deadline then we will liaise with them in the first instance and, if necessary, present your case to the Financial Ombudsman Service, in a bid to bring your case to a conclusion as soon as possible.

Will my claim affect the relationship with the bank?

Banks and lenders accept that you are entitled to claim back what was mis-sold to you, so you will not be “blacklisted” or treated differently as a result of your claim.

Any other enquiry…

If you cannot find an answer to your question here then do not hesitate to phone 01925 568 13908000 461 826 or fill out our PPI claim form and we will be happy to help. Our friendly staff are on call to assist you with any enquiries and to give expert advice with regards to making a claim. If you’re unsure whether you’re entitled to reclaim your PPI, we are happy to look into this for you. Or if you’re not sure whether you had PPI, we will try our best to assist you in finding your policy: 01925 568 13908000 461 826