Frequently Asked Questions (FAQs)


This section aims to answer any questions you may have.

Such as questions about Gladstone Brookes, the claims process & the industry. It also includes information regarding individual circumstances, the recent Judicial Review 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 the answer, please contact our claims team. We have friendly advisors on hand to assist you in any way we can.

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 558 83808000 461 826 to assist you.

How can I claim back my PPI?

If your case is upheld and an offer made, Gladstone Brookes will review it before taking any further action as the amount offered may not be the full amount you are entitled to.  Gladstone Brookes’ calculations team will check the details of the offer and the amount that is being offered to ensure that the settlement proposed by your lender is acceptable.

Why Gladstone Brookes?

We have been representing clients with since 2007 and have so far managed to recover £500m for clients with a 91% success rate. We 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 new 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

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 at the prevailing rate – of any financial benefit you receive as a result of the claim(s).

How long will my PPI claim take?

Many cases are dealt with within 8-16 weeks of the Bank receiving your complaint. The Financial Conduct Authority (FCA) insist that all cases are investigated within this time frame, but if your bank cannot keep to this deadline then we will liaise with the relevant authorities (Financial Ombudsman Service) to ensure your claim is resolved as quickly as possible.

Will my claim affect the relationship with the bank?

NO. If you have been mis-sold a product you are fully entitled to claim back your money. Banks have begun to accept that many of these policies were not right for their customers and so reclaiming your PPI will affect your relationship with your bank.

Any other enquiry…

If you cannot find an answer to your question here then do not hesitate to phone 01925 558 83808000 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 558 83808000 461 826