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Filling in the Pack


This page has been designed to be a guide for the forms you will receive from us, and what you need to do with them. We have listed some helpful information for you to consider, along with some Frequently Asked Questions regarding the documents you will receive.

You took the first step in making your own complaint when you called us. The next simple stage is to complete the forms necessary to start your PPI Check process, with the aim of identifying any PPI your lenders sold to you, which you could reclaim.

Getting started is as simple as 1-2-3:

  • Read, sign and date the documentation in the pack you receive
  • We contact your lenders for your PPI Check
  • If any PPI was or may have been present, we will update you on the next steps in making a claim to recover any money you may be owed for your PPI

Congratulations! Once your pack is received by us we will contact your lender to start your PPI check process and then keep you regularly updated on progress.

Remember, Gladstone Brookes has already recovered more than £1 Billion for its clients (obtained through our claims service, amount is prior to fees and taxes) and our customers rate our service at 4.5 out of 5 stars on Feefo, based on 4,819 reviews between July 2017 and June 2018.

Important things to remember when filling in your documents:

  1. Have you noticed any information which needs correcting or adding, including your name, a joint claimant, any dates, addresses or the product you took out with the lender? You may make amendments as long as you countersign any amendments you make. This is very important; if any amendments are made and not countersigned, many lenders will reject the form as being invalid and this would delay your case. Please also call us on 01925 320932 so we can update your details on our system.

    If you have been sent 2 separate Forms of Authority for a lender; one for the first account holder, the other form for the second account holder, it is important that these are signed separately. In cases like this, the lender would be one which does not accept jointly signed forms for joint accounts. This is mainly for Barclays and any related lenders included in the Barclays group.

  2. You must clearly sign and date the forms. The date you write must be the date you are signing the form. If this is either left blank, is dated incorrectly (for example the wrong year, or a date which is over 6 months ago) or you write your date of birth here, this will cause your form to be invalid, therefore delaying your case.

    If you receive a form just in your name, and realise the account was in fact a joint account, please call us on 01925 320932 so we can update this on your case and re-issue a corrected form to you for both account holders to sign.

Frequently Asked Questions

  • What is the form of authority?

    The form of authority is your permission for us to contact your lender on your behalf. It also contains our Terms & Conditions for the service you are signing up to.
    A separate form is required for each case we are dealing with, and we will send you the relevant amount of forms we require.
    Once you have read over them, you just need to sign, date and return the forms to us.

  • What is the Questionnaire and Section F?

    The questionnaire is the official form on which your claim is detailed and contains all the information you have been able to supply us with. It’s important that you check it for accuracy and call us as soon as possible if anything is wrong or you have additional information to be included. Once you are sure everything is correct you must sign and date Section F which confirms you are happy with the information included in the questionnaire.

  • What happens if it’s a joint account?

    If it’s a joint case it’s important that both partners sign and date all the documentation or the case cannot proceed. Both parties must give their permission before the lender will undertake an investigation.
    Most lenders will accept one form of authority signed by both account holders. However, if your case is for a joint account with the Barclays group, we will have sent you two forms which will need to be signed separately by each claimant.

  • What is the Schedule of Claims?

    The Schedule of Claims simply lists the lenders, products and account numbers we have set up claims for. If you notice anything missing or remember any additional lenders you would also like us to investigate for you, please speak with one of our friendly advisors who would be happy to discuss this with you.

  • Do I need to supply documentary evidence?

    If you have any documentary evidence showing the PPI was definitely attached to an agreement please photocopy it and include it with the other documentation when you return the claims pack to us. It is not essential to include documentation, but it does help in the claim process. Please remember to supply a copy so the original doesn’t get lost in the post.

  • Why have you sent duplicate forms?

    Duplicate forms are required if you have multiple claims as each claim needs to be handled separately because the lender wants details of the actual sale so we have to complete documents for every policy that you hold.

  • Which documents do I sign and which do I keep?

    You need to sign and return any Forms of Authority we send to you. When we send your any PPI Questionnaires with the Section F forms, you only need to sign and return the Section F forms; the PPI questionnaires are for you to keep.

  • Can you get account numbers for me?

    Our PPI Check process aims to identify any PPI that you held as far back as your lender’s records go. Depending on your lenders’ records, they may need an account number or documentation from you at some point. We can try to assist you, but the best way to find the number is for you to check any documents you hold – bank accounts, statements, on-line banking etc – or simply call the lender and ask for the number. You have a right to the information. Click here for a list of Bank & Lender Contact Numbers.

  • What next?

    Once a claim has been made we must give the lender time to investigate the circumstances. If they are not able to keep to the expected timeframes we will speak to them and push for a decision. If they remain unresponsive we will then report the facts to the Financial Ombudsman Service (FOS) to try to break the deadlock.

Ready to start your PPI check?

Hit the button below or call us now on
0800 862 0361

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