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What is Payment Protection Insurance (PPI)?

​Q: How do I know if I have it?

If your bank or loan statements itemise PPI as a separate charge then you have a policy. However, this doesn’t always apply; single premium PPI costs are presented up front so may not be as clear. If you are unsure, or cannot locate or understand your statement, call one of our team on 01925 568 13908000 461 826 .

​Q: How can I claim it back?

We have made thousands of successful claims against Lloyds, Barclays, Halifax, HFC and a wide variety of other lenders. Filling out our PPI claim form could help you reclaim any money you may rightfully be owed and make you our next success story. Alternatively, all lenders offer free complaints services, so you have the power to lodge your own complaint.

​Q: How much will my claim cost?

We work on a no-win-no-fee† basis. If we do recover your money for you 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.

​Q: How long will my claim take?

Your claim will start with the Pre-submission stage first. On average within 6 weeks from the request being sent to the lender, a response is received which will determine your PPI status. Then, 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.

​Q: Will my claim affect my relationship with my lender?

Lenders have recognised many of these policies were not right for customers and so reclaiming your PPI will not place any sort of ‘black mark’ on your relationship with the lender.

Starting a Claim

​Q: How successful have you been for others?

We have challenged a wide variety of lenders and have recovered more than £920m± in compensation for our clients.

Though you can make a claim yourself to the lender, Gladstone Brookes has years of experience in making successful claims. Our customers rate our service 4.6 out of 5* stars on feefo.

​Q: How can I make my claim?

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

  1. We give you a call and take some details to start your claim process
  2. We send you some forms in the post to read, sign and return
  3. We proceed with your claim from start to finish

Your PPI Claim process would start with the Pre-submission stage first, which aims to confirm whether or not PPI was present. We then gather the information necessary to proceed with the claim process, which aims to recover any PPI premiums you may rightfully be owed.

​Q: How much will my claim cost?

The adviser you speak to will also explain our no win no fee† agreement and the fees we charge if we are successful in recovering money for you. If we are unable to obtain any redress for you then there is absolutely nothing to pay. We have no administration charges – in fact, Gladstone Brookes does not charge any up front fees.

If your claim is 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.

​Q: How long will my claim take?

Your claim will start with the Pre-submission stage first. On average within 6 weeks from the request being sent to the lender, a response is received which will determine your PPI status. Then, our average claim timeframe is between 8-16 weeks weeks from the date the lender acknowledges the claim to a decision being made.

​Q: Why have I not received my pack yet?

If you have waited for more than 7 days after speaking with us and are yet to receive your forms from us, email us at enquiries@gladstonebrookes.co.uk or speak with us on 01925551868 and we can arrange for your forms to be re-sent to you.

​Q: Are the forms I will receive complicated?

Your forms will come to you with all the necessary information already entered for you. Please check it is correct and then sign & date in the indicated places before returning them in the reply paid envelope.

​Q: Can you help me complete the documents?

You may find our Filling in the Pack guide helpful – we have compiled some useful information to consider when you have received your forms, which should help you complete them correctly. If you require further assistance though, please call us our Helpline on 08000 149 014 and a member of staff will be happy to assist you.

​Q: What happens next?

Once we have received your completed documents, we will contact your lender to proceed with your claim, starting with the Pre-submission process first. We will keep you updated every step of the way.

Filling in the Pack

​Q: 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.

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.

​Q: What is the Questionnaire and Section F?

When your case has been through the initial Pre-submission process, and we have spoken with you to set up your claims, the information we gather from you is used to fill in your complaint questionnaire. It is used to support your claim so it’s important to make sure all the details are correct. If anything is incorrect please call us to let us know, so we can make any necessary amendments.

Once you’re sure everything is correct, please sign and date Section F ready to return to us in the pre-paid envelope provided. Section F confirms you are happy with all of the details outlined in the questionnaire.

​Q: 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.

​Q: What is the Schedule of Claims?

After your lenders have confirmed any accounts where PPI was or may have been present, we will have spoken with you to set these claims up for you. The Schedule of Claims we send with your claims pack 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.

​Q: Do I need to supply documentary evidence?

When we have set up any PPI claims for you, you will receive claim forms to sign and return. When returning these to us, if you have any evidence of having paid PPI, if you send a photocopy of this to us, this may help us in our investigations. This documentary evidence is not essential and the lender will still investigate if you don’t send any, but depending on the lender’s response, it is possible that it may be asked for at some point.

NB Please send copies of all documents to ensure originals don’t get lost in the post.

​Q: 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.

​Q: 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.

​Q: Can you get account numbers for me?

This is one of the aims of the initial Pre-submission process – we contact your lenders with the aim of confirming which accounts you have had PPI on. In some cases, often when the lender’s systems do not go back far enough, they may ask for account numbers to help them search for your records. If this happens, we can advise you of the options by which this can be obtained.

​Q: What next?

Once you have read, signed and dated all of the forms we have sent to you, please return the signed forms only in the pre-paid envelope we provided with the pack. When we receive the completed forms, we will proceed with your claim, keeping you updated along the way!

Returning the Pack

​Q: Why do you need additional information?

Any additional documents you have to support your claim will help the process, particularly if you have a document which shows you were definitely paying PPI on the agreement.

If you have moved house since you took out the agreement please supply your old address so your lender can trace the account. If you have changed your name by marriage or deed poll please include evidence of your former name.

​Q: What happens if I can’t find my account number?

Gladstone Brookes has special agreements with a number of financial institutions who provide a ‘Pre-Submission’ service; aiming to identify PPI attached to clients agreements, before a claim is submitted. This process also aims to provide any account numbers necessary to make the claim. Speak to one of our helpful advisers on 01925 568 13908000 461 826 who will be able to advise you which of your lenders offer this process.

​Q: What if my bank or lender does not have a Pre-submission process?

Some of the lenders we take on do not have a Pre-submission process. For these lenders, we would request a Data Subject Access Request (DSAR) from them. This report should contain all of the information your lender holds on file for you, which should confirm whether or not you have had PPI with them. This is also a way of identifying whether you have had any additional products with them which may also have had PPI. All of the lenders on this list, we can either approach via their Pre-submission or request a DSAR.

​Q: What happens when you make the claim?

Following the Pre-submission process, if your lender confirms that PPI was or may have been present on your account, we will proceed with the claim process. We will speak with you first to gather information necessary to make the claim, which will be documented in a PPI Questionnaire. You will receive a copy of this and some forms to sign to confirm you are happy with the information being used to support your claim. When we receive your signed forms, we will make your complaint to your lender and keep you updated along the way.

​Q: The lender can’t trace my account, but I gave you the details at the start.

Sometimes, some lenders records do not go back far enough to trace your details. If this is the case, we will advise you and try to obtain as much additional information from you that may help your lender in locating you. For example, it could be that they have you on their records as living at a previous address you did not initially advise us of. In some cases, it may be that they require documentation, which we would also advise you of.

​Q: Can you get account numbers for me?

The aim of the Pre-submission process at the start of your claim is to identify any PPI held on any accounts with your lender, as far back as their records go. This should also provide us with any account numbers we need. However, depending on your lenders records, they may require an account number or documentation from you at some point. We can try to assist you, but the best way is for you to check any documents you hold – bank accounts, statements, on-line banking etc – or simply call the lender and ask them for the number. You have a right to the information. Click here for a list of Bank & Lender Contact Numbers.

Getting the Decision

Q: Getting an acknowledgement…

Gladstone Brookes issue a letter of complaint to your lender, who must then confirm they have received, logged and opened a case for your complaint – this is normally in writing to Gladstone Brookes.

The FCA state that the lender must send a prompt written acknowledgement upon receipt of any complaint made. If a reasonable period of time has passed and we haven’t received an acknowledgement, Gladstone Brookes will chase the lender and re-issue the complaint if necessary, until the lender acknowledges receipt of it.

Q: How long will my case take?

On average, claims take 8-16 weeks from the date of the lender’s acknowledgement to a decision being made. The guidelines set by the FCA, who regulate the lenders, state that the lender must respond within 8 weeks with either a final response, or a reason as to why they have been unable to reach a decision at that point.

We liaise directly with your lender and if we feel there has been inadequate communication or lack of decision / acknowledgement within reasonable time, we will take necessary action to ensure your case gets resolved. In some circumstances, we would consider referring your case to the Financial Ombudsman service (FOS), if we found it to be the best course of action to take.

Q: What happens if my complaint is upheld?

Fantastic! If your lender advises that they are upholding your case, an offer will be made to you to settle your complaint.

Q: What happens if I receive an offer?

Gladstone Brookes will review any offers made to verify that the amount is correct and that you are receiving all of the money payable to you.

Q: Why have the banks upheld extra cases?

The rules governing PPI claims dictate lenders must investigate any agreements associated with the case complained about. Gladstone Brookes cites legislation to hold lenders to this rule. It can result in lenders identifying PPI on “top up loans” that were previously unknown to the client.

Q: What happens if my case is rejected?

If we believe that a rejection is unfounded, we will assess the case at hand to determine if there is reasonable need to refer it to the FOS to appeal it, with the aim of getting the decision overturned

Q: What happens if an appeal can be made?

If we have reviewed the lender’s decision and we believe your case still has merit, we would look to appeal this for you. We are able to directly appeal some cases with some lenders, and others we would look to appeal with the Financial Ombudsman Service. We would discuss this with you at this point, to ensure we can obtain the most accurate information to present your case in the strongest way we possibly could.

Q: Why should I use Gladstone Brookes?

We recovered over £10.4 million± for our clients with FOS in 2016! Should you decide to use Gladstone Brookes to help you appeal the decision, we will support and guide you through the process. We will liaise between your lender and FOS, dealing with any necessary paperwork, whilst keeping you updated along the way.

Q: Who are the Financial Ombudsman Service (FOS) and what do they do?

FOS is an impartial adjudicator who review cases rejected by lenders to assess if they are unfair and justify being overturned. FOS investigations are free, however due to the amount of complaints they receive they are not bound by any timescales, meaning decisions can take 18 months or more. If they do think the decision is unfair and overturn it, they will request that the lender refunds you the PPI premiums and interest you paid.

Q: Why has my case been sent to the Financial Services Compensation Scheme (FSCS)?

There are occasions where lenders responsible for mis-selling PPI are no longer in business and, as such, cannot be claimed against. The FSCS is a ‘fund of last resort’ – a government body set up to pay compensation where the responsible company has ceased trading. The body only has jurisdiction on sales made after January 14th 2005 and can investigate claims in the same way as a lender would, paying compensation where they find a policy has been mis-sold.

Q: I was told I had a viable claim so why has it been rejected?

We only take cases on if we feel there is a potential case for mis-selling. However, sometimes the information you provide us with will conflict with a lender’s perspective, leading to a rejection. A rejection is not always the last word on a claim though; we will assess these rejections to determine whether or not we feel the case is strong enough to be referred to the FOS to be overturned.

Q: That sounds like a lot of work – how much will it cost me?

If we are confident in your case, we will continue to represent you on a no-win-no-fee† basis. You will only be charged in the event of a successful payout, for which our fees would be 25%+VAT of the total redress offered by your lender.

Q: What do you class as proof of PPI?

Loan documents showing PPI was added to your agreement, credit card or bank statements showing payments taken for PPI premiums each month. You could also have a final statement letter from your lender showing PPI details.

Q: Why have you chased me for information?

In many instances, lenders may destroy relevant information relating to your claim after six years of the account being inactive, which we may need to ask you for. Additionally, lenders can request further information from you, via us, to assist them in reaching a final decision on your case.

Appealing a Rejection

Q: What should I do if I receive a rejection to my complaint?

Your first action should be to let us know. While lenders are meant to copy all correspondence to Gladstone Brookes, this doesn’t always happen. Each rejection must be responded to within a short timeframe, so acting quickly is imperative if we’re to appeal the decision.

Q: What do I need to do to make an appeal?

We will assess your case and should we find grounds to appeal, we will compile these reasons and present it to FOS. With some lenders we are able to appeal directly to them in the first instance. To do this, we have some requirements of you:

  • We must discuss with you each of the points raised by your lender in their rejection letter so we can appeal them on your behalf
  • Quickly sign and return the forms we will provide – the faster you act, the sooner we can work on getting the rejection overturned or request any further information before time runs out

Q: Will my claim now take more than 8 – 16 weeks?

Unlike us, the FOS are not bound by deadlines and are contending with a backlog. They are currently stating that their investigations can take between 18-24 months from the date in which they receive an appeal. Until the adjudicator reaches their decision, the lender is not obliged to provide you with any compensation so we must wait for the appeal to be concluded.

Invoices & Fees

Q: How long will I need to wait for my money?

The Gamma team will arrange for monies owed to you to be paid as quickly as possible. Barclays, Lloyds and HBOS will usually pay money directly into your account within 28 days of the offer letter being issued. Most other lenders require clients to sign a form accepting the offer – they usually pay out within 28 days of receiving the signed acceptance.

Q: I have received my money – how do Gladstone Brookes get paid?

We agree fees of 25% + VAT of the total redress offered by your lender, including any reduction of any outstanding agreement, should your claim be successful.

If your lender pays the redress directly to us, we will forward this onto you, minus our fee; this deduction will be detailed on an invoice. There would be nothing further to pay in this instance.

If the lender has paid you directly, please let us know right away. We will check the details of the offer and then issue you an invoice – please make sure you have paid us before you spend your redress.

Q: This is a simple process, why should I pay you?

By agreeing to our terms and conditions at the start of the process you agreed to pay our fees in the event of a successful claim. If we have applied and/or appealed for the reimbursement of your PPI payments on your behalf and were successful, then we are owed the fees outlined in these terms and conditions.

Q: How do I pay my fees?

Please visit our payment page for information on how to pay your fees.

Q: Why do you need to check the offer?

We need to confirm what your lender’s offer is covering; particularly if they are investigating more than one account for you. In some cases there can also be discrepancies with offers made, so we may need to challenge the lender further in cases like this.

Q: I don’t understand the invoice. What should I do?

We try to keep our invoice/billing process as simple as possible. However, if you don’t understand our charges having read this Information Suite and the literature we have sent to you previously please don’t hesitate to contact us on 01925 354484.

Q: I have spent the money and cannot afford your fees – what should I do?

This would be a breach of your contract with us and could lead to us enforcing the contract via the Courts. However, we would urge you to speak to us first so we can discuss options and reach a payment solution without invoking legal action.

Q: How is the refund calculated?

We aim to recover all of the premiums you have paid, plus interest. We also aim to recover a further 8% but cannot guarantee this. PPI premiums on an ongoing loan will be cancelled and the value of those already paid credited to your loan account to reduce the outstanding balance. If you are claiming PPI from a credit card the bank may offset the refund against your outstanding balance.

Q: My loan is ongoing but I’ve fallen into arrears – what happens now?

If you have fallen into arrears with your payments your lender may off-set any payments due to you against the amount you owe them. If the amount you owe is more than the redress they are prepared to pay you may end up with no cash payment at all, but your fees to Gladstone Brookes will still be payable for the total redress offered to you by your lender.

Q: Why am I paying VAT?

Gladstone Brookes does not benefit from charging VAT. It is a government tax and because Gladstone Brookes is a VAT registered company (VAT number 909 1828 09) we are required to pass on the VAT we collect to the government.

Q: What about my other cases that are not yet settled?

We handle each case individually and will continue negotiating with your lenders for any additional claims you are making with us.