Help – Categories

What is Payment Protection Insurance (PPI)?

​Q: How do I know if I have it?

​Your bank or loan statements should itemise ‘PPI’ as a separate charge and so this is a simple way to establish whether you have the policy or not, although this may not apply to cases such as single premium PPI as the whole of the cost was added up-front. If you are unsure, or cannot locate or understand your statement, then ring one of our advisors on 01925 568 13908000 461 826 to help you out.

​Q: How can I claim it back?

​Gladstone Brookes specialise in reclaiming PPI and have already recovered more than £920m± for our clients. We have successfully challenged all of the big banks – Lloyds TSB, Barclays, Halifax, HFC and many other lenders – and have achieved thousands of successful claims. We could do the same for you. Fill out the PPI claim form on this website now and take your first step to recovering what could be thousands of pounds that you may be owed. All lenders offer a free complaints service and you have the power to lodge a complaint on your own behalf.

​Q: How much will my claim cost?

​Making a claim with Gladstone Brookes is done on a no win no fee basis. If we recover money for you our fees are 25% + VAT of the total redress offered by your lender.

​Q: How long will my claim take?

On average, our 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: Will my claim affect my relationship with my lender?

​No. If you have been mis-sold a product you are fully entitled to claim back your money. 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 all of the biggest banks in the UK for our clients – Lloyds TSB, Barclays, Halifax, HSBC and many others – 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 at 4.6 out of 5* stars on feefo.

​Q: How can I make my claim?

Getting your claim started with us is as simple as 1-2-3:

  1. We give you a call – it should only take around 10-15 minutes
  2. We send out your claim pack – just read, sign the documents, date and return
  3. We process your claim, keeping you updated every step of the way

When we speak to you our specialist staff will ask a few simple questions to establish whether or not you have a viable claim and will then help you to complete the official claim form with details of why you think your PPI was mis-sold to you.

Q: What is it going to 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.

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

We aim to have your pack with you within 5 working days of your initial call. If it has been longer than 5 working days since your call with us, please contact us on 01925 234 070 so that we can get a replacement pack out to you and get your case logged with your lender as soon as possible!

​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 and date in the indicated places before returning them in the reply paid envelope.

​Q: Can you help me complete the documents?

As already stated the documents will have most of the information already entered when you receive them and if the rest of the topics in this Information Suite don’t answer your question then please call us our Helpline 01925 568 13908000 461 826 and a member of staff will be happy to assist you.

​Q: What happens next?

Once we have all your details we will send out your claim pack for signature and once it’s returned correctly completed your claim is ready to be sent to your lender.

Filling in the Pack

​Q: How do I fill all this in?

Don’t worry – most of it has already been done for you by the advisor who took your initial call.

Each pack contains just two types of documents:

  1. The complaint questionnaire which gives details of how you may have been mis-sold the PPI. This includes the Section F document for you to sign once you are happy with the details on your questionnaire.
  2. The form of authority which is your permission for us to investigate on your behalf. This form also incorporates our terms and conditions which outline the no win no fee† agreement between us.

​Q: What is the complaint questionnaire?

This is the document which contains all of the information you gave us during the initial call. It is used to support your claim so it’s important to make sure all the details are correct. If anything is incorrect please contact us so we can correct this for you.

Once you’re sure everything is correct please sign Section F ready to return to us in the reply paid envelope provided along with the Form of Authority.

​Q: Why do you need a form of authority?

The black & white document is a form of authority which 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 claim you make. Where possible – please try to provide account numbers as this will help prevent unnecessary delays. In the event you cannot find your account numbers, call us free on 08000 149 014 and we may be able to assist. We may also be able to assist you in obtaining your account numbers from your lender, so please contact us if you are having difficulty obtaining this.

Once you have all the information, please sign the form(s) to be returned to us.

​Q: What happens if it’s a joint claim?

If it’s a joint claim it’s important that both partners sign all the documentation or the claim cannot proceed. Both parties must give their permission before the lender will undertake an investigation.

However, if you are claiming against a lender in the Barclays group, you will be sent 2 forms of authority. These must be signed separately; one form to be signed by the first claimant, and the other form for the second claimant.

​Q: What is the Schedule of Claims?

This is a document which lists all the cases we have set up for you. 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: Why do you need me to supply documentary evidence?

This documentary evidence is not essential and the lender will still investigate if you don’t send any. However, any evidence that you might have which shows PPI was attached to the account (like the original credit agreement or a statement showing PPI payments) proves to the lender that PPI was added to your agreement. 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 the Forms of Authority and Section F forms. Anything else provided in the pack is for you to keep.

​Q: Can you get account numbers for me?

We can try to assist you, but the best way is for you to check any documents you hold – loan agreements, bank statements, online banking etc. – or simply call your lender and ask them for the number as you have a right to the information. We may have your lenders contact number so give us a call and we’ll try our best to assist!

​Q: What next?

Once all the paperwork has been checked, completed and signed it should be placed in the reply pre-paid envelope provided (no stamp required as Gladstone Brookes pay the postage). The envelope should contain:

  • The signed Form(s) Of Authority
  • The signed Section F(s)
  • Copies of any supporting documents you have

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 to assist the lender in tracing 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 do I do if my lender’s not on the list?

For lenders we have no ‘Pre-submission’ process with, they are often unable to investigate claims for which we don’t have an account number. This is often due to them no longer holding details due to the age of the account. Your claim would be placed on hold until you are able to supply this information, so it is very important you provide this so we can get your claim back on track.

Account numbers can be found on:

  • Loan agreements
  • Bank statements
  • Late payment notices
  • Settlement advices
  • On-line banking

However, the quickest way might be to ring your lender and ask them for the information. You are entitled to it under the Data Protection Act. They may also ask you to complain direct to them which you are entitled to do, but remember we are here to provide an impartial service to you and remain happy to act on your behalf. Click here for a list of Lender Contact Numbers.

​Q: What happens when you make the claim?

Once we are in receipt of all the information it is important that we review your complaint before we draft a formal letter of complaint (LOC) to them. This LOC is the first notification the lender has that a complaint is being made against them so it’s important that we get it right. You will be notified when this is done.

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

The lender is saying that they cannot find any PPI attached to the account number you have provided. For example, some clients supply us with current account numbers, but current accounts do not have PPI attached. The number the lender needs is the number of the credit agreement that you signed to obtain your loan, mortgage or credit card.

​Q: Can you get account numbers for me?

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 your lender and ask them for the number. You have a right to the information. Click here for a list of Lender Contact Numbers.

Getting the Decision

​Q: How long will my case take?

On average, our 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.

​Q: What happens if the lender doesn’t answer within 8-16 weeks?

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 case 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 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: Can all rejections be appealed?

There are some rejections which cannot be appealed, so if this was the case we would explain the reasons why, and would close your file. If this happened, there would be no fees payable because we were unable to obtain any compensation for you.

​Q: What happens if an appeal can be made?

If we can find sufficient evidence to appeal the decision, we will do so on your behalf. We can appeal directly to some lenders first, but otherwise we would look to appeal your case with the Financial Ombudsman Service (FOS).

The reason for going back to the lender first is that we have the chance to overturn the rejection in just a few weeks. If the lender refuses the appeal we still have the opportunity to take the case to FOS to try to get the rejection overturned. Unfortunately FOS reported at the beginning of 2016 on dealing with a huge backlog of over half a million cases and a decision from them could take from 18-24 months.

If a case is appealed, the file is moved on to the specialists in our Beta team.

​Q: Why has the lender 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 remind lenders of this rule. It can result in lenders identifying PPI on “top up loans” that were previously unknown to the client.

​Q: This sounds like a simple process, why should I pay you?

Gladstone Brookes have recovered more than £920m± on behalf of our clients. We work tirelessly to secure your redress from the lender & our customers rate our service at 4.6 out of 5* stars on feefo.

You are also contractually obliged to do so because you signed our terms and conditions at the start of the claim.

​Q: Why has my case been sent to the Financial Services Compensation Scheme?

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?

A rejection is not always the last word on a claim. Sometimes the information you provide us will conflict with a lender’s perspective, leading to a rejection. We will assess these rejections to determine whether or not the case is strong enough to be referred to the FOS to be overturned.

​Q: That sounds like a lot of work – how much more is that going to 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.

​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 various things?

Lenders may destroy relevant information relating to your claim after six years, 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: I have received a letter rejecting my complaint – what should I do?

Our initial call is structured so any cases we believe will not be successful will not be pursued. This is to avoid wasting time for Gladstone Brookes, the lenders and, more importantly, you. However, on occasion, the lenders will choose to reject a claim after reviewing the circumstances of your sale.

If you receive a rejection it’s important you let us know. The lenders should copy all correspondence to Gladstone Brookes, but sometimes this doesn’t happen. Each rejection has a deadline date by which time we need to react so we need to act quickly to make sure you don’t run out of time.

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

We will compile any response and present it to the FOS. 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: This claim was supposed to take 8-16 weeks – how long will it take now?

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 it be before I get my money?

When an offer is received, 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 you 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 offer they have made 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?

Fees can be paid in a variety of ways:

  • Securely on-line via the ‘Pay My Invoice’ tab on our website
  • Speak to our payments team on 01952 354484 or pay via our automated 24 hour payments line on 08000 149 066.
  • Over the counter in your own branch. Payments must contain your reference and be sent to sort code 16-33-33 account number 10410836
  • Via your own on-line banking facility using the same account details and ensuring your payment contains your reference
  • By cheque made payable to Gladstone Brookes with your reference number on the back of the cheque.
  • Paypal
  • Post Office/Payzone

​Q: Why do you need to check the offer?

Sometimes lenders offer only partial refunds; therefore not the full amount of premiums you would have paid. If we don’t challenge any offers we believe to be inaccurate or inadequate, you may not receive all of the money which may be owed to you.

​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 100% of any premiums that you have paid, plus any interest paid on those premiums and where possible a further 8% in statutory interest. 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 lender may offset the refund against your outstanding balance.

​Q: My loan is on-going 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?

Each case is dealt with individually. So if you have multiple cases with us they will all be dealt with separately. We will continue to chase the lenders for you to obtain the final decision and if any of the cases are successful they will be invoiced once the offer is received.