Terms & Conditions

PPI CHECK is a FREE, no-obligation service. To determine your PPI status, we will submit your PPI Check request to your lender via their pre-submission process. If no PPI is found, we will advise you of this, the case will be closed and there will be no charge to you. If the lender confirms that PPI was or may have been present, we will call you with a view to putting in a formal complaint to the lender. By agreeing to submit a formal complaint you are agreeing to the PPI Claim terms and conditions shown below. In the event of us offering the PPI Claim service and you do you not wish to proceed with the PPI Claim, we will close your case and there will be no charges for the work done.

PPI Check Timescales

On average, we receive a response to the PPI Check within 6 weeks from us issuing the request to your lender. Timeframes may vary dependent on the lender, and whether that lender requires further information in order to facilitate your check. PPI Check is a FREE service with no obligation to proceed following the check, if you do wish to proceed to complaint stage then the PPI Claim terms and conditions detailed below would apply. You are entitled to cancel this PPI Check service agreement at any point prior to a formal complaint being submitted.

PPI CLAIM – Should your lender confirm that PPI was or may have been present, we will contact you to confirm whether or not you wish to proceed with the PPI Claim process. Should you wish to do so, we will complete a complaint pack in preparation for a complaint submission. By completing this complaint pack, you are agreeing to the PPI Claim terms and conditions as below. These terms and conditions supersede the PPI Check terms and conditions above. Upon being offered our PPI Claim service, should you decide not to proceed, we will close your case and there will be no charge to you. You are able to make a PPI complaint directly yourself, however we aim to make the process as smooth as possible for you. Your complaint will be submitted to your lender via our complaint process. If unsuccessful we may refer your case to the Financial Ombudsman Service. We will not use the Court Service and will not risk costing you any money other than our charges as detailed below:

Fees Explained

Our fees are 20% + VAT°* (at the prevailing rate) of the total PPI/commission redress offered by your lender, prior to HMRC’s deduction. If we do not recover you anything, you don’t pay us!

*Our fees are subject to Regulatory Change and will be charged at the prevailing maximum rate; however, we will never charge you in excess of 20% + VAT°. Contracts entered into prior to 11th June 2018 are chargeable at the rate outlined in such contracts.

PPI Claim Timescales

Our average PPI mis-selling claim can take between 8-16 weeks from the date of the lender’s acknowledgement to a decision being made. Please note that delays to this process may occur if the Lender requires further information in order to investigate your complaint. Also, if the Lender rejects your claim, your case may be referred to the Financial Ombudsman Service (FOS), in which no time frame can be given at this stage, you will be advised of this timeframe should your case be sent to FOS (if applicable).

Example of Our Fees

We recover you £1,500.00 from your Lender. HMRC deduct £100 for income tax. Our fees on this would be £360.00 (20% = £300.00 vat = £60.00) We will ask the Lender to investigate all PPI that you may have purchased. Should any cases be upheld, the charges of 20% + VAT° will be payable by you. Some providers will also pay 8% Statutory Interest; please be advised that this payment is subject to income tax. Gladstone Brookes fees are due on the total amount of redress prior to HMRC’s deduction. In some instances, your Lender may decide to reinvestigate your complaint. If this results in your claim being upheld, you will still be liable for our fees.

I Have an On-Going Policy

If your PPI is found to have been mis-sold and your lender makes an offer of redress, any PPI attached to the policy will be cancelled and you will no longer have the PPI cover in place.

My Loan Is Still On-Going

If your PPI is found to have been mis-sold and you are still paying the loan; your settlement may come in 2 parts.

  • Part 1: You will be refunded all of the premiums you’ve paid into the policy to date, along with the interest that you have incurred and in many cases, a further interest of 8% on this figure.
  • Part 2: In addition, the premiums that you will pay during the remainder of your loan will be removed from your loan and your monthly payments will be reduced accordingly.

Cancellation Period

You are free to cancel within 14 days from the date that you instruct us to make a PPI claim on your behalf; there will be no charge. After the 14-day cooling off period has lapsed, cancellations may be charged at an hourly rate of £50 per hour for the work completed. Should you wish to cancel, you can complete our online cancellation form at www.gladstonebrookes.co.uk, phone us on 01925 563940 or email cancellations@gladstonebrookes.co.uk, or by writing to us at Gladstone Brookes, 47 Museum St, Warrington, Cheshire, WA1 1LD. Please note, if you wish to cancel after an offer has been made by your lender, you will be liable for our fees of 20% + VAT° of the total redress offered by your lender.

Downloadable Cancellation Form

Electronic Cancellation Form

Full Name*

Email Address*


Reason for cancelling

To allow us to process the PPI claim, we require you to:

  • Provide us with as much information and documentation as you have about your policy, and return to us with any information that we need from you
  • Tell us if you move house or change contact detail
  • Tell us if the Lender contacts you directly
  • Allow us to deduct our fee before forwarding the balance to you. If payment is sent directly to you by the lender, you will satisfy our fees within 7days


1. Refund of premiums/commission £1,500

2. Reduction of loan £400

3. Income tax deduction £100

4. Total amount recovered £2000 our fees would be £480 (20% – £400, VAT – £80)


A. Refund of premiums/commission=£1,000

B. Payment to arrears=£400

C. Income tax deduction £100

D. Total offer amount=£1,500

E. Cash payment to you=£1,000

F. Fees of 20% + VAT° = £300 Fees + £60 VAT= Total to pay £360



Q – What is a successful case?

Your claim will be deemed as successful if you are awarded a return of any of the money that you have paid, in respect of the PPI policy, or in respect of any unfairly undisclosed commission involved in the sale of your PPI. This will be awarded to you via a lump sum payment or an amendment of your existing loan term. The payment method adopted will depend on your circumstances. Please note that should your account be in arrears then there is a possibility that any award will be used to clear these arrears.

Q – How are the fees paid?

You are responsible for the payment of our fees. These fees should be paid from the amount that you are awarded. If you owe us fees on any complaint that we have pursued on your behalf, we reserve the right to offset any redress you receive against your debt to us, regardless of whether redress relates to another complaint we have pursued for you.

Q – Commission?

If it is found that the amount of undisclosed commission involved in the sale of your PPI policy was unfair, you should receive: A refund of any undisclosed commission above 50% along with the interest that you have incurred on this, and in many cases a further interest of 8% on this figure.

Q – Failure to pay fees?

If we recover your money and you don’t pay our fees, we have the authority to validate your application details with a Credit Reference Agency. We also reserve the right to perform a trace search on you if you fail to comply with the terms set out in your agreement to assist in recovering our fees.

I Am Claiming on A Credit Card

If the credit card we have complained about has an outstanding balance, your redress may be utilised to reduce your balance. We expect to receive 20% + VAT° of the total redress offered by your lender. You are able to use the Credit Card in question to satisfy our fees.


1. Refund of premiums/commission £300

2. Reduction of card balance £150

3. Income tax deduction £50

4. Total offer amount=£500

5. Cash payment to you=£300

6. Total amount recovered £500 our fees would be £120 (20% – £100, VAT – £20)



Gladstone Brookes Limited: Regulated by the Claims Management Regulator in respect of regulated claims management activities; Its registration is recorded on the website www.claimsregulation.gov.uk (CRM7004). Registered with the Information Commissioners Office, Registration number: Z9988740. Calls may be recorded for training and security purposes.

Customer Satisfaction

We continually strive to improve the level of service that we provide to our clients. As such, you may receive an invitation to participate in a customer satisfaction survey via Feefo, Survey Monkey, email or Facebook.


If you’re at all dissatisfied with the service, please write to our Complaints Manager, 47 Museum Street, Warrington WA1 1LD, by email at enquiries@gladstonebrookes.co.uk or call 0333 323 4407. You can view our complaints procedure here. They will respond within 2 days and look to resolve any issues as soon as possible. If you remain dissatisfied, you can contact the Legal Ombudsman Service at PO Box 6804, Wolverhampton, WV 9WG

Data Protection

All of your data is controlled & processed in accordance with the General Data Protection Regulation & will be used to help us process your case. Your files are kept for up to 7 years & will be returned to you upon request. Our Privacy policy can be located at www.gladstonebrookes.co.uk/privacy-policy/

Using Companies To Process Your Information Outside The EEA

All countries in the European Economic Area (EEA), which includes the UK, have similar standards of legal protection for your personal information. We may run your accounts and provide other services from centres outside the EEA (such as South Africa) that do not have a similar standard of data protection laws to the UK. If so, we will ensure that any of your information held is to be protected to at least UK standards.