Summary of Key Information

PPI Check

This Free Check aims to confirm if you had, or have, PPI with your lender for all products that you advise us of.

If the status is No PPI, you will be advised and we close the matter at no charge.

Where PPI is, or may have been, present, we will contact you to proceed onto the PPI CLAIM service.

PPI Claim

Where there is a reasonable belief that PPI is or may have been present, we will complete a PPI questionnaire with you, in order to present your PPI claim as accurately as possible.

The aim is to determine whether PPI was mis-sold on any and all products taken with your lender by presenting a formal complaint to be investigated.

We will liaise with you to gather appropriate information relating to your matter(s) before presenting a case.

If there is No PPI, you will be advised and we will close the matter at no charge.

Your Input

  • We need you to tell us if you have a change of details such as name, address or other contact details.
  • Let us know if the lender contacts you directly. To avoid delay, please return to us with any information that we need from you as soon as possible.
  • Provide us with as much information & documentation as you have about your policy to allow us to process a claim.
  • If you receive a rejection, offer or payment directly from your lender, please inform us as soon as possible so that we can advise appropriately.


Your Cancellation Rights – The PPI Claim can be cancelled within 14 days of agreeing to it at no charge. Any PPI check work undertaken will not be charged for however, if you cancel after 14 days of agreement, and if an offer has been made, our usual fees will apply. You can request cancellation by phone on 01925 320 814, email at or via our online form at or write to us at Gladstone Brookes, 47 Museum St, Warrington, Cheshire, WA1 1LD


  • May vary from time to time, on a case by case basis and are dependent on a number of factors, for example; lender backlogs or further information requests.
  • PPI CHECK: On average we receive a response to the PPI Check within 6 weeks of issue to the lender.
  • PPI CLAIM: A decision on a PPI Claim takes on average 8-16 weeks from the date of the lender’s acknowledgement.
  • Where the Financial Ombudsman Service (FOS) or the Financial Services Compensation Scheme (FSCS) is used, timeframes may vary considerably.

Our Fees

Claims Service Fees are 20% + vat (24%) of the total redress offered by the lender of any successful enquiry or claim. Lenders may offset refunds against outstanding balances. If the refund goes towards your outstanding debt our fees still apply. If the PPI Claim is unsuccessful, you will not be charged. You must settle our fees within 7 days of receiving funds. Interest on refunds may be subject to income tax which varies dependent on circumstances. Fee examples are for illustrative purposes only.

Other Methods & Services – You can also approach the Financial Ombudsman Service (FOS) or Financial Services Compensation Scheme (FSCS) for free if you wish them to review your case, if you have approached your lender first, and if it falls within their remit. Where Gladstone Brookes refers your case to FOS/FSCS, we will not charge any extra for such services.

Your Right to Cancel

The PPI Claim can be cancelled free of charge at any point within 14 days of us receiving your signed completed documents. You are still entitled to cancel this agreement after the 14-day cool off period has lapsed; however, 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 offer made. You can request cancellation by phone on 01925 320 814, email at or via our online form at or write to us at Gladstone Brookes, 47 Museum St, Warrington, Cheshire, WA1 1LD.

Downloadable Cancellation Form

Click here to download our Cancellation Form

Electronic Cancellation Form

Full Name*

Email Address*


Reason for cancelling


Gladstone Brookes Limited: Authorised and Regulated by the Financial Conduct Authority in respect of regulated claims management activity FRN:836772. Registered with the Information Commissioners Office, Registration number: Z9988740. Calls may be recorded for training and security purposes.


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.