If
your question isn't answered below, please contact one of our Claims
Handlers
on 01622 356 910 (Monday to Thursday from 9am to 5.15pm and
Friday
from 9am to 4.30pm) who will be happy to help.
Alternatively send an e-mail to info@claim2gain.com or
complete
our Contact Us form and we will be happy to answer
your query.
If you have a complaint about a financial service or product you can
make a complaint through the Company's Internal Complaints Procedure
and ultimately take the complaint onto the Financial Ombudsman Service.
However this process can be time consuming and complicated and must be
made in the correct manner and on the right basis (the sale must have
contravened the regulations set by the financial services regulators,
the Financial Services Authority (FSA)).
If you don't want to take on your bank/loan/credit card company Claim 2
Gain can make the claim on your behalf and deal with the whole
process. We have the experience of dealing with financial services
companies on a daily basis. We know what information should have been
given to you and in what format and after assessing your case will know
on what basis to make a complaint to ensure you have the very best
chance of winning. If necessary we will take your complaint to theFinancial Ombudsman Service and ensure your case is presented and
argued in the best possible way.
A very high proportion of complaints are initially rejected after a
complaint is made, many people accept this initial rejection and don't
make any further appeals. However we know that many of these initial
decisions are wrong and will never accept a decision without
investigating each case thoroughly. We are also aware that many
companies will make offers of compensation or refunds that are wrong
and based on nothing more than 'what they think they can get away
with'. At Claim 2 Gain we know how much you should receive, how your
redress should be calculated and most importantly how it should be
paid. The Financial Ombudsman Service WILL NOT check your offer of
compensation and WILL NOT determine whether the payment is being made
in the correct way or not, so if you want to be 100% sure you are
getting the right refund paid to you in the right way we can help.
Our No-Win, No-Fee service does exactly what it says. If we complete
your case and you don't win any form of refund or compensation, you
don't pay us a penny.
We do not charge upfront fees, including 'review fees' and will only
request payment of our fees once your refund or compensation has been
made.
In the unlikely event that you want to cancel our services after we
have started your claim and we have not received a Final Decision
and/or the complaint can be progressed further we reserve the right to
charge a Cancellation Fee in accordance with our Terms of Business
(clause 13.4).
Our
fee structure is simple; we charge a fixed fee of 25%, plus VAT (at the
prevailing rate), of any amount offered or refunded to you. Unlike many other companies we DO NOT charge
on any amounts that are used to reduce your future loan repayments (in
the
case of claims for the refund of Payment Protection Insurance) and
we
DO NOT keep all the interest paid to you.
Example:-
Claim Example
Claim Through Claim 2
Gain
Ltd
Claim Through A N
Other
Company
Amout of Loan
£10,000
PPI amount borrowed
£3,000
Term of Loan
10 Years
Term remainig
7 Years
Total Refund offered
(including interest)
£1,000
Amount used to reduce
future
repayments
£2,500
Fees payable
£300.00
(inclusive of
VAT)
£881.25
4. How is the refund or compensation amount calculated?
The guidelines on how refunds or compensation must be calculated are
fixed by the financial services regulators, the Financial Services
Authority (FSA). Where a complaint is upheld a client must be put
back into the same financial position they would have been in had they
not taken the mis-sold or disputed product/service in the first place.
In layman's terms this means you should be paid back the amount you
have been 'overcharged' for taking out the policy you didn't want or
didn't need in the first place. If the policy is a PPI policy linked
to a loan, you should recieve a refund of the premiums you have paid,
plus any interest paid, plus interest for the mis-selling of this
policy. If the loan has been repaid in full this will mean you are
entitled to a FULL refund of the premiums you have paid, plus interest
charged at the same rate as the loan, plus further interest for the
loss in paying for this policy. If the loan has not been paid in full
you will be entitled to a full refund of the premums you have paid to
date, plus associated interest and the remaining amounts you would have
had to pay for the PPI should be removed from the loan therefore
reducing your future loan repayments. These calculations can be
complicated and the Financial Ombudsman Service WILL NOT check these
calculations for you. We will and will advise you immediately if we do
not agree with the way in which the refund is being calculated or paid.
5. I am in an IVA (Individual Voluntary Agreement), a Debt Management
Plan, behind with my payments or have been declared bankrupt. Will
this affect my claim?
If you are in an IVA (Individual Voluntary Agreement), a Debt
Management Plan or have ever been declared bankrupt (whether discharged
or not) or are simply behind with your payments you can still make a
claim. However the way in which any refund or compensation will be
paid will be affected and you may not recieve a full cash refund and
our fees will remain payable. If you are behind with your payments we
highly recomend you contact us BEFORE making a claim in order that we
can advise you accordingly. Making a claim of this nature could help
to ease your debt issues, however this should not be considered as an
alternative to taking Debt Advice and we highly recommend reviewing
your entire debt levels with a qualified Debt Management Company before
making a claim. If you need advice on debt issues please we highly recommend you contact a qualified Debt Management Company or talk to a debt charity such as the CCCS or the Citizens
Advice Bureau.
6. I no longer have the loan/credit card I want to complain about?
If you have repaid your loan in full you can still make a claim for a
refund of the PPI premiums you have paid as long as the loan was repaid
within the last 6 years. If your loan was taken out over 6 years ago,
but has not yet been repaid, YOU CAN STILL MAKE A CLAIM.
If you are looking to reclaim any charges applied to your credit card
we can reclaim these charges over the last 6 years, however due to the
Statute of Limitations Act we cannot go back any further than this.
If you have any questions about timescales or about whether your claim
can be made please contact us via the telephone, e-mail or post and we
will advise you accordingly, without charge.
There are set timeframes in which a complaint should be dealt with,
however each case is dealt with on its own merits and although some
claims can be settled in a matter of weeks some cases take much longer.
At present our average claim is taking just over 4 months from the
initial complaint being made to the cheque being sent. At present most
banks, credit card and loan companies are being inundated with claims
and have had to employ additional staff to deal with these complaints.
We expect this timeframe to continue dropping and have high
expectations that this average timescale will reduce to approximately 3
months in the very near future. Unfortunately we are unable to give
any definite timescales for any claims, however our dedicated Claims
Handlers are available to give you information about your claim during
our office hours and we will keep you updated on any major developments
in your case as soon as they occur. We don't get paid until you do, so
it is in our interests to make your claim as quick and as simple as
possible and we will do all we can to minimise the delay in you
receiving YOUR money.
If you have already made a claim and you
have received a rejection from your bank or loan company we may still be able
to help. You have a limited amount of time to take the claim further so
you should contact us as soon as possible. If possible we would like to
see the Final Decision that has been made, but if that is not available this
does not matter. If we can take your claim further we will most likely
take your claim onto the Financial Ombudsman Service, which you can do
yourself, and will deal with the claim on your behalf. If your complaint
is upheld by the Financial Ombudsman Service they WILL NOT check the offer and
WILL NOT ensure you receive the correct refund, however WE WILL and WE WILL
ensure you receive the correct refund and that the refund is paid in the
correct way. If we review your claim and find that we cannot take it any
further, for whatever reason, we will not charge you for reviewing your
rejection.
9.
What if the company who sold my policy has
ceased trading?
If the company who sold your PPI policy
has ceased trading and your policy was sold on or after the 14th January
2005 you can take your claim onto the Financial Services Compensation Scheme, alternatively
you can ask us to deal with your claim for the mis-selling of your Payment
Protection Insurance policy.
Any company offering Claims Management advice must be regulated to
conduct claims management activities under the Compensation Act 2006.
Claim 2 Gain Ltd are regulated by the Ministry of Justice in respect of
regulated claims management activities. Our authorisation number is
CRM2850. This can be checked at the Ministry of Justice website www.claimsregulation.gov.uk
Claim 2 Gain Ltd also holds a Data Protection Act licence under licence
number Z843557X. This can be checked with the Information
Commissioner's Office.
Claim 2 Gain Ltd also adheres to our own professional standards and
operates according to best practice. For example, we have a strict
policy never to cold call members of the public to sell our services.
11. What if I have a complaint about Claim 2 Gain Ltd?
Claim 2 Gain is dedicated to making sure we offer the best level of
service possible to all our clients all of the time. We work hard to
ensure our staff are fully trained in dealing with complaints and can
offer the advice and assistance required at every stage. However we
recognise that sometimes things go wrong and have an internal
complaints procedure in place to deal with such occurrences. In the
unlikely event that you need to make a complaint about the services
provided by Claim 2 Gain Ltd, please write, within 6 months of the date
of the act of which you are complaining or within 6 months of the date
at which you were aware there was a problem, to:
Matt Lucock
Head of Complaints
Claim 2 Gain Ltd
19/21 Albion Place
Maidstone
Kent
ME14 5EG
Or send your complaint by e-mail to customerservices@claim2gain.com
Once your complaint has been received, in writing by post, fax or
e-mail, you will receive an acknowledgement within 5 working days,
either by post, fax or e-mail. Our customer services department will
then thoroughly investigate your concerns and will issue you with a
final decision within 4 weeks. If we are unable to provide you with a
final decision within 4 weeks, for whatever reason, we will write to
you to confirm why we are unable to complete the investigation within
this time. If we are unable to issue you with a final decision within 8
weeks we will write to you again confirming why we are unable to
complete your investigation and will offer you the right to refer the
complaint to the Claims Management Regulator if you are dissatisfied
with the delay.
Where your complaint is upheld and redress is appropriate we will
provide you with fair compensation for any acts or omissions, for which
we are responsible, and will provide redress to you at a level that is
agreeable to you. Redress may not in all instances include financial
redress.
If, upon receipt of our final decision you remain dissatisfied with the decision please write to:
Matthew Whiting
Managing Director
Claim 2 Gain Ltd
19/21 Albion Place
Maidstone
Kent
ME14 5EG
Giving a full explanation of why you remain dissatisfied and clarifying
which points you wish to be reviewed again. A final decision will be
issued within 8 weeks of receipt of your complaint.
This is the final stage of our internal complaints procedure; however,
should you remain dissatisfied you have the right to refer your
complaint to the Claims Management Regulator, the Ministry of Justice
within 6 months of the date of our final decision letter. The regulator
can review the handling of the complaint and give further direction on
the handling of the complaint; however he cannot determine a complaint
or award compensation.
The Claims Management regulator can be contacted at:
Claims Management Regulator
57-60 High Street
Burton upon Trent
Staffordshire
DE14 1JS
