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 the Financial 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 and we DO NOT keep all the interest paid to you.   See our What do CMC’s Charge page for more details and how this can affect the fees you pay.




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. I am in an IVA (Individual Voluntary Agreement), a Debt Management Plan, behind with my payments or have been declared bankrupt.




If you are in an IVA (Individual Voluntary Agreement), a Debt Management Plan 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.




If you have been declared bankrupt at any time, whether you have been discharged or not, it is highly unlikely that you will receive any cash benefit from making a claim and we therefore do not recommend using our services as we do not believe this would be in your best interests.  It is our understanding that any refund due to you would have to be declared to the Insolvency Practitioner dealing with your bankruptcy and it would be at their discretion how the monies should be distributed and our fees would remain payable by you.  For further information on how your claim would be affected you should contact your Insolvency Practitioner.




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.




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 Claims Management Regulator 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.




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 e-mail: info@claimsregulation.gov.uk Tel: 0845 450 6858.








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