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FREQUENTLY ASKED QUESTIONS

> How do I go about pursuing a claim and what information do I need?

What information you need to provide will depend on the type of claim and the company you are claiming against. As a minimum we will need the account details of the product to which your claim relates. Some companies may require additional information in the form of a questionnaire - which may be their own or the form used by the Financial Ombudsman Service (''FOS''). In some cases, we many need a copy of the original agreement which you signed.

In order to pursue a claim on your behalf, we will need written authority from you. We will try and complete any forms or questionnaires for you from the information that you have provided to us before we send it to you to check and sign.

If you receive any offers for compensation, we will consider these and make sure that they are accurate and fair before you sign any acceptance. If your claim is rejected, we will consider the reasons for the rejection and if it is appropriate, will escalate your claim to the FOS for final adjudication.

The decision of the FOS is binding on the company against which you have a claim.

> Who will you share my information with?

We will only share your information with the companies involved in your claim and the FOS, where appropriate. Please refer to our Privacy Policy for details on how we collect and use personal data.

> What procedures will you follow and how long will the claim take?

We will ask you for detailed information in relation to the circumstances surround the sale of the financial product which your claim is about and if there is a claim, we will pursue it on your behalf based on this information.

Clear timescales and parameter have been set out by the FOS in relation to dealing with claims. A company against which a claim is made is required, typically, to acknowledge the claim within 4 weeks of receiving it and must provide a final response to the claim within 8 weeks of receiving it. If your claim has been rejected by the company and has been escalated to the FOS, it may take longer.

> What procedures will you follow and how long will the claim take?

We will ask you for detailed information in relation to the circumstances surround the sale of the financial product which your claim is about and if there is a claim, we will pursue it on your behalf based on this information.

Clear timescales and parameter have been set out by the FOS in relation to dealing with claims. A company against which a claim is made is required, typically, to acknowledge the claim within 4 weeks of receiving it and must provide a final response to the claim within 8 weeks of receiving it. If your claim has been rejected by the company and has been escalated to the FOS, it may take longer.

> Will the company I am claiming against contact me direct?

Usually, once they have received the Letter of Authority where you authorise us to act on your behalf, the company will contact us on your behalf. However, in some cases, they will contact you directly. You SHOULD always refer them to us and we will ensure that we deal with their enquiry appropriately

> How do I raise a complaint if I am not happy with your service?

We at Reclaim Specialists are proud of the customer service that we offer. If, for any reason, you feel that you have not received the best service from us, we would like to know about it so we can put it right. Please contact us as set out in our Complaints Process.

> How much will pursuing a claim with you cost me?

We have no upfront fees and work on a ''No Win No Fee'' * basis. Our fees are detailed in our Terms & Conditions. We have a standard fee of 15% + VAT in respect of all PPI claims and a fee of 25% in respect of all other products.

There is no requirement to purchase legal expenses (or similar) cover. You will not incur any additional costs or premiums because we will work to pursue the claim with the company or the FOS.

*Please note that once a claim has been sent to the company to which your claim relates, a fee may be payable if you decide to cancel or withdraw the claim.

> How much compensation could I receive?

Just to be clear, ''compensation'' includes any sums paid or awarded as calculated at the time of the award a result of the claim or any reduction in the balance of an outstanding loan resulting from the claim. For example, if you are awarded £1,000 in compensation for a PPI claim, our fees would be £ 180 (including VAT) and so you would receive £820.

If we pursue more than one claim for you, Fees would be payable in respect of the compensation which you are awarded for each of the claims.

If any compensation which is recovered is not payable to you (for example, if you are subject to an Individual Voluntary Arrangement), then, unless we agree otherwise in writing, our fees will be payable by you.

More information is available in our Terms and Conditions.

> If I make a claim, will it affect my relationship with the company?

It should not. You are fully entitled to claim back your money if you have been mis-sold a product.

> I can't find an answer to my question

If you are unable to find an answer to your question here then please contact us on 0203 0053255 or email us at info@reclaimspecialists.co.uk We will help you with any enquiries you may have.