Here you will find our frequently asked questions and hope these help to answer any queries you may have. If find you would like to discuss your eligibility for a claim or have any other questions, please feel free to call one of our expert advisers.
Is it a genuine no win no fee service you provide?
Yes, absolutely. There is nothing to pay upfront or while your complaint is ongoing. It really is a genuine service and you will only need to pay if you receive compensation.
Are there any catches or upfront fees?
No. Our only requirement is that in the event compensation is paid settlement of our fees is made promptly and within 14 days of being compensated. As you can appreciate because of the way in which we operate we require prompt settlement. If payment is not made in a reasonable timescale we may take legal action to recover fees if this becomes necessary. Our fee is 20% plus VAT on a no win no fee basis.
What if I don’t have my policy or investment details anymore?
No problem. The insurer will usually keep your details and it may help if you do not have your plan number to note your old addresses and date(s) of birth on the authority form we have enclosed.
How long does the process take?
Our initial step will be to obtain information regarding your plan or investment from the insurance company which can take between 2 to 4 weeks. With some insurance companies this can longer as we experience administration problems with certain companies. In terms of the investigation every case is different but the insurer is required to complete their enquiries within 8 weeks of receiving it and the complaint can be referred to the Financial Ombudsman Service (FOS) if the investigation outcome is not issued by the 8 week time limit. If the complaint is referred to the FOS the case could take longer to complete (due to their volumes). It may in some cases be possible to escalate the process quicker if you are able to demonstrate that you have financial or health problems.
Can I pursue the claim myself?
Of course. However, by engaging our services you are benefiting from our experience of the financial services rules and regulations and we are also able to rely on precedents from similar cases. This is particularly useful when a complaint is referred to the Financial Ombudsman Service. We are happy to provide you with examples of successful cases where we have secured compensation for our clients. Keep in mind that it is difficult (sometimes impossible) to have a second chance to claim.
Is it possible to obtain compensation and keep the plan going?
Yes we have in many cases obtained compensation and secured replacement cover with the same company or allowed the existing plan to continue with compensation being paid as well.
Do you get paid the compensation and then take your fees and pay us the balance?
We do not handle client money so even if the insurance company send us a cheque it will be payable to yourself. Alternatively some insurers credit your account directly and payment is then made to us. It is up to you then to settle your account with us.
Can I take the compensation and keep the investment plan/going?
Yes this is possible in a number of cases especially where you want the cover to stay in place because of health reasons.
I have signed the papers so there can’t be a case can there?
Wrong. Signing up does not mean the advice was suitable and it is up to the firm to prove the advice was sound.
Is my money safe?
Yes 100% because compensation is paid directly to you and you then settle with us. This is where we are different to a lot of other firms.
Why are you different to the others in the market place?
Well for a start your money is safe as explained above. Secondly we provide a bespoke response to the complaint. Unlike other companies who just fire off a letter of complaint straight away we prepare ourselves first by requesting papers from the company to scrutinise the advice. We then make the case.
What if I cashed the policy or investment in or it matured?
It makes no difference, you could still have a valid claim, even if the plan made a small gain.
Do you comply with the Data Protection Act?
Yes we comply fully with this.