The Road To Your Refund


Frequently Asked Questions

Q: Do I need to provide my documents?

If you have documents then it would be particularly helpful if you can send us copies. If not we will obtain them from the financial company. They are allowed to charge a £10 release fee which will be paid for by us, if we believe you could have a strong claim. If your claim is unsuccessful for any reason at a later date, you will not be charged for the £10 release fee.  

Q: How long will my claim take?

The firm that sold you the policy are required to resolve complaints generally within 8 weeks of receiving them. However, we may have to refer your claim to the Financial Ombudsman Service (FOS). There is a backlog of PPI cases at the FOS currently which may mean we have to wait 9-12 months for a decision. We will be doing all we can to get your claim completed as soon as possible.

Q: How much do I have to pay?

You won’t pay us anything unless we are successful in winning your claim, in which case you will need to pay us 30% + VAT = 36% of the total amount of redress offered. 

Q: How will my redress be paid?

Redress can be paid in a variety of ways. However your redress is paid, our fee is based on the total amount of redress that is applied, which includes cash payments and amounts offset against your loan or amounts used to restructure your loan. The examples below explain this in more detail.

Example 1 – Where all the redress is paid as “cash” benefit.

If you receive a settlement figure of £1000, our fee due is £360. This would mean a total payment to CCG of £360, leaving you with £640.

Q: How will I pay?

If we are successful in winning your claim we will send you an invoice for our fee of 30% + VAT = 36%. Once the funds have cleared in your account somebody from our payments team will contact you to discuss your preferred payment method. These include but are not limited to: Credit/Debit Card Telephone payment, online bank transfer, cheque, PayPal, postal Order or by visiting your local branch with our account information where they will make the payment on your behalf. We will not take any monies from you without your knowledge and consent.

Q: What happens after I pay?

Once your payment has been made in full and we have confirmation of this we will send you out a receipt via Email / Letter.

Q: Can you guarantee that my claim will be successful?

No-one can guarantee this. Remember, though, you don’t pay us anything unless we win!

Q: What if I’m not happy with the service you provide?

If you feel that we haven’t delivered then we want to hear from you. We have a full complaints handling procedure which is available here. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG, Email cmc@legalombudsman.org.uk Visit www.legalombudsman.org.uk/cmc Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

Q: Will I have to go to court?

We will help you with your claim right up to and including the Financial Ombudsman Service. We will not represent you in taking legal action. If you wish to take legal action you will have to arrange this separately and pay the costs yourself.