Summary of Service

Mis-sold Expert will assess whether your claim has a reasonable prospect of success (more than 51%) by obtaining information from the provider and you. If we consider your claim is valid, we will raise a formal complaint to the provider and, depending on the response, may progress your complaint to the Financial Ombudsman Service (“FOS”), or introduce You to a partner law firm who can progress your case. Throughout the process we will liaise with the provider on your behalf, sharing relevant information You have given us, and use reasonable endeavours to negotiate a settlement of the claim for You. If the claim is unsuccessful, we or the solicitor will advise You on the options available.

What Steps You Will Need to Take

• Read all the documentation we send to You.
• Provide us with all appropriate and available information relating to your claim as soon as possible.
• Let us know any previous names and addresses to help the provider locate your account(s).
• Notify us of any contact You receive from the provider.
• Complete, sign and return any documents we send You.
• Answer the questions we ask to help us assess the merits of your claim and prepare the complaint.
• Tell us promptly if the provider contacts You directly to try and settle your claim.

How We Will Keep You Updated

We and/or the solicitor will update You at key stages of your claim by letter, telephone, email, or SMS. These stages include (but are not limited to):

• Information request being submitted to the provider.
• Submission of your complaint.
• That we are chasing the provider for a response to your claim.
• Acknowledgement of your claim by the provider.
• The provider’s decision, upheld or rejected.
• That we consider your complaint should be handled by the FOS.
• Requests from us for additional information.

You will be updated at least every 6 months. In the majority of cases, contact will be more frequent and will be by email. You can inform us of the best way to make contact.

There isn’t a requirement to use a claims management company. Other options are available for You to pursue a claim for free yourself.

• Directly with the provider by yourself.
• Through the FSCS.
• If your entitled to legal advice, assistance and representation through membership of a trade union or under a contract of insurance
• Find a solicitor to run the claim for You.
• Through the Financial Ombudsman Service.

The FCA is currently consulting on the introduction of a free redress scheme for motor finance for affected consumers.

Fees

Our fees are based on the Gross Compensation Amount* we recover for You. A table of how Our Fee will be calculated in the event of a successful claim is shown below. The Fee illustration is not to be taken as an estimate of the amount likely to be recovered.

*Gross compensation is means the total before any tax is taken off, and before your provider makes any deductions to reduce or clear an outstanding balance You may owe them.

Termination

You have the right to cancel your agreement with us within 14 days of signing the terms without charge. If You terminate outside of the 14-day period, You may be charged for the work we have carried out at a rate of £80+VAT per hour and £10+VAT for each piece of correspondence. By signing the agreement, You give consent to start work within the 14-day period.