Terms and Conditions

1. The agreement

1.1. Once you have read, understood and signed and returned our Letter of Authority and Fee Agreement which have accompanied these Terms and Conditions and we have received them, our agreement will start and we will begin work on your matter, subject to your right to cancel as outlined in paragraph 6. 1.2. If we are unable to provide our services to you, we will write to you to inform you that this is the case and there will be no legal agreement between us.

2. The service

2.1. We will request and gather information from you, which we believe to be relevant to your claim for Payment Protection Insurance (PPI), Repayment Option Plan (ROP), Payday Loan (PDL), Packaged Bank Account (PBA), Payment Break Plan (PBP) compensation. We will assess all of this information and if appropriate we will pursue a claim for compensation on your behalf. The claim will be for all of the premiums which you have paid, plus interest.

2.2. If we are able to pursue a claim for PPI compensation on your behalf, we will provide you with updates on our progress, in line with our usual procedures.

2.3. If your PPI claim for compensation is successful, we will collect any agreed compensation monies from the creditor and we will promptly forward the funds to you in full, or, we may deduct our fee and forward the remaining funds to you. In the event where the funds are sent directly to you from the creditor or in full from us, we expect that you will forward our fee to us subject to our terms outlined in paragraph 4.

3. Contacting you

We will contact you by post at the address that you have provided in the Letter of Authority. We may also contact you by telephone, email or text message. If your contact details do change, please ensure that you contact us immediately so we may update our systems. We will normally contact you between the hours of 9am – 5pm Monday to Friday, unless we need to contact you urgently.

4. Our Fee

4.1. There is a fee payable to Richardson Mail Limited on all successful cases where compensation has been awarded in any format, such as a cash refund or a reduction of your outstanding debts, whether with the creditor directly, or through a Debt Management Plan (DMP) or Individual Voluntary Arrangement (IVA). Our fee is 20% plus VAT. However please note that if you are a client in an IVA then our fee does differ, please see further details below in section 4.2.

4.2. If you are subject to a DMP the fee due for all compensation is 20% plus VAT. The fee for compensation if you are subject to an IVA is up to 30% plus VAT. If you are in an IVA or DMP then this may influence the way in which your compensation is awarded. If you are in an IVA then the compensation may be paid directly to your Insolvency Practitioner who is supervising your IVA rather than being paid directly to you. If you are in an IVA we will have a fee agreement with your Supervising Insolvency Practitioner (IP). It is your IP who will be responsible for our fee and not you. Please see the tables set out in section 4.5. on how your compensation could be paid.

4.3. Once we receive the compensation offer from the creditor, we will forward to you a copy of the offer in writing along with our invoice. We will contact you directly via telephone and text message to confirm the compensation offer and explain when our fee is due. Our fee must be paid within 14 days of the compensation funds being cleared in your account. Should the compensation amount be used to reduce your outstanding debt, our invoice must be paid within 14 days of the funds being applied to your outstanding debt.

4.4. If you are in financial difficulty or if you struggle to pay our invoice, please contact us immediately so that we can arrange a payment plan.

4.5. Please see the below examples of how your compensation may be paid:

Example 1 – Compensation paid to you.
Total Compensation awarded – £1,000
Our Fee @ 20% + VAT, that you pay – £200 plus VAT (£40) = £240
You are left with – £760

Example 2 – Compensation is partly used to set off arrears you have on your finance.
Total Compensation awarded – £3,000
Arrears Amount – £1,500
Amount set off against your arrears – £1,500
Leaving you with an actual balance of – £1,500
Our Fee @ 20% + VAT, that you pay – £600 plus VAT (£120) = £720
You are left with – £780

Example 3 – Compensation completely used to set off arrears you have on your finance.
Total Compensation awarded – £4,000
Our Fee @ 20% + VAT, that you pay – £800 plus VAT (£160) = £960
This is the amount you have to pay – £960

5. What we expect from you

5.1. We would expect from you that all relevant information and forms that we may request from you are completed and returned to us as soon as possible, and for this information to be true, accurate and complete. Should any of your personal circumstances change, for example if you change your name, please notify us immediately so that we may update our systems and provide the correct information to the creditor.

5.2. We would expect for you to sign and return these Terms and Conditions along with the Letter of Authority and Fee agreement once you have read and understood them.

5.3. We would expect for you to pay our fee within the required time scale, as outlined in paragraph 4.

6. Cancelling the Agreement

6.1. You shall have the right to cancel or terminate this agreement within the 14 day cooling off period from when you have signed our Letter of Authority. If notice is received within this 14 day cooling off period, then our agreement will be concluded.

6.2. You may cancel our agreement after the 14 day cooling off period, but you must do so in writing and you will be charged for any work undertaken during this period with a one off administration fee of £50.

6.3. Any cancellation made in accordance with section 6.2. above, must be communicated by email to enquire@richardsonmail.co.uk or in writing  addressed to; The Customer Relations Manager, Richardson Mail Limited, Stamford House, Northenden Road, Sale, M33 2DH.

6.4. We will acknowledge your written cancellation within 2 working days from receiving it. If you do not receive an acknowledgement within 1 week, please contact our Customer Relations Manager using the details given in section 6.3. above to check that your cancellation has been received. You may also contact us via telephone to confirm this on 0161 905 1308.

6.5. We may end this agreement with you by giving you 14 days written notice at any time. In which case, no fee will be payable to us by you.

7. Complaints

7.1. We aim to provide you with the highest standard of service in line with these Terms and Conditions. However, if at any time you do wish to make a complaint about any part of the service we have provided, please contact our Customer Relations Manager either by telephone on 0161 905 1308, via email enquire@richardsonmail.co.uk or by post: Richardson Mail Limited, Stamford House, Northenden Road, Sale, M33 2DH.

7.2. We will investigate all complaints as carefully and as quickly as possible and we will look to bring your complaint to a close in a way which satisfies you.

7.3. Once your complaint has been received, we will provide you with a written acknowledgement within 5 working days and we will attempt to provide you with a full response within 4 weeks. If we do need more time to investigate your complaint, we will let you know in writing and will then provide you with our full response within 8 weeks.

7.4. If you have received our full response to your complaint and you are not satisfied, or a response has not been received by you within 8 weeks, you may refer the complaint to the Legal Ombudsman PO Box 6806 Wolverhampton WV1 9WJ. Or by email: enquiries@legalombudsman.org.uk  or by telephone on: 0300 555 0333.

8. Confidentiality

8.1. Unless it has been deemed necessary or you have given us permission, we shall not, without your prior written permission, disclose any confidential information about your personal or financial satiation to other people or organisations except: – Our employees, agents and subcontractors who need to know this information in order to provide the services to you, and; – Other professional advisors who we may need to consult about our work.

8.2. We shall make sure that all of our employees, agents, subcontractors and professional advisors understand that they must keep to the requirements of confidentiality that we have a duty to meet.

8.3. All of the information that we gather and hold for you as a result of providing our services to you is our property. We will treat it as confidential information and hold it in line with our policies and procedures.

9. Privacy and Data Protection

9.1. All personal data will be held in accordance with the terms of our privacy policy, this can be found on our website www.richardsonmail.co.uk or you can request a copy of this from our Customer Relations Manager at enquire@richardsonmail.co.uk .  All data is held in accordance with the provisions of the Data Protection Act 1998.

9.2. By signing the Letter of Authority this will be deemed as your acceptance of our privacy policy.

9.3. You agree that we may process your information in whatever way is necessary to enable us to carry out your instructions. We may disclose your information to such advisors including solicitors or other organisations as we believe is necessary to enable us to provide our services. We may also hold your information on our files for as long as necessary to provide the services, or in line with our policies which currently state that we may hold information for six years – whichever is deemed to be the longest.

9.4. If you require the information which we hold about you, you may request this information in writing to our Customer Relations Manager using the details outlined in section 7.1. above and this information will be securely posted to you.

10. Law and Jurisdiction

Relevant UK law will apply to this agreement.