1.1. Once you have read, understood, 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. 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 agreement between us.
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 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 compensation on your behalf, we will provide you with updates on our progress when we receive any final decision from your creditor at the very least we will provide you with an update every 6 months.
2.3. If your 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. 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.
We will contact you by post at the address that you have provided in the Letter of Authority. We also use a service called Omni-Sign which allows our documents to be signed electronically, these documents will be sent to you via email to
the address you have provided to us or a link via text message. 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. We do not engage in any high pressure marketing techniques. The services we offer are listed clearly in section 2 above.
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), Individual Voluntary Arrangement (IVA) or any other debt solution (e.g. bankruptcy, debt relief order, sequestration). Our fee is 20% plus VAT on the total amount of compensation awarded. We do not take any fees upfront and there is no fee should your claim be unsuccessful.
4.2. If you are in any form of debt solution this may influence the way in which your compensation is awarded. Your award may be off-set. 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 Richardson Mail will hold a fee agreement with your Supervising Insolvency Practitioner (IP). It is your IP who will be responsible for our fee and not you, unless your IVA fails or completes where our fee has not been paid in which in those circumstances you will still be responsible for our fee. 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. If you have outstanding debts with your creditor then the creditor may use any compensation to reduce the balance of your outstanding debt with them. This is known as “set -off”. In these circumstances our invoice must still be paid by you within 14 days of the funds being set-off, however if you are unable to pay please see section 4.4 below.
4.4. If you are in financial difficulty or if you struggle to pay our invoice, please contact us immediately so that we may discuss payment options with you.
4.5. Please see the below examples of how your compensation may be paid. This is for illustration purposes only and is not an estimate of the value of your claim and our fee could be higher or lower than the figures shown below dependant on the amount you are awarded;
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 off-set against your outstanding debt
Total Compensation awarded – £3,000
Outstanding debt balance amount – £1,000
Amount off-set against outstanding debt balance – £1,000
Leaving you with compensation of – £2,000
Our Fee @ 20% + VAT, that you pay – £600 plus VAT (£120) = £720
You are left with – £1,280
Example 3 – Compensation completely used to off-set against your outstanding debt balance
Total Compensation awarded – £10,000
Outstanding debt balance amount – £10,000
Amount off-set against outstanding debt balance – £10,000
Our Fee @ 20% + VAT, that you pay – £2,000 plus VAT (£400) = £2,400
You are left with – £0
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. In certain circumstances we may also require you to contact your creditors directly.
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.
6.1. 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 up to the moment that a settlement offer or compensation has been received. Should you wish to cancel you must do so in writing. Should a settlement offer or compensation be received, our invoice is required to be paid as outlined in section 4 above.
6.3. Any cancellation made in accordance with section 6.2. above, must be communicated in writing, either by email to email@example.com or via post addressed to; The Customer Relations Manager, Richardson Mail, Riverside, New Bailey Street, Manchester, M3 5FS.
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. 4
7.1. We aim to provide you with the highest standard of service. 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 firstname.lastname@example.org or by post: Richardson Mail, Riverside, New Bailey Street, Manchester, M3 5FS.
7.2. We will investigate all complaints as fairly and as quickly as possible in order to bring your complaint to a close.
7.3. Once your complaint has been received, we will provide you with an acknowledgement within 5 working days and we will attempt to provide you with a full response within 56 days. 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 as soon as possible thereafter.
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 Financial Ombudsman Service via telephone on 0800 023 4567, by post to Financial Ombudsman Service Exchange Tower, Harbour Exchange, London, E14 9SR or by using the FOS online complaint form – https://help.financial-ombudsman.org.uk/help
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 in line with Data Protection.
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 privacy and data protection policies.
9.3. 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.