Definition of Terms
“The Company” means Hall and Hanley Limited. “You”, “I”, “We” means the person or persons entering into a “Contract” for the provision of the “Services” of the Company. “Contract” means the signed authority & agreement between “You” and the Company relating to the supply of the services incorporating these terms of business. “Services” means all or any of the services as specified in the Contract.
What Hall and Hanley will do for you:
- Hall and Hanley will assess your case and, if appropriate, pursue a claim for redress on your behalf in respect miss-sold payment protection insurance for all claims which Hall and Hanley are instructed by the client and any and all which Hall and Hanley discover during their investigations on behalf of the client.
- Hall and Hanley will act as your agent with full authority to process and administer your claim to seek redress.
- Hall and Hanley will evaluate the redress offered to you and let you know if we consider the sum put forward is fair.
- At our discretion, Hall and Hanley will pursue your claim through the Financial Ombudsman Service, the FSCS or the law courts.
What Hall and Hanley will not do:
- Hall and Hanley will not accept an offer that we believe is unfair.
- Hall and Hanley will not give you financial advice.
What the Company expect from you:
- To provide all relevant information so that the Company can pursue your claim.
- To provide the Company with authority to receive all information and enter into all negotiations on your behalf in relation to miss-sold payment protection insurance.
- If an outstanding balance is due on the account (arrears) Hall and Hanley will send an invoice for the services provided which in accordance to Section 4 is payable within 14 days.
- ***Our fee is 20 %+VAT 20% of the total redress amount received on all claims(e.g. Compensation £2000, cash received £2000, balance reduced £0, fee payable £400 +£80(VAT) leaving you with £1520.) (e.g. Compensation £2000, cash received £1500, balance reduced £500, fee payable £400 +£80 (VAT) leaving you with £1020) (e.g. Compensation £2000, cash received £1000, balance reduced £1000, fee payable £400 + £80 (VAT) leaving you with £520)
- The Company does not charge a fee if no redress is awarded.
- If an invoice is sent to you for the services provided, this can be paid by Credit/Debit Card, Bank Transfer or Cheque within 14 days of the date of invoice.
- You agree to pay the fee within 14 days of receiving our invoice. Any outstanding balance beyond this date will accrue interest at 8%.
- Should payment remain outstanding beyond 30 days we reserve the right to pass your case onto a debt collection agency who will attach further charges to our fees. Should your case be passed to a debt collection agency we cannot accept or negotiate any payments directly.
Cancelling this agreement:
- You have the right to terminate the contract by giving written notice to Hall & Hanley within 14 days of signing this Contract. Notice should be made in writing to Hall and Hanley and sent by recorded delivery. There will be no charge if you cancel within 14 days.
- *In the event that the Client terminates the Contract after 14 days a termination fee may be payable which based upon £50 per hour on the time spent on your case.
These Terms of Business shall be governed by, and construed in accordance with, English Law.
The Courts of England & Wales shall have exclusive jurisdiction in relation to any claim, dispute or difference concerning these Terms of Business and any matter arising from them. Each party irrevocably waives any right it may have to object to an action being brought in those Courts, to claim that the action has been brought in an inconvenient forum, or to claim that those Courts do not have jurisdiction.
At Hall and Hanley LTD excellent customer service is something that we strive to maintain and exceed. Any complaint received is taken very seriously and is dealt with professionally and courteously in accordance with our internal complaints procedure. Our internal complaints procedure is designed to resolve our clients’ concerns quickly and efficiently. Complaints may be made in writing or by e-mail ([email protected]) or by telephone (0161 960 0257)
In respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
In the unlikely event you need to make a complaint, please write to:
Hall and Hanley LTD
40 Princess Street
Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.
How to contact us if you want to make a complaint
You can make a complaint verbally or in writing:
Letter – Hall and Hanley LTD, Imex house, 40 Princess Street, Manchester, M1 6DE
Telephone – 0161 960 0257
Email – [email protected]
Acknowledging your complaint
We will send an acknowledgement within 5 business days from receipt of your complaint.
We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.
Investigating your complaint
Your complaint will be investigated by the customer services manager and overseen by the compliance officer. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have the authority to settle the complaint.
If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.
Informing you of our decision
We will write to you with a full account of our investigation and our decision.
If you are not satisfied with our final response you may refer your complaint to
The Legal Ombudsman Service within 6 months of the date of your final response at:
PO Box 6806,
Phone on: 0300 555 0333 (Lines are open 9am – 5pm Mon to Fri),
email to [email protected]