1. 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.
2. 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 reserve the right not to pursue a claim that does not have a good arguable base, is fraudulent or is frivolous or vexatious.
- 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.
3. 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.
4. 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.
5. Our Fees
- ***Our fee is 20 %+VAT 20% of the total redress amount received on all claims. For example:
- If £1,000 was recovered on your behalf, our fees would be £240.00
- If £3,000 was recovered on your behalf, our fees would be £720.00
- If £10,000 was recovered on your behalf, our fees would be £2400.00
Note that the above illustrations are not to be taken as an estimate of the amount likely to be recovered for you. The amount you will have to pay may be more or less than the illustrations.
- The Company does not charge a fee if no redress is awarded.
- If you outstanding liabilities, or are bankrupt or in an IVA or similar arrangement, some or all of the compensation award may go towards paying off the debt and the you may still have to pay our fee from your own funds.
- 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 the base rate of 0.75%.
- Should payment remain outstanding beyond 30 days we may, where appropriate, direct you to sources of free independent debt advice.
- If after giving you a reasonable period to pay the fees and charges we still have not received payment, 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.
6. Cancelling this agreement:
- You have the right to terminate the contract by giving written notice to Hall & Hanley within 14 days of The Company receiving the signed contract from you. 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.
7. Applicable Law
- These Terms of Business shall be governed by, and construed in accordance with, English Law. Only the Courts of England & Wales shall deal with any claim, dispute or difference concerning these Terms of Business and any matter arising from them.
8. Complaints Procedure
- 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.
- In the unlikely event that you wish to make a complaint, please put this in writing and provide this to:
Hall and Hanley Ltd.
1st floor, Building 4, Universal Square, Devonshire Street North,
Manchester, M12 6JH
The Company will acknowledge receipt of your complaint and look to resolve it within three working days.
Should the Company fail to resolve your complaint in three working days, we will investigate competently, diligently and impartially and provide a final response to your complaint in full within eight weeks.
Within our final response, we will explain our assessment of the complaint and our decision on it. If it is considered appropriate, we will offer redress or remedial action.
If the Company are unable to resolve the complaint within this time limit due to exceptional circumstances we will send a written response which explains why Hall and Hanley Limited has been unable to provide a final response, and when it expects to provide one, and in either case, send information about referral rights to the Ombudsman Service together with an explanatory leaflet.
Financial Ombudsman Service
If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to –
The Financial Ombudsman Service
Exchange Tower, London, E14 9SR
Telephone: 0800 023 4567
Email: [email protected]
If you want the Financial Ombudsman Service to look into your complaint, you can do so free of charge but you must contact them within six months of the date of any final response issued.
If you do not refer your complaint in time, the Ombudsman will not have our permission to consider your complaint and so will only be able to do so in limited circumstances. For example, if the Ombudsman believes the delay was as a result of exceptional circumstances.
Information Commissioner’s Office
If your complaint relates to our information rights practices and we are unable to resolve your concern, you can raise the matter with the Information Commissioner’s Office (ICO) by telephoning their helpline 0303 123 1113. You should raise the matter with the ICO within three months of your last meaningful contact with us regarding the complaint.
Hall and Hanley Limited is committed to ensuring that all complaints received are handled fairly, consistently and promptly and that the firm identifies and remedies any recurring or systematic problems to ensure we treat customers fairly. We will continue to do all we can to learn from the complaints we receive to improve our level of service to you in the future.