Mis-Sold Payment Protection Insurance Terms and Conditions
1. What WILL Brunel Franklin do for you?
2. What WON’T Brunel Franklin do for you?:
We reserve the right to cancel this Agreement if you decide to accept na offer of compensation we consider insufficient or to reject an offer we deem to be adequate.
3. What do we require you to do?
(a) to pursue your claim, (b) to enter into correspondence and negotiations on your behalf, (c)
to receive, process and provide valid receipt for any remuneration made (d) to ask the financier
of the cheque (for your compensation payment) to make it payable to Brunel Franklin so we can
process it or, if the cheque is made payable to you, to pay it into a client account and (e) to deduct
our fee, as set out in this Agreement, before forwarding the balance to you.
4. Data Protection:
We will hold, control and process your personal information in accordance with the Data
Protection Act 1998. By providing your personal information to us, you explicitly authorise us to
process the information for the purposes set out in this paragraph.
You can, at any time, request a copy of all information we hold relating to you by writing to us
(a written Data Subject Access Request in accordance with the Data Protection Act). You will be
charged an administration charge of £10.00 for this. We will use the personal information you
provide to assess your claim and carry out our duties in accordance to this Agreement .
We may share your personal information with other companies if necessary during the process
of your claim for compensation. If you provide information to us about another party, you confirm
that such party authorised you to do so and consents to our processing that personal information.
We reserve the right to assign the fulfilment of any of the responsibilities under this agreement to
a third party. We will not do so without informing you in writing, accordingly we will need to send
your private data to such third parties in order for them to preform their services.
5. Our Fees:-
The costs of any County Court action (£30 – £108) will be added to the outstanding debt together with statutory interest, pursuant to Section 69 of County Court Act 1984 until the debt is paid in full.
6. How will Brunel Franklin collect our fees?
You are responsible for the payment of our fees within 14 days of receipt of funds. Your award could come in several different ways.
How your settlement will be paid.
You requested that any settlement payment be made directly to us, Brunel Franklin. If the third party complies with this instruction, our agreed fees will be deducted from the settlement amount prior to us sending you your compensation. This will be sent to you in the form of a ‘Brunel Franklin Client Account Cheque’. However, in many cases, the Third Party will disregard your instruction to send settlement monies to us and send the cheque directly to you. In the event this happens we will forward you an invoice for payment within 14 days of receipt of funds.
7. Cancelling this Agreement
How can I make a complaint?
A complaint can be made by any reasonable means, either by letter, telephone, email or in person:
You can complain in writing to: Customer Relations, Brunel Franklin, 4th Floor, The Bloc ,
Ashley Road, Altrincham, Cheshire WA14 2DW
Or by telephone: 0800 051 54 51
Or by email: CustomerRelations@brunelfranklin.com
What happens next?
On making a complaint you will receive an acknowledgment either in writing or by email within 5 working days of receipt. Our Customer Relations Department will thoroughly investigate your concerns and a full and final response will be issued within 8 weeks.
All complaints will be investigated by a person of sufficient competence who was not directly involved in the matter which is the subject of the complaint. Whoever investigates the complaint will have the authority to settle the complaint. If, after 8 weeks, we are not in a position to issue a final response we will provide reasons for the delay and indicate, in writing, when we expect to be able to issue our final response. Where we decide that redresses is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept.
If we do not hear from you within 14 days of receiving our response, we will assume that your complaint has been resolved and your file will be referred back to the relevant department.
I’m not satisfied with the response...What can I do?
If you have received our final response and still consider your complaint to be unresolved you have the right to refer your complaint to the Legal Ombudsman. The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within three years of when you found out about the problem. You have 6 months after our final response has been issued to complain to the Legal Ombudsman. You can contact them as follows:
In writing: Legal Ombudsman, PO Box 6804, Wolverhampton, WV1 9WG
By telephone: 0300 555 0333
By Email: firstname.lastname@example.org