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66742 V6 01/07/2018 Crystal Legal Services Ltd is regulated by the Claims Management Regulator in respect of regulated claims management activities CRM20182. Company registration 6837474. Crystal Legal Services Ltd trading as Crystal Legal
05 July 2018
Reference: 8771348 - 11346328
Sureclaim – The Complete PPI Reclaim Package
Dear, Millions of people in the UK were wrongly sold PPI with total estimates of around £50 billion. Whilst nobody wishes to be part of this scandal, our Sureclaim service will locate whether you may have been affected and let us help you recover what’s rightfully yours. We’ve already reclaimed over £55 million* for people like you. (* correct figure as at 30/06/2017.) The PPI Deadline date has been set by the Financial Conduct Authority (FCA). You now have until 29th August 2019 to submit your PPI claim. We have included an Experian Credit Request Form. This will help uncover past credit agreements that you may have forgotten about and identify any further PPI you may have paid. We will cover the cost for you: no need to pay, simply fill in the form and include it when returning this pack. Please return the Credit Report to us when you receive it.
What you need to sign & return:
✓ Terms & Conditions This sets out the terms that we agree to.
✓ Letters of Authority These enable us to approach the bank on your behalf.
There is one required for every lender.
✓ Experian Credit Form This enables us to investigate any other lines of credit that you may have forgotten
about.
Further Information:
We may need to contact you in the future to find out additional information dependent on the responses received from the banks. Don’t worry, we can help you through and keep you informed every step of the way. If you were mis-sold Payment Protection Insurance on your loan, credit card or mortgage, you must submit your claim before the 29th August 2019 or face being unable to recover any money you may be rightfully entitled to. Get your completed claim back to us asap. We will cover the postage cost too; just use the prepaid envelope provided. Should you have any questions, please do not hesitate to contact us on 01270 44 66 11. Yours sincerely
Amy Prest
Crystal Legal Services Ltd
Private & Confidential
Ground Floor Gawsworth House Westmere Drive
Crewe Cheshire CW1 6XB
8771348-11346328 - Case 1 - Amy Prest
TERMS & CONDITIONS PLEASE READ, SIGN AND RETURN
PLEASE SIGN ON NEXT PAGE
Crystal Legal Services Limited (Company Number 06837474) Gawsworth House, Westmere Drive, Crewe CW1 6XB, are a Claims Management Company who provide a claims management services in respect of financial mis-selling.
The following terms constitute the Terms of Business for Crystal Legal Services Ltd to provide the services as described below. 1. Interpretation. For the purposes of these Terms of Business 1.1 ‘Company’ ‘We’ ‘Us’ and ‘Our’ are references to Crystal Legal Services
Limited (CLS) also trading as Crystal Legal. 1.2 ‘Client’ ‘You’ and ‘Your’ are references to the person to whom our Terms
of Business are addressed. 1.3 ‘Compensation’ is defined as the amount paid to the client in respect of
redress awarded to You and means the total cash received, or the total refund offset against any arrears or removed due to tax, or a combination of all.
1.4 ‘Letter of Authority’ means the letter signed and returned by You to Us authorising Us to act as Your representative in respect of Your claim(s).
1.5 ‘Contract’ refers to the obligations between the company and You as set out in these Terms of Business.
1.6 'Claim' refers to a formal complaint brought about by Us on Your behalf against Your Bank.
1.7 ‘Bank’ means the bank, building society, finance provider product supplier, broker/intermediary or credit card or other such company.
2. What we agree to do 2.1 Assess your case and if appropriate, and in your interests, pursue a
Claim for the recovery of your losses on your behalf. 2.2 Deal with all areas of your Claim, including correspondence with
relevant Banks and/or institutions and all negotiations. It may be necessary for us to obtain further signed documentation from You to make this possible.
2.3 If needed, we will pursue your claim with the Financial Ombudsman Service (FOS), the Financial Services Compensation Scheme (FSCS) (or other regulatory body) at no additional cost to you, should You wish Us to do so.
2.4 Inform You of any/all offers of settlement we receive, evaluate them and inform You whether we consider You should accept or reject the offer.
2.5 Always act in Your best interests when pursuing Your claim and achieving for You the best results realistically obtainable.
2.6 If the recovered amount is paid directly to Us then We will deposit the payment in Our client account, we will deduct Our agreed fee and forward the rest of the amount awarded to You as per 5.1. If the payment is made directly to You we will forward an invoice to You for Our fees for payment.
2.7 You have been advised that You are able to bring this Claim(s) Yourself and have been made aware of the Financial Ombudsman Service (FOS) and that other legal options may exist.
3. Obligations of the Client. You agree to: 3.1 Promptly supply Us with any and all documentation and supporting
information, as reasonably requested by Us to progress Your Claim. 3.2 Ensure that any information supplied to Us will be accurate and not
deliberately misleading. 3.3 Inform Us promptly should You receive any communication from Your
Bank including when You receive Compensation payments for Claims made by Us on Your behalf.
3.4 If payment is made directly to You by Your Bank You pay Us Our fee within 7 days of receipt of payment.
3.5 You authorise Us to refer Your Claim to the FOS or FSCS if we believe it is in your interests to do so, should You wish Us to do so.
3.6 You agree not to accept any offer of Compensation from Your Bank in relation to a Claim brought about by Us without first sharing that offer with Us.
3.7 You authorise and request Us to investigate all finance agreements You may have had for financial mis-selling if we believe it to be in Your interests. You may request Us not to investigate claims should You wish Us not to.
3.8 To provide Us with, and ensure that we have the exclusive authority to act for You:
(a) to pursue your claim and (b) to enter into correspondence and negotiations with Your Bank on your behalf.
3.9 Not to remove or cancel from Your Bank Our authority to act for You. If You do so We may treat this as an act of Cancellation under section 7 of this agreement, which may result in a Cancellation fee being charged.
3.10 Not to instruct another 3rd party to act for you on any Claim you have instructed Us to act for You on.
4. Fees 4.1 We operate on a No Win, No Fee basis, except where the agreement is
cancelled by You after 14 days or You fail to fulfil Your obligations set out in Section 3 of this agreement.
4.2 We will only charge You a fee if We achieve some Compensation award for You.
4.3 Our fee is 20% plus VAT of any Compensation we achieve for You. 4.4 Compensation may be paid to you in cash or used to repay arrears You
may have. We will calculate Our fee as follows:
Example 1 – No
deduction from
Compensation
Example 2 -Some
deduction from
Compensation
Example 3 – all
Compensation is
deducted
Compensation
awarded £1000
Compensation
awarded £1000
Compensation
awarded £1000
Fee 20% = £200
VAT 20% = £40
Total Fee due = £240
Fee 20% = £200
VAT 20% = £40
Total Fee due = £240
Fee 20% = £200
VAT 20% = £40
Our Fee due = £240
Bank deducts £0 Bank deducts £200 Bank deducts £1000
Cash received by You
£1000
Cash received by You
£800
Cash received by You
£0
Fee due from You
= £240
Fee due from You
= £240
Fee due from You
= £240
4.5 In the event that We win Your Claim and You reject an offer of Compensation which We deem reasonable (in accordance with the FCA and FOS guidelines) then You acknowledge that Our Fee may still be payable and calculated on the value of the offer as per 4.4.
5. Payment of Fee’s 5.1 Where Your Bank makes payment to Us/Our Client Account We will deduct
Our fee’s from the Compensation and pay the remaining to You by cheque within 7 days of funds being cleared in Our account
5.2 Where Your Bank makes payment to You, You agree to pay Our invoice within 7 days of receiving Compensation in Your account.
5.3 We accept payment by cheque and electronic direct bank transfer.
6. Non-payment of Invoice and collection activity 6.1 All invoices must be paid within 7 days of You receiving payment from
Your Bank 6.2 Any outstanding balance beyond this date may accrue interest at Barclays
Bank base rate plus 6% until payment is made or payment terms are agreed with Us for payment of the outstanding debt.
6.3 Invoices which remain unpaid after 30 days without agreement may be subject to further cost for telephone calls and invoice reminders and these may be added to the outstanding debt – • £10.00 + VAT Second and subsequent written reminder • £12.00 + VAT Second and subsequent telephone reminder • £50.00 + VAT Solicitors Letter Before Action (LBA)
6.4 If We are required to take steps to recover the debt (e.g. via County Court, collections agencies or bailiffs) the costs of such recovery action may be added to the outstanding debt.
7. Cancellation. 7.1 We can cancel this Agreement at any time. There will be no fee payable if
We advise You that Your claim is unlikely to succeed, provided You have fulfilled Your obligations (as laid out in section 3 of this agreement).
7.2 You may cancel the agreement at any time. 7.3 To exercise the right to cancel, you must inform us of your `decision to
cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached cancellation form found on the complaints procedure page of this document, but it is not obligatory.
7.4 We shall have the right, by giving written notice to the Client at any time, to immediately terminate the contract if: You are adjudicated bankrupt, enters into a voluntary arrangement with Your creditors or has a receiver appointed under the Mental Health Act 1983.
7.5 Failure by You to co-operate with reasonable requests by Us during Your Claim (as per Section 3 of this agreement) will be treated as if You have cancelled this agreement and may incur cancellation costs as per section 8. We will write to You giving 14 days notice of this happening and allowing You the opportunity to co-operate with Our request.
7.6 If Cancellation takes place once the Bank has made an offer of Compensation, We shall have the right to charge a fee equivalent to the fee that would be payable if the offer was accepted in accordance with Clause 4.4.
7.7 Should You choose to Cancel Your contract We shall have 5 days from the date We received Your Cancellation request to action and process this.
8771348-11346328 - Case 1 - Amy Prest
TERMS & CONDITIONS PLEASE READ, SIGN AND RETURN
DECLARATION I have received and read a copy of the terms and conditions
ACCOUNT HOLDER 1 SIGNATURE -
Please Read the above Terms and then Sign Here: Date:
8771348
8. Effects of cancellation 8.1 If You cancel the agreement within 14 days of Us receiving Your
returned agreement then there will be no charge to pay. 8.2 If cancellation is made after the initial 14 day period but before any
offer is made by the Bank, We reserve the right to charge a reasonable fee to cover the costs incurred by Us in performing the services under this contract up to the date of cancellation.
8.3 Our charges where You cancel after the 14 day cooling off period are currently £85.00 + VAT Per Hour: charges are applied on a time served basis. Any Cancellation fee we issue shall have a breakdown of the cancellation fee.
9. Performance. 9.1 We shall only be liable for our actions and performance in carrying out
the services described under this agreement. Specifically, We are not liable for the performance of the Bank, FCA, FOS or FSCS and other such 3rd parties.
9.2 We shall perform the services as described in Section 2 with reasonable endeavours. We cannot guarantee that You will win Your claim.
10. How we use your information 10.1 We collect information about you to process your claim, manage your
case and to contact you by email, phone, letter and SMS about Crystal Legal Services Ltd’s other products and services that we think may be of interest to you.
10.2 We share your personal information with financial institutions, named financial partners, ombudsman services and third-party suppliers to administer your case. We will only do this once we have informed you and you have given express consent to do so.
10.3 As “data controllers”, we use third-party suppliers (“data processors”) to administer your account such as printing documents or sending text messages. They do not have access to your data nor do they keep any data once the service has been provided.
10.4 You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email [email protected] or write to us at Crystal Legal Services Ltd., Gawsworth House, Westmere Drive, Crewe, CW1 6XB. We may make a small charge for this service.
10.5 You have the right to request that we erase the personally identifiable information that we hold about you (“Right to be forgotten”). If you would like to request this, please write to us at Crystal Legal Services Ltd., Gawsworth House, Westmere Drive, Crewe, CW1 6XB, or email [email protected]
10.6 For further information on how your information is used and how we store your data, view our privacy policy online at www.crystallegal.com/privacy-policy
11. Liability 11.1 Nothing in the contract shall exclude or limit Our liability for (i) fraud, (ii)
death or personal injury caused by its breach of duty, (iii) any breach of the obligations implied by s.12 Sale of Goods Act 1979 or s.2 Supply of Goods and Services Act 1982 or (iv) any other liability which cannot be excluded or limited by applicable law.
11.2 Before We are able to evaluate Your claim, We are required to hold and process information about You.
11.3 We are not legal or financial advisers, and as such none of Our employees may give clients financial or legal advice at any time, either verbally or in writing.
11.4 Should a Bank deem it necessary to close an account of a client We accept no liability, consequential loss or other result of the account closure.
12. Things outside of our control 12.1 Sometimes things happen which affect Our ability to provide the Service.
Should this happen we will not be liable for those things. We will notify You of any circumstances beyond Our control which prevent us performing the Services of this Agreement.
12.2 All audited agreements are based on information supplied by You or third parties: We accept no responsibility for the accuracy of information provided or received from You or third parties.
13. Law and Disputes. 13.1 The contract and Your relationship with us shall be governed by the Laws
of England and Wales and the exclusive jurisdiction of English Courts. 13.2 We have supplied You with a copy of Our complaints procedure which is
also available online here www.crystallegal.com/complaints
Ref: SC20/8771348 - 11346328 PLEASE READ, SIGN AND RETURN
Crystal Legal is a trading style of Crystal Legal Services Ltd, Gawsworth House, Westmere Drive, Crewe, Cheshire, CW1 6XB. Crystal Legal Services Ltd is regulated by the Claims Management Regulator in respect of regulated claims management activities CRM20182. Company registration 6837474. Registered office: Fairfield House, Back Lane, Spurstow, Tarporley, Cheshire, CW6 9TE.
Letter of Authority (1) Policy Holder Title 1st Name Middle Name Surname Current Address Post Code Date of Birth Previous Names
Please investigate Credit Card / Loan / Overdraft / Mortgage / Store Card sold to me by Barclays; Account No.: 1. Authority
I/We authorise Crystal Legal Services Ltd (T/A Crystal Legal) to act as my/our representative for complaints against the above-named firm relating to Payment Protection Insurance and any other financial charges or irregularities.
2. Instruction This letter is my/our instruction to the above-named firm to deal directly with Crystal Legal in respect of any complaint or request issued by them on my/our behalf including, but not limited to, a data subject access request. I/We do not wish to be contacted by you in any way and you should direct all correspondence and enquiries to Crystal Legal.
3. Redress/Compensation I/We authorise Crystal Legal to obtain details of redress payments offered or paid to me/us in relation to claims raised on our behalf including, but not limited to, amounts paid, payment method, payment destination and dates. I/We acknowledge liability to pay Crystal Legal their fee at the contracted rate. I/We acknowledge Crystal Legal have made me/us aware of the alternative routes available including claiming directly.
4. Previous Addresses To assist you in Carrying out my request I can confirm that I have lived at the following addresses previously:
33 Simmonds Close_Test Suburb_Bracknell_Berkshire_RG12 1XL 20 Woolven Close_Test Suburb 2_Burgess Hill_West Sussex_RH15 4TP 4 The Willows_Test Suburb 3_Burgess Hill_West Sussex_RH15 4GT Test Address 4_Test Suburb 4_Test Town 4_Test Shire4_T3 5TT Test Address 5_Test Suburb 5_Test-ton 5_Testshire5_T5 5TT Test Address 6_Test Subburb 6_Test-ton6_Testshire6_T6 6TT Test Address 7_Test Suburb 7_Test-ton7_Testshire7_T6 6TT Test Address 8_Test Suburb 8_Test-ton8_Testshire8_T6 6TT Test Address 9_Test Suburb 9_Test-ton9_Testshire9_T9 9TT Test Address 10_Test Suburb 10_Test-ton10_Testshire10_T10 1OT
5. Customer Declaration I understand that, in addition to the present Letter of Authority I will need to provide further information when raising an expression of dis-satisfaction to the Lender, about the underlying product(s), service(s) and where known, specific account number(s) being complained about. Doing so will enable the Lender to assess and determine the complaint as quickly and as effectively as possible. Policy Holder Signature Date of Signature . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
Experian Form
8771348-11346328 - Case 1 - Amy Prest
PPI4/20
Experian Form
8771348-11346328 - Case 1 - Amy Prest
TERMS & CONDITIONS
Version 10 01/07/2018
RETAIN FOR YOUR RECORDS Crystal Legal Services Limited (Company Number 06837474) Gawsworth House, Westmere Drive, Crewe CW1 6XB, are a Claims Management Company who provide a claims management services in respect of financial mis-selling.
The following terms constitute the Terms of Business for Crystal Legal Services Ltd to provide the services as described below. 2. Interpretation. For the purposes of these Terms of Business 1.8 ‘Company’ ‘We’ ‘Us’ and ‘Our’ are references to Crystal Legal Services
Limited (CLS) also trading as Crystal Legal. 1.9 ‘Client’ ‘You’ and ‘Your’ are references to the person to whom our Terms
of Business are addressed. 1.10 ‘Compensation’ is defined as the amount paid to the client in respect of
redress awarded to You and means the total cash received, or the total refund offset against any arrears or removed due to tax, or a combination of all.
1.11 ‘Letter of Authority’ means the letter signed and returned by You to Us authorising Us to act as Your representative in respect of Your claim(s).
1.12 ‘Contract’ refers to the obligations between the company and You as set out in these Terms of Business.
1.13 'Claim' refers to a formal complaint brought about by Us on Your behalf against Your Bank.
1.14 ‘Bank’ means the bank, building society, finance provider product supplier, broker/intermediary or credit card or other such company.
2. What we agree to do 2.1 Assess your case and if appropriate, and in your interests, pursue a
Claim for the recovery of your losses on your behalf. 2.2 Deal with all areas of your Claim, including correspondence with
relevant Banks and/or institutions and all negotiations. It may be necessary for us to obtain further signed documentation from You to make this possible.
2.3 If needed, we will pursue your claim with the Financial Ombudsman Service (FOS), the Financial Services Compensation Scheme (FSCS) (or other regulatory body) at no additional cost to you, should You wish Us to do so.
2.4 Inform You of any/all offers of settlement we receive, evaluate them and inform You whether we consider You should accept or reject the offer.
2.5 Always act in Your best interests when pursuing Your claim and achieving for You the best results realistically obtainable.
2.6 If the recovered amount is paid directly to Us then We will deposit the payment in Our client account, we will deduct Our agreed fee and forward the rest of the amount awarded to You as per 5.1. If the payment is made directly to You we will forward an invoice to You for Our fees for payment.
2.7 You have been advised that You are able to bring this Claim(s) Yourself and have been made aware of the Financial Ombudsman Service (FOS) and that other legal options may exist.
3. Obligations of the Client. You agree to: 3.1 Promptly supply Us with any and all documentation and supporting
information, as reasonably requested by Us to progress Your Claim. 3.2 Ensure that any information supplied to Us will be accurate and not
deliberately misleading. 3.3 Inform Us promptly should You receive any communication from Your
Bank including when You receive Compensation payments for Claims made by Us on Your behalf.
3.4 If payment is made directly to You by Your Bank You pay Us Our fee within 7 days of receipt of payment.
3.5 You authorise Us to refer Your Claim to the FOS or FSCS if we believe it is in your interests to do so, should You wish Us to do so.
3.6 You agree not to accept any offer of Compensation from Your Bank in relation to a Claim brought about by Us without first sharing that offer with Us.
3.7 You authorise and request Us to investigate all finance agreements You may have had for financial mis-selling if we believe it to be in Your interests. You may request Us not to investigate claims should You wish Us not to.
3.8 To provide Us with, and ensure that we have the exclusive authority to act for You:
(a) to pursue your claim and (b) to enter into correspondence and negotiations with Your Bank on your behalf.
3.9 Not to remove or cancel from Your Bank Our authority to act for You. If You do so We may treat this as an act of Cancellation under section 7 of this agreement, which may result in a Cancellation fee being charged.
3.10 Not to instruct another 3rd party to act for you on any Claim you have instructed Us to act for You on.
4. Fees 4.1 We operate on a No Win, No Fee basis, except where the agreement is
cancelled by You after 14 days or You fail to fulfil Your obligations set out in Section 3 of this agreement.
4.2 We will only charge You a fee if We achieve some Compensation award for You.
4.3 Our fee is 20% plus VAT of any Compensation we achieve for You. 4.4 Compensation may be paid to you in cash or used to repay arrears You
may have. We will calculate Our fee as follows:
Example 1 – No
deduction from
Compensation
Example 2 -Some
deduction from
Compensation
Example 3 – all
Compensation is
deducted
Compensation
awarded £1000
Compensation
awarded £1000
Compensation
awarded £1000
Fee 20% = £200
VAT 20% = £40
Total Fee due = £240
Fee 20% = £200
VAT 20% = £40
Total Fee due = £240
Fee 20% = £200
VAT 20% = £40
Our Fee due = £240
Bank deducts £0 Bank deducts £200 Bank deducts £1000
Cash received by You
£1000
Cash received by You
£800
Cash received by You
£0
Fee due from You
= £240
Fee due from You
= £240
Fee due from You
= £240
4.5 In the event that We win Your Claim and You reject an offer of Compensation which We deem reasonable (in accordance with the FCA and FOS guidelines) then You acknowledge that Our Fee may still be payable and calculated on the value of the offer as per 4.4.
5. Payment of Fee’s 5.1 Where Your Bank makes payment to Us/Our Client Account We will deduct
Our fee’s from the Compensation and pay the remaining to You by cheque within 7 days of funds being cleared in Our account
5.2 Where Your Bank makes payment to You, You agree to pay Our invoice within 7 days of receiving Compensation in Your account.
5.3 We accept payment by cheque and electronic direct bank transfer.
6. Non-payment of Invoice and collection activity 6.1 All invoices must be paid within 7 days of You receiving payment from
Your Bank 6.2 Any outstanding balance beyond this date may accrue interest at Barclays
Bank base rate plus 6% until payment is made or payment terms are agreed with Us for payment of the outstanding debt.
6.3 Invoices which remain unpaid after 30 days without agreement may be subject to further cost for telephone calls and invoice reminders and these may be added to the outstanding debt – • £10.00 + VAT Second and subsequent written reminder • £12.00 + VAT Second and subsequent telephone reminder • £50.00 + VAT Solicitors Letter Before Action (LBA)
6.4 If We are required to take steps to recover the debt (e.g. via County Court, collections agencies or bailiffs) the costs of such recovery action may be added to the outstanding debt.
7. Cancellation. 7.1 We can cancel this Agreement at any time. There will be no fee payable if
We advise You that Your claim is unlikely to succeed, provided You have fulfilled Your obligations (as laid out in section 3 of this agreement).
7.2 You may cancel the agreement at any time. 7.3 To exercise the right to cancel, you must inform us of your `decision to
cancel this contract by a clear statement (e.g. a letter sent by post, fax or e-mail). You may use the attached cancellation form found on the complaints procedure page of this document, but it is not obligatory.
7.4 We shall have the right, by giving written notice to the Client at any time, to immediately terminate the contract if: You are adjudicated bankrupt, enters into a voluntary arrangement with Your creditors or has a receiver appointed under the Mental Health Act 1983.
7.5 Failure by You to co-operate with reasonable requests by Us during Your Claim (as per Section 3 of this agreement) will be treated as if You have cancelled this agreement and may incur cancellation costs as per section 8. We will write to You giving 14 days notice of this happening and allowing You the opportunity to co-operate with Our request.
7.6 If Cancellation takes place once the Bank has made an offer of Compensation, We shall have the right to charge a fee equivalent to the fee that would be payable if the offer was accepted in accordance with Clause 4.4.
7.7 Should You choose to Cancel Your contract We shall have 5 days from the date We received Your Cancellation request to action and process this.
8771348-11346328 - Case 1 - Amy Prest
TERMS & CONDITIONS
Version 10 01/07/2018 PPI4/20
RETAIN FOR YOUR RECORDS 8. Effects of cancellation 8.1 If You cancel the agreement within 14 days of Us receiving Your
returned agreement then there will be no charge to pay. 8.2 If cancellation is made after the initial 14 day period but before any
offer is made by the Bank, We reserve the right to charge a reasonable fee to cover the costs incurred by Us in performing the services under this contract up to the date of cancellation.
8.3 Our charges where You cancel after the 14 day cooling off period are currently £85.00 + VAT Per Hour: charges are applied on a time served basis. Any Cancellation fee we issue shall have a breakdown of the cancellation fee.
9. Performance. 9.1 We shall only be liable for our actions and performance in carrying out
the services described under this agreement. Specifically, We are not liable for the performance of the Bank, FCA, FOS or FSCS and other such 3rd parties.
9.2 We shall perform the services as described in Section 2 with reasonable endeavours. We cannot guarantee that You will win Your claim.
10. How we use your information 10.1 We collect information about you to process your claim, manage your
case and to contact you by email, phone, letter and SMS about Crystal Legal Services Ltd’s other products and services that we think may be of interest to you.
10.2 We share your personal information with financial institutions, named financial partners, ombudsman services and third-party suppliers to administer your case. We will only do this once we have informed you and you have given express consent to do so.
10.3 As “data controllers”, we use third-party suppliers (“data processors”) to administer your account such as printing documents or sending text messages. They do not have access to your data nor do they keep any data once the service has been provided.
10.4 You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email [email protected] or write to us at Crystal Legal Services Ltd., Gawsworth House, Westmere Drive, Crewe, CW1 6XB. We may make a small charge for this service.
10.5 You have the right to request that we erase the personally identifiable information that we hold about you (“Right to be forgotten”). If you would like to request this, please write to us at Crystal Legal Services Ltd., Gawsworth House, Westmere Drive, Crewe, CW1 6XB, or email [email protected]
10.6 For further information on how your information is used and how we store your data, view our privacy policy online at www.crystallegal.com/privacy-policy
11. Liability 11.1 Nothing in the contract shall exclude or limit Our liability for (i) fraud, (ii)
death or personal injury caused by its breach of duty, (iii) any breach of the obligations implied by s.12 Sale of Goods Act 1979 or s.2 Supply of Goods and Services Act 1982 or (iv) any other liability which cannot be excluded or limited by applicable law.
11.2 Before We are able to evaluate Your claim, We are required to hold and process information about You.
11.3 We are not legal or financial advisers, and as such none of Our employees may give clients financial or legal advice at any time, either verbally or in writing.
11.4 Should a Bank deem it necessary to close an account of a client We accept no liability, consequential loss or other result of the account closure.
12. Things outside of our control 12.1 Sometimes things happen which affect Our ability to provide the Service.
Should this happen we will not be liable for those things. We will notify You of any circumstances beyond Our control which prevent us performing the Services of this Agreement.
12.2 All audited agreements are based on information supplied by You or third parties: We accept no responsibility for the accuracy of information provided or received from You or third parties.
13. Law and Disputes. 13.1 The contract and Your relationship with us shall be governed by the Laws
of England and Wales and the exclusive jurisdiction of English Courts. 13.2 We have supplied You with a copy of Our complaints procedure which is
also available online here www.crystallegal.com/complaints
8771348-11346328 - Case 1 - Amy Prest
CUSTOMER INFORMATION
RETAIN FOR YOUR RECORDS
Who are Crystal Legal Services?
Crystal Legal Services Ltd is a specialist Claims Management Company (CMC) that helps clients reclaim mis-sold payment protection insurance policies that clients currently have and/or had taken out with Loans, Credit Cards, Store Cards, Car Finance and/or Mortgages subject to criteria.
How do I know that you are a reputable company?
Crystal Legal Services Ltd is regulated by the Claims Management Regulator in respect of regulated claims management activities (CRM20182). You can verify our authorization at https://www.claimsregulation.gov.uk/search.aspx
We are also members of the Professional Financial Claims Association (PFCA), an organisation of CMCs who work to the highest ethical and professional standards when dealing with Consumers and financial institutions. We subscribe to the PFCA Code of Practice and a copy of the Code is available at www.pfca.org.uk. We have also been a member of the Direct Marketing Association (DMA) since 2015, and joined the Call Centre Management Association (CCMA) in 2016 to ensure that we maintain high standards and best practice.
How will my claim be managed?
i) Once we have received your pack we will write to your lender to obtain copies of the relevant information they hold about you.
ii) Once we have received this information from your lender, our team will search through all the paperwork to discover if you have paid PPI. We’ll also find other finance you’ve had and check those too. Once we have identified PPI as being paid we will contact you to obtain further information to establish potential reasons for mis-sale. This will require you to complete a telephone call and return of some signed paperwork, and will determine if we can raise a complaint to your lender.
iii) If a complaint has been issued your lender will acknowledge our complaint generally within 14-21 days. The Financial Conduct Authority allows the lender 8 weeks to investigate the complaint and respond accordingly.
iv) Upon completion of the lender’s investigation, they may acknowledge that the complaint is upheld and agree to refund all PPI payments made to date plus statutory interest. If they do not uphold the complaint, we will review their response and decide whether to pursue the case with the Financial Ombudsman Service, through the courts, or close the case.
Do I have to use Crystal Legal?
No, you can claim yourself or use another CMC.
We have to make you aware that you have the right to seek further advice elsewhere including the Financial Ombudsman Services (FOS), before committing to using our services.
However, Crystal Legal are experts in reclaiming mis-sold PPI. We have a particular set of skills that we have acquired over the past 8 years and this is why thousands of people choose to use Crystal Legal’s reclaim service.
What documentation do I need in order to pursue a claim?
You don’t need to provide us with any original documentation about your finances to pursue a claim. If you have documents you can provide, these may help us and speed up your claim.
We can obtain copies of this information by writing to your lender to obtain evidence of any PPI you may have paid. This is to ensure that you receive the maximum compensation you’re entitled to and to identify any additional PPI claims that you may be unaware of.
Occasionally, we may need further information/documentation during the course of your claim, depending on the response from your lender.
Do I need to sign your Terms and Conditions?
Yes, if you wish to pursue a claim through us. It provides confirmation that you understand and agree to the terms and conditions of our services. These explain what we will and will not do, any fees/charges as well as cancellation terms and how to complain.
How much do we charge?
Crystal Legal charge 20% + VAT of the total redress offered by your lender, including any statutory redress. Example
We recover £1000 from your lender. Our fees on this would be £240.00 (20% = £200.00 + VAT=£40.00)
Please be advised that this payment may be subject to income tax and you are responsible for any tax payments due. Please note, our fee is calculated on the full Compensation amount.
What does No Win No Fee actually mean? There will be absolutely no cost to you if:
- The Sureclaim identifies you have never paid PPI - The bank rejects your complaint - The FOS rejects your complaint and we are
unsuccessful in securing a redress for you
However, a fee may be payable if you choose to cancel outside the 14 day cooling off period, you remove our authority with the bank or do not respond to our requests. How will my compensation be paid? If your claim is successful, your lender will usually pay any redress direct to you. You are responsible for the payment of our fees. These fees should be paid from the amount that you are awarded. If the amount awarded to you is used to pay off what you owe to the lender (e.g. loan is still active) our fees will be calculated from the total redress amount awarded to you by your lender before any deductions.
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CUSTOMER INFORMATION
RETAIN FOR YOUR RECORDS
Will my information be kept confidential?
Yes. Crystal Legal is registered with the Information Commissioners Office to hold and process personal information – our registration number is Z1983444.
The storage and use of personal details that we hold about you is governed by the Data Protection Act 1998. The personal information which you provide to us will be used in accordance with the Data Protection Act 1998 and our privacy policy which can be viewed at www.crystallegal.com/privacy-policy
How long will my Sureclaim take?
How long your claim takes will depend upon your individual case. To complete our initial checks and find out if you may have paid PPI, this takes on average 2-8 weeks. Once we have identified that you have paid PPI and built your case, we will issue a letter of complaint to your lender who has up to 8 weeks to investigate your complaint and issue a final response.
If the lender rejects your claim, your case may be referred to the Financial Ombudsman Service (FOS), in which no time frame can be given, but on average FOS are taking 3-18 months from receiving an appeal to making their decision. What are my rights to cancel? You have the right to cancel at any time. If you choose to cancel during the 14 day cooling off period, which commences from the date you sign your pack, there will be no charge. If you choose to cancel after this period, a fee may be payable which is outlined in our terms & conditions. If you wish to cancel, please contact us or use the cancellation form included in this pack.
What if I’m not happy with the service you have provided? We aim to provide a highly professional service and have internal procedures for handling complaints professionally and fairly. Should a complaint arise please contact our Complaints Management Team by phoning 0808 168 4200 or 01270 446600 or by writing to us at FAO Complaints Management, Crystal Legal Services Ltd, Gawsworth House, Westmere Drive, Crewe, Cheshire CW1 6XB; or email us at [email protected]. Our full complaints procedure is enclosed in our pack. Are there any risks?
We have to make you aware that if you decide to pursue a claim with Crystal Legal and your claim is successful any PPI attached to the policy will be cancelled and you will no longer have the PPI cover in place. The claim should not affect your account or relationship with your bank or any other financial products you have in any other way. Help for vulnerable customers
If you require assistance in reading or completing this document let us know so that we can make it easier for you.
We can arrange for you to receive your documents in large print. Please call us on 01270 446600 or email [email protected] to arrange for any of these services.
8771348-11346328 - Case 1 - Amy Prest
At Crystal Legal Services Ltd we do everything we can to provide you with the best possible service, but at the same time we appreciate that there may be times when you feel that we have not quite lived up to your expectations. If you are not happy about any part of our service we would like to know. That way we can do something about it and use your feedback to improve the service we provide to all our customers. Whatever your concern is, please tell us and we will do what we can to fix it. In the unlikely event you need to make a complaint, you can do so as follows: In writing: Or in person
FAO: Customer Services Manager Crystal Legal Services Ltd Gawsworth House, Westmere Drive Crewe, Cheshire, CW1 6XB
By Phone: By Email:
0808 168 4200 or 01270 446600 [email protected]
We may contact you to understand more about your complaint, the specific details and your desired outcome. Once we understand your complaint we will do all we can to put things right. If we cannot fix a complaint immediately we will respond to a complaint within 5 business days with a written or electronic acknowledgement and identify to you the person who will be dealing with the complaint.
Within four (4) weeks of receiving a complaint, we will send you either:
a) A final response which adequately addresses the complaint; or
b) A holding response, which explains why we are not yet in a position to resolve the complaint and indicate when we will make further contact with you.
Within eight (8) weeks of receiving a complaint we will send you either:
a) A final response which adequately addresses the complaint; or b) A response which:
i. Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii. Informs you that you may refer the handling of the complaint to the Legal Ombudsman Service if you are dissatisfied with the delay.
Where we decide that redress 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. Appropriate redress will not always involve financial redress.
If you are not satisfied with our response, or if a complaint is not resolved after 8 weeks you can 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.
If you wish to refer your complaint to the Legal Ombudsman this must be done within six months of our final response to your complaint. If you would like more information about the Legal Ombudsman their contact details are as follows:
In writing: Legal Ombudsman PO Box 6804 Wolverhampton WV1 9WG
By Phone: 0300 555 0333 (between 8.30am – 5.30pm) Calls to 03 numbers cost no more than calls to national geographical numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.
By Email: [email protected] Website: www.legalombudsman.org.uk/cmc
CANCELLATION FORM
If for any reason you wish to cancel your contract with Crystal Legal Service Ltd please complete the form below. Once complete please return the form to the following address:
In writing: Or in person
Cancellations Crystal Legal Services Ltd, Gawsworth House, Westmere Drive, Crewe, Cheshire, CW1 6XB
By Email: Telephone
[email protected] 01270 446611
Account Holder 1 Account Holder 2
Name Name
Date of Birth Date of Birth
Address Address
Sign here: Sign here:
Date: Date:
COMPLAINTS PROCEDURE RETAIN FOR YOUR RECORDS
Version 9 03/04/2018
