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Frequently Asked Questions


Last Updated: 28 Dec 2023

Unaffordable Lending

How long does it take?

A typical claim can take anywhere between 8 to 12 weeks from receipt of your claim form until payout. Please note that claims where the lender disputes any part of the claim may have to be referred to the Financial Ombudsman Service (FOS) which could extend the claim time up to 12 months. Currently the FOS are upholding on average 80% of loan refund cases and are responding in around 12 weeks.

How much are your fees?

There’s no fee to pay upfront and if you don’t receive a payout, our legal partner Clear Legal Marketing Limited, who processes your claim, doesn’t charge you anything. They work on a no win, no fee basis and charge a fee on any successful claims. The total charge is based on the total refund received from your lender and will be calculated using the table below. The amount you pay will either be a sum equivalent to the ‘Maximum % Rate of Charge’ or a sum equivalent to the ‘Maximum Total Fee’, whichever is the lesser.

Band Cash Refund Received Maximum % rate of charge (Inc VAT) Maximum total fee (Inc VAT)
1 £1 – £1,499 36% £504.00
2 £1,500 – £9,999 33.6% £3,000.00
3 £10,000 – £24,999 30% £6,000.00
4 £25,000 – £49,999 24% £9,000.00
5 £50,000 or above 18% £12,000.00

If you cancel your claim after 14 days without the agreement of Clear Legal Marketing Limited and after your claim is submitted, you will be liable to pay the full fee should your claim be successful.

Do I have to pay anything upfront?

No you don’t. We don’t ask for any money up front and we’ll get started for free. If your claim is successful the charge is as per the table below.

Band Cash Refund Received Maximum % rate of charge (Inc VAT) Maximum total fee (Inc VAT)
1 £1 – £1,499 36% £504.00
2 £1,500 – £9,999 33.6% £3,000.00
3 £10,000 – £24,999 30% £6,000.00
4 £25,000 – £49,999 24% £9,000.00
5 £50,000 or above 18% £12,000.00

Are your fees competitive?

Since March 2022 all fees have been standardised by the FCA as per the table below.

Band Cash Refund Received Maximum % rate of charge (Inc VAT) Maximum total fee (Inc VAT)
1 £1 – £1,499 36% £504.00
2 £1,500 – £9,999 33.6% £3,000.00
3 £10,000 – £24,999 30% £6,000.00
4 £25,000 – £49,999 24% £9,000.00
5 £50,000 or above 18% £12,000.00


I had my loan 5 years ago, can I still claim?

Yes. The deadline is 6 years from the time you had your loan. However if the lender has gone into administration that will affect the amount you get. No guarantor lenders have yet gone under, and you can check here which payday lenders have gone into administration.

What evidence do I need?

To get started all we need is basic information such as your full name, your address where you lived when you took out the loan(s), the name of your loan company. If you’ve forgotten, see the ‘how to check’ section on the payday loan, guarantor loan, short term loan, doorstep loan or credit card page. Bank statements are very useful (don’t worry we can request these) and also a copy of your Credit Report which you can get with this free tool .

What is your success rate?

The industry average uphold rate for redress claims is 47% based on the latest FOS data (2021). We only take on cases that we believe have a strong chance of success so if your case is accepted you have a high chance it will be successful with the lender.

What is the biggest payout you have secured?

Our single largest payout was nearly £18995.80 for one client (data from our partner, Clear Legal Marketing Limited’s, settlements between 1st January 2019 and 12th January 2022)

I’ve had loans from more than one lender

No problem. If you let us know when completing your application we can check if you had a loan from any number of lenders, plus we’ll do all the leg work in contacting each one and dealing with any disputes should they arise.

Will the claim affect my credit rating?

If your claim is successful we can ask the lender to remove the loan from your credit record. The lender has to contact the credit reference agency directly as we cannot do it on their behalf. Although it is not guaranteed the lender will cooperate, our team has a good relationship with many lenders and we have been successful on the majority of occasions.

Do you contact my employer?

No, we don’t contact your employer when dealing with your claim. All our claims are confidential and we’ll only share the information you provide with your lender(s),the Financial Ombudsman Service (FOS) if required and Credit Reference Agencies.

Should I continue to repay my loan?

You should always continue making repayments unless you have been told otherwise by the lender or administrator. This is true even if your loan company goes bust. Failure to make payments will result in further charges and a negative credit rating and could even lead to debt collection agencies getting involved.

Do I need to use a claims company to get a refund?

No, you don’t and it’s free if you do it yourself. You’ll need to write to the lender and request a refund and even if they reject your claim you can still write to the FOS. To get started you can get free impartial advice from a consumer organisation.

I don’t like claims management companies

We understand that some claims companies have given the industry a ‘bad press’. We work hard to be transparent, professional and as helpful as we can be. We provide a legitimate service that removes the headache and hassle from managing a claim yourself. We’ve been established for over 10 years and we’re proud of our customer Feefo reviews. Our team of legal experts are fully trained and experienced and our company is authorised and regulated by the Financial Conduct Authority (FCA). We adhere to the strictest data protection guidelines and are registered with the Information Commissioner’s Office (ICO).

Why can’t I claim myself?

You can, but by using our service you save the headache and hassle of doing it yourself. Our claims professionals are experienced in preparing, submitting and managing your claim quickly and effectively, giving you the best chance of success.

How will you keep me updated?

Our team is always on hand to answer any questions you have about your claim. During the initial 8 week period where the lender is reviewing your claim, our team will get in touch to let you know what is happening even if we haven’t heard back from the lender. Once the lender has contacted us, we’ll be in touch again to let you know and if your case goes to the Financial Ombudsman Service (FOS) we’ll let you know exactly what’s happening and what to expect.

Can you offer debt advice?

Unfortunately we are not authorised to give financial advice. We recommend you visit the Money Advice Service where you can access a wide range of free help

PCP Car Finance

How much compensation could I receive?

The average PCP claim is around £3,000.

How long does it take?

The first stage of the claim can take 8-12 months but to fully process your claim can take even longer if referred to the FOS. The legal firm dealing with your case will respond to you as soon as they have any updates. Please request claims updates directly from the legal firm handling your case.

What fees do you take?

There’s no fee to pay upfront and if you don’t receive a payout, our panel of solicitors, who process your claim, don’t charge you anything. They work on a no win, no fee basis and charge a fee on any successful claims. The total charge is based on the total refund received from your lender. The amount you pay will either be a sum equivalent to the ‘Maximum % Rate of Charge’ or a sum equivalent to the ‘Maximum Total Fee’, whichever is the lesser. This will be confirmed when you receive a Conditional Fee Agreement (CFA) from the law firm before you proceed with your claim.


My Conditional Fee Agreement (CFA) says the legal firm charge £400 per hour

Our legal partners work on a No-Win, No-Fee basis. This means if you don’t win, you won’t be charged anything. If you do win you’ll never own more than you receive. The hourly rate refers to what is recovered from the ‘losing side’ which is the finance provider.

Can I claim if the finance company is not in the list?

No. But some use ‘trading styles’ so it’s important to check you have the actual company name and not a trading style.

I'm in an IVA, can I claim?

Unfortunately if you are currently in an IVA it is likely that a solicitor will not accept your case. This is because any compensation you receive will be offset against the debt and the solicitor won’t get paid.

Can I claim if the dealer has gone bust?

Yes, your claim is against the finance company, not the dealership.

Can I claim for a car that has now been sold?

Yes you can.

Can you claim if it was HP not PCP

Sometimes it says it was a HP, but in fact if you had a balloon payment or large final settlement payment, this is in fact a PCP and you can claim.

How far back can I claim?

We can help with mis-sold finance agreements in the last 10 years.

What is ATE insurance?

This stands for ‘After The Event’ and is also known as litigation insurance. It covers the legal costs associated with taking legal action. If you lose, which is rare, your insurance kicks in.

Can you do a no win, no fee PCP claim

Yes. Our panel of solicitors who process your claim offer a no-win, no-fee claim service. That means if they are not successful in claiming you a refund, you don’t have to pay anything.

What does PCP stand for?

PCP stands for Personal Contract Purchase and similarly, like Hire Purchase (HP) or a mortgage, it is a loan that is paid off monthly.

I don’t know if my finance was PCP?

Many big car companies rebrand their PCP products to make them more appealing, here are a few examples. Audi Solutions, BMW Select, Ford Options, Honda Aspirations, Jaguar Privilege, Kia Access, Land Rover Freedom, Mercedes-Benz Agility, Mini Select, Renault Selections, SEAT Solutions, Škoda Solutions, Vauxhall Flexible PCP, Volkswagen Solutions, Volvo Advantage

Is Hire Purchase and PCP the same thing?

PCP is a form of HP. With PCP you pay off a smaller proportion of the loan and pay a ‘balloon payment’ at the end of the deal in order to own the car. With HP you just pay larger monthly instalments with no balloon payment. We accept claims for both.

Why is PCP so popular?

Because of the lower monthly payments they allow you to get a more expensive car than you could using HP or a personal loan.

Who owns the car with PCP?

The loan finance in a PCP agreement is secured against the car, just like a mortgage. The finance company therefore has a financial interest on the car until the loan has been paid.

How long are PCP agreements?

Typically they last 36 months but can range from 18 to 48 months. Longer loans have smaller monthly payments but you end up paying more overall due to the intertest.

Can I terminate a PCP agreement?

Yes. Section 99 of the Consumer Credit Act says that in some circumstances you can voluntarily terminate a regulated HP or PCP agreement.

What happens at the end of my PCP agreement?

At the end of the agreement you can either give the car back, pay the balloon payment and own the car outright or part-exchange the car.

What is a deposit contribution?

Basically this is a discount in exchange for taking out the loan. Instead of taking £1,000 off the car, they are giving you £1,000 towards paying for the finance of the car.

Can my car be repossessed if I miss a payment?

If you have missed more than one third of payments due the finance company can repossess the vehicle. If you have paid more than one third, they need to get permission from the courts.

Personal Injury

How much personal injury compensation can I get?

Each personal injury case is decided on its merits, and the payout depends on the type of injury suffered and the severity. Read more in the section “How much compensation will you receive?

How long does it take?

Depending on the case, anywhere from three months to four years plus. Read more in the section “How long will a claim take?

Is there a time limit?

Yes. The general time limit (Statute of Limitations) for filing personal injury cases is three years from the date of the alleged negligence.

Can I calculate my compensation myself?

Yes, you can calculate how much you can get as a settlement with a claims calculator. Why not try our personal injury claims calculator (coming soon).

Plevin PPI

I was rejected for PPI, can I claim for Plevin?

Yes you can. You can still claim if you had your PPI claim rejected before the deadline of August 29th 2019 (even if the Financial Ombudsman upheld the rejection) or, you won your case but didn’t receive a payout. At the time of the PPI deadline there were 1.2 million claims who had been rejected but were eligible for Plevin. In 2019 the FCA ordered financial lenders to contact 150,000 clients who had been rejected, to inform them they could make a new complaint for Plevin.

How much are Plevin payouts?

If you had a £10,000 loan over 5 years the typical refund would be about £500.

How much are fees in a Plevin case?

Please check back soon, we are currently calculating the average amount per case.

How is the compensation amount calculated?

Any PPI policy that included commission above 50% can be compensated. The amount you get back is dependent on how much commission your policy had over the 50% threshold. For example, if your policy had a 65% commission fee, you would be liable for a 15% refund. The FCA has also advised that the historic interest rate plus 8% should also be considered when calculating Plevin PPI compensation amounts.

What is the difference between PPI and Plevin?

Plevin cases are concerned with the commission that was included in the PPI premium and which was not disclosed to the customer. PPI cases on the other hand are concerned with the mis-selling of the insurance policy to the customer and whether the customer actually needed the product to start with. This means even if you were not mis-sold PPI you could still have a Plevin claim.

What’s the Plevin PPI deadline?

Yes you can. Plevin cases come under the Consumer Credit Act 1974 and do not have a deadline.

Is PPI Plevin legit?

Absolutely. If you want to read up on the Supreme Court ruling see the article here