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1 1 of 8 07/02/ :58 Complaints handling procedure Make a payment Request a call back Freephone Menu Terms and Conditions Mis-Sold Payment Protection Insurance Terms and Conditions 1. What WILL Brunel Franklin do for you? CLAIMS FORM Your name Contact the relevant lender to check whether or not there ha,s or ever has been, PPI added to your agreement ( PPI Check ) Assess your claim, and if appropriate, pursue a claim for the recovery of your losses on your behalf. address Deal with all areas of your claim, including all correspondence and negotiations where required with relevant companies and/or institutions. It may be necessary for us to obtain further signed Your phone number documentation to make this possible. If needed, and with your consent, we will pursue your claim with House number the Financial Ombudsman Service, the Financial Services Compensation Scheme (or other regulatory body) at no additional cost to you. Postcode Inform you of any/all offers of settlement we receive, evaluate them and inform you in writing whether we consider you should accept or reject the offer. Always act in your best interests when pursuing your claim and SUBMIT achieving for you the best results realistically obtainable. If, as per your instruction, the recovered amount is paid directly to Brunel Franklin, we will deduct our agreed fee and forward the rest of the amount awarded to you without delay.

2 2 of 8 07/02/ :58 Call to speak to us FREE on If the payment is made directly to you, which can happen, we will forward an invoice to you for payment within 14 days of receipt of funds. We must inform you that if your claim is successful, your Payment Protection Insurance will be cancelled. 2. What WON T Brunel Franklin do for you?: Guarantee to win a claim we accept and pursue. Give/offer you financial and/or legal advice. Pursue a claim that in our opinion has no realistic chance of success, and we reserve the right to cancel this Agreement if we form this opinion. Tell you to accept an offer we consider insufficient or to reject an offer we consider adequate. 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. Accept an offer of compensation on your behalf without your agreement. Take your case to court (although we will inform you if we think you should). 3. What do we require you to do? Provide all relevant information we may request without delay, to enable us to pursue your claim efficiently. Provide us with clear instructions. Fully cooperate with us. Not to mislead us or ask us to act in an improper or unreasonable way. Read all claims documentation carefully and retain them. To provide us with, and ensure that we have, exclusive authority for the duration of the contract: (a) to pursue your claim, (b) to enter into correspondence and negotiations on your behalf, (c)

3 3 of 8 07/02/ :58 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. If payment is made directly into your bank account, you must ay our invoice within 14 days of receipt of funds. 4. Data Protection: We will hold, control and process your personal information in accordance with the Data Protection Act 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 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

4 4 of 8 07/02/ :58 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:- If we do not succeed in obtaining compensation, you pay us nothing. Compensation means the total cash received, or the total refund offset against arrears on an outstanding balance, or a combination of both. We would not charge for any reduction in monthly payments We charge 33% + VAT. The current rate of VAT is 20%. So if compensation of 1,000 is awarded, our fees would be 330 plus 66 VAT totalling 396. You would receive 604. Compensation includes payment against arrears but does not include removal of unpaid premiums from loans. Without exception, all invoices must be paid in full within 14 days of receipt of funds. Debt Recovery The costs of any County Court action ( ) 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

5 5 of 8 07/02/ :58 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 We can cancel this Agreement at any time. There will be no fee payable if we tell you your claim is unlikely to succeed and you have fulfilled your obligations (as laid out in section 3 of this agreement). Cancellation of this Agreement by Brunel Franklin will be made in writing. You can cancel this agreement in any way but this should be followed up by confirmation in writing, either by fax, letter or

6 omepage Brunel Franklin of 8 07/02/ :58 . A cancellation form should you wish to use it can be requested by phone or or downloaded from our website. There will be no cancellation fees payable if you cancel prior to the completion of the PPI check. If this agreement is cancelled (by either party) when an offer of payment has been made, which is consistent with the Financial Ombudsman Service or Financial Conduct Authority guidelines, we will enforce our charges of 33% + VAT. If, after the 14 day cooling off period, you cancel this Agreement prior to any offer of settlement being made, we reserve the right to invoice you for administration costs charged at 50 + VAT per hour up to a maximum fee of VAT per complaint. Complaints Procedure How can I make a complaint? A complaint can be made by any reasonable means, either by letter, telephone, 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: Or by CustomerRelations@brunelfranklin.com What happens next? On making a complaint you will receive an acknowledgment either in writing or by 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

7 7 of 8 07/02/ :58 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: By cmc@legalombudsman.org.uk Website:

8 8 of 8 07/02/ :58 Services Legals Contact PPI Refunds Packaged Bank Accounts Mis-sold investments About us Privacy policy Terms & conditions Contact page Complaints handling procedure Flairford Securities Ltd, trading as Brunel Franklin. Company Number Registered in England and Wales.VAT Number: Flairford Securities Ltd, trading as Brunel Franklin (info brunelfranklin.com) is regulated by the Claims Management Regulator in respect of regulated claims management activities (CRM13067); its registration is recorded on the website Please note: We operate on a No Win, No Fee** basis and do not ask for fees up front. We will also never ask for payment in person. If you have been asked for an upfront fee, payment in person or payment without evidence of your PPI refund from people claiming to be Brunel Franklin, please contact us immediately on FREE. *Based on customers who won in the period 01 October 2015 to 21 April 2016 and before fees and taxes. **Fees may be payable in exceptional circumstances as outlined in point 7 of our Terms of Engagement. ***percentage of customers where a complaint was made between April Sept 2015, who had not previously sought redress and where there was PPI. Figure based on a survey conducted in April Brunel Franklin.