Pension Transfer Claims
0203 634 9894

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Terms and Conditions

CHARTERHOUSE CLAIMS LIMITED PRE-CONTRACT INFORMATION AND TERMS AND CONDITIONS OF CONTRACT. THIS DOCUMENT CONTAINS IMPORTANT INFORMATION.

YOU SHOULD READ IT THOROUGHLY BEFORE SIGNING AND YOU SHOULD ONLY SIGN IT IF YOU HAVE READ AND AGREE TO ITS CONTENTS.

Our Service
1.1. We are Charterhouse Claims Limited (trading as Charterhouse Claims) registered in England and Wales with registered number 07300271, Registered Office Address: Unit 64 Capital Business Centre, 22 Carlton Road, South Croydon, CR2 0BS. Charterhouse Claims Limited is regulated by the Claims Management Regulator in respect of regulated claims management activities.
1.2. Charterhouse Claims Limited provide mis-sold Pension Transfer claims services.  In summary:
1.2.1. Once we have received your completed paperwork we will investigate your claim by obtaining copies of all relevant documentation from your Financial Advisor (FA). 
1.2.2. Once we receive the paperwork from your financial Adviser this will be reviewed to see whether the advice provided was suitable given your needs and circumstances at the point of sale. 
1.2.3. If we think your Pension Transfer was mis-sold we will submit a claim to the Financial Adviser who recommended this. They have 8 weeks in which to respond to this. (In exceptional circumstances it may take longer than this.)
1.2.4. If your claim is rejected by your Financial Advisor we may submit it to the Financial Ombudsman Service (“FOS”) for consideration. We will ask you before we do this.
1.2.5. If your Financial Advisor no longer exists we may submit your claim to the Financial Services Compensation Scheme (“FSCS”)
1.2.6. If your claim is successful and you receive a reasonable offer of compensation we will charge you our Success Fee as shown in clause 3.1 of this agreement.
1.2.7. If you decline a reasonable offer of compensation which we advise you to accept and which is consistent with the Financial Conduct Authority (“FCA”), FSCS and FOS guidelines, our service under this agreement will be complete and we will charge you our Success Fee as shown in clause 3.1 of this agreement.

2.   Your obligations
2.1. You appoint Us as your agent so that we can liaise with your Creditors.
2.2. You must ensure that you always supply truthful and accurate information.
2.3. You must forward promptly any correspondence which you receive regarding your claim to Us.
2.4. You must promptly reply to any request for further information and documents We make.
2.5. You must provide all documents, including in electronic form, in your possession that are relevant to the claim and which give evidence of a fact in the claim.
2.6. You must pay our fees within 10 working days of receipt of redress. You should consider how you will pay our fee if compensation is awarded to you in the form of a reduction in an outstanding balance or arrears, or if you decide to decline a reasonable offer of compensation which we recommend that you accept.
2.7. You ask us to commence work in providing our service to you during the cancellation period set out in clause 4.
2.8. All answers or statements given by you are your responsibility.

3.Our Fees
3.1. We will charge you either (i) a Success Fee of 25% + VAT of any compensation which you receive or if you decline a reasonable offer of compensation which we recommend that you accept and which is consistent with the FCA, FSCS and FOS guidelines, we will charge you (ii) a Success Fee equal to 25% + VAT of the compensation which was offered to you and which we recommended that you accept. For example:
3.1.1. If you receive £20,000 in compensation we will charge you £5,000 + VAT leaving you with £14,000.
3.1.2. If you were to decline any reasonable offer of compensation which is consistent with the FCA, FSCS and FOS guidelines, and which we recommend to accept, we would charge you 25% + VAT of the offer amount.
3.2.    You should be aware that compensation means benefit which you receive as a result of our service, there may be situations where the compensation is credited to your Pension Plan and you will still have to pay our fee.
3.3. If you wish to request a copy of the information we hold pertaining to you, you may do so by phone, in writing or by email. This information will normally be provided to you in a timely fashion and at no cost, however we may charge a reasonable fee where a request is manifestly unfounded or excessive, particularly if a request is repetitive. 
3.4. If you fail to pay our fees within 10 days of receipt of redress we may charge a late payment fee of £50.
3.5. You may be responsible (subject to a courts discretion) for all costs and expenses incurred by the Company as a result of non-payment of fees, including but not limited to, Court fees, Late Payment Charges and Interest.
3.6. All sums due from the Client which are not paid on the due date (without prejudice to the rights of the Company under the Contract) shall bear interest from day to day at the rate of 8% per annum above the Bank of England base rate.

4. Cancellation
4.1. You have the right to terminate the Contract at any time by contacting the Company by any reasonable means, including by phone, email, in writing or using a copy of our Cancellation notice which can be found at www.charterhouseclaims.com, you may request this notice if you do not have access to the internet.
4.2. If you cancel during the first 14 days after you sign this agreement you will not have to pay any fee
4.3. We can cancel this agreement if you materially breach any of your responsibilities and you fail to rectify your material breach within 21 days of Us telling You which We will attempt to do by both telephone and post.
4.4. If this agreement is cancelled after the fourteenth day, by either you or us (in accordance with clause 4.3), we will charge you for the value of the work that we have undertaken up to the point that you cancel, at a charge of £45+ VAT per hour.

5.Complaints
5.1. At Charterhouse Claims Ltd we take customer relations very seriously and we always strive to improve our service. Any complaints we do receive will be dealt with quickly and professionally following the guidelines outlined below:
5.1.1. Complaints may be made in writing, by e-mail, by telephone or in any other form in respect of a claims management service that we have provided and that is regulated under the Compensation Act 2006.
5.1.2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business. Where ever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.
5.1.3. Within eight weeks of receiving a complaint we will send you either:
5.1.3.1. a final response which adequately addresses the complaint: or
5.1.3.2.  response which:
5.1.3.2.1. Explains why we are still not in apposition 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
5.1.3.2.2. Informs you that you may refer the handling of the complaint to the Legal Ombudsman if you dissatisfied with the delay.
5.2. Where we decide that the 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.
5.3. If we are unable to resolve your complaint, or if a complaint is not resolved after eight weeks then you can have the complaint independently looked at by the Legal Ombudsman. The Legal Ombudsman investigates complaints about poor service from claims management companies. 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, or wish to refer a complaint, their contact details are as follows:
Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG
Call: 0300 555 0333 (between 8.30am to 5.30pm)
Website: www.legalombudsman.org.uk/cmc
Email: cmc@legalombudsman.org.uk

6. Other important information
6.1. You are entitled to seek further advice in relation to your claim and to consider what services might be most appropriate to your claim for compensation. In particular you have the right to shop around and you should be aware of the services provided by the FOS.
6.2. You acknowledge and agree that the Company will perform an address check on you for the purposes of providing complete information to the third party the claim is being made against.
6.3. The provisions of the Contracts (Rights of Third Parties) Act 1999 are excluded from this agreement which means that only you and we have any rights under this contract. However if you ask us to liaise with anybody else on your behalf in relation to this contract we will do so provided that you give us your written permission.
6.4. Our service is personal to you and for this reason you are not able to assign this contract to any other person,
6.5. We can assign our rights and responsibilities in this contract provided that the person we assign it to agrees to provide the same services to you in accordance with this contract. We will write to you before any assignment is made to ensure that you are aware that it is happening.  You have the option to cancel your contract without charge in these circumstances.
6.6. Introducer Fees. If your details have been referred by a third party Charterhouse Claims Ltd may pay them an introducer’s fee.
6.7. You should consider whether you have alternative mechanisms for pursuing a claim i.e. legal expenses insurance.

Version: 16th May 2018