Complaint Accepted Questions

Payment Protection Scotland's complaint accepted questions are listed below:

» The bank has paid my PPI settlement money straight into my bank account – do I need to do anything?
» How much do I pay you?
» The 2011 Judicial Review delayed my PPI claim – do I still need to pay you?
» I have spent me PPI settlement money and cannot pay your invoice – what can I do?
» If the offer letter says that I am receiving my full premium, can I challenge it further?
» The process was straightforward and simple – why should I pay you?
» I have accepted the settlement offer, what happens now?
» When do I receive my invoice?
» How can I pay my invoice?
» When I receive a settlement offer, what do I do?
» I do not understand your invoice or charges made. Can you explain them to me?
» How long does it take to get my money?

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The bank has paid my PPI settlement money straight into my bank account – do I need to do anything?

It is very important that you tell us straightaway as you may find that the amount they have paid is incorrect. We are better placed to successfully challenge the bank to rectify any problems sooner rather than later.

How much do I pay you?

a) Our fees are 24% (VAT Inc.) of the total gross redress (total compensation before HMRC’s deduction) offered by your lender
b) If we do not recover any money for you then you do not have to pay anything (subject to cancellation clause)
An example of our fees is: -

• £1500 recovered, HMRC deduction £100 for income tax. Our fees on this would be £360 (24% VAT Inc.)
• £3000 recovered, HMRC deduction £200 for income tax. Our fees on this would be £720 (24% VAT Inc.)
• £10000 recovered, HMRC deduction £700 for income tax. Our fees on this would be £2400 (24% VAT Inc.)

c) Our fees relate to any contract entered from 1st April 2019. Contracts entered into prior to 1st April 2019 are chargeable at the rate outlined in such contracts.
d) In some instances, Lenders can re-investigate complaint after a final decision has been given. If the outcome of this is that your complaint is upheld and redress given, you will still be liable for out fees.
e) If your lender uses funds from a successful claim to offset an outstanding balance you would still be liable for our fee on the full award e.g. £10,000 award but £5000 used to remove an outstanding balance our Fee(s) would be £2400 (24% VAT inclusive of the £10,000 award) and you would receive £2600.

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The 2011 Judicial Review delayed my PPI claim – do I still need to pay you?

The short answer is yes and here’s why:

• The Judicial Review was started by the banks, possibly as a way to delay payment of PPI compensation to customers like you. We, as a claims management company did not receive fees during this period although we continued to work on customer PPI complaints
• We, Payment Protection Scotland, still carried on working hard on behalf of our customers, making sure their complaints were submitted in a timely manner so that banks would deal with complaints as soon as possible after the Judicial Review was resolved
• The majority of customers are more than happy to pay for our services as they recognise the hard work we completed on their behalf
• And finally, when you engaged PPS to claim your PPI compensation you entered into a legally binding, which clearly stated our terms and conditions. By signing these forms, you were agreeing to these conditions, which included agreeing to our fees, payable in the event of successful PPI claim

We welcome feedback – positive or negative – as we believe this improves our service to customers and you can do so by using our contact form or calling us. We’d love to hear from you!

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I have spent me PPI settlement money and cannot pay your invoice – what can I do?

This is an uncomfortable situation and one that could be potentially serious for you. The best way to avoid this is to pay our invoice on receipt or keep our money to one side until you receive your Payment Protection Scotland invoice.

If you do not pay your invoice, then this unfortunately means that you are in breach of contract with us and we can enforce this legal contract through the law courts.

However, we would rather avoid this course of action; you should, in the first instance contact us so we can discuss the options open to you to pay the balance on your account, without the need of court action.

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If the offer letter says that I am receiving my full premium, can I challenge it further?

Quite often, what the bank believes you should be receiving and what we believe you should be receiving, can differ (usually with the bank figures being less than ours!). As part of our PPI claims management service to you, we prefer to check (and double-check) any PPI settlement offers you receive to make sure you are not losing. If there is a discrepancy, we have more chance of success to rectify this if we act sooner, rather than later.

This is why it is imperative you contact us with any settlement offers as soon as you receive them.

The process was straightforward and simple – why should I pay you?

• By engaging a claims management company like PPS, the hassle of your PPI claim has passed to us.
• We are an experienced and trusted claims management company and we worked hard on your behalf to get you the best possible PPI settlement claim.
• We also believe we offer a great service and that during the PPI claims process, you were kept up-to-date and well-informed of the progress of your claim.
• You also entered into a legally binding contract with us therefore you are obliged to pay us the final invoice amount.

If you think our service could be improved, then we would welcome your feedback by completing our ‘contact us’ form. We welcome negative and positive comments as we believe they are invaluable in developing both our customer service and business as a whole.

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I have accepted the settlement offer, what happens now?

If you are happy with the settlement offer made – and we confirm that the figure matches what we believe you should be receiving – then your claim will be settled direct by the bank or lender sending you a cheque or making a deposit into your bank account. They may send us your cheque which will be post on to as soon as possible.

Each bank at this stage, deal with the payment of settlements in different ways. We deal with each bank on an individual basis so that you receive your PPI compensation payment quickly, without the need for you to badge the bank for the money that you are owed.

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When do I receive my invoice?

We calculate our fee (35% of your final settlement figure) as soon as you have accepted your PPI settlement offer. We endeavour to invoice you as soon as possible so that you can pay us for our services; you can then go on and enjoy your PPI compensation without worrying about paying our invoice.

If our invoice arrives before you receive your settlement cheque, then you pay the outstanding balance when you cheque has cleared.

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How can I pay my invoice?

Please contact us on the details below to discuss:

Telephone: 01698 440 820

Email: info@paymentprotectionscotland.co.uk

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When I receive a settlement offer, what do I do?

It is very important you let us know as soon as possible. The likelihood is that we will also receive notification of any settlement offer made to you and we would want to check this figure to make sure you are receiving the right amount.

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I do not understand your invoice or charges made. Can you explain them to me?

We try to keep our charges and invoices as simple and as clear as possible. However, if you are unsure or feel that the invoice is not clear then you can use the frequently asked questions section on online or read through the ‘information suite’. There is also information on our fees in the claims pack we initially sent you.

However, if you are still unsure then phone your nearest regional office either Edinburgh 0131 224 0094 or Lanarkshire 0131 224 0094. You can also use our ‘contact us’ form for an email response.

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How long does it take to get my money?

Every bank deals with PPI settlement payments differently and so answering this question precisely is difficult without knowing further details.

Some banks, for example, pay the settlement figure as soon as they make an offer to their customer whilst other banks make an offer, but then also require acceptance forms to be completed, signed and returned before they release the monies.

Here are Payment Protection Scotland, we have structured our business to handle each complaint with each bank on an individual basis. This makes an effective system, meaning we can give you a better idea of when your claim will be successfully completed and that you receive your PPI compensation quickly.

If you have any further questions you can phone your nearest regional office either Edinburgh 0131 224 0094 or Lanarkshire 0131 224 0094. You can also use our ‘contact us’ form for an email response.

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