CLIENT CLAIMS INFORMATION
Impakt Claims are a Claims Management Company (CMC) regulated by the Financial Conduct Authority (FCA). Our role is to represent our customers in managing complaints relating to banks failing to protect customers from fraud and/or scams.
Post: Impakt Claims, Pioneer House, Pioneer Business Park, North Road, Ellesmere Port, CH65 1AD
Email: FraudRefunds@impaktclaims.co.uk
Telephone: 03339965800
We manage complaints on behalf of people who feel they were mis-sold to and work to maximise the amount refunded to you. Impakt Claims also manage complaints against the mis-selling of Pay Day Loans.
- Customers authorise us to act on their behalf in managing the claim by signing a letter of authority.
- We then submit claims as letters of complaint to the relevant companies. We manage your claim across however many banks or financial institutions there are claims against.
- Banks and financial institutions have published timescales within which they are required to acknowledge and respond to complaints.
- We engage with themto ensure they have the necessary information to progress your claim and that they respond within the stipulated timescales.
- On receipt of an offer to settle the claim we undertake an assessment to ensure it is fair and appropriate. Our team has significant experience in financial services and of dealing with lenders and banks across the industry, enabling us to maximise the refund due to you.
We keep you informed of progress at each stage of the claim process with regular updates by e-mail and text. In addition, we have a team of fully trained, friendly staff who will assist in answering any queries you might have. We operate on a ‘no win no fee’ basis which means that if your claim is rejected, you pay nothing at all. That’s regardless of the amount of work that may have been undertaken on your behalf. If your claim is successful, our fees are taken as a percentage of the amount of refund we have successfully managed to claim on your behalf with VAT added. An illustration of our fees for asuccessful claim is shown below based on 3 differing refund amounts.
You are not required to use the services of Impakt Claims to pursue your claim. It is possible for you to present your claim for free either to the lender/bank against whom you wish to complain or to the statutory ombudsman. Impakt Claims assess responses made by your lenders/bank and will provide you with relevant information to make an informed decision regarding responses received. We aim to maximise your claim by working with lenders/banks and the Financial Ombudsman Service to ensure fair treatment.
Examples of refund offers and fee structure*:
Scenario 1 – Lender offers balance write off:
Where an offer of compensation is solely for write off or balance reduction of an existing debt, if the amount being written off is less than £1000, there is NO FEE payable to us. E.g., Where a lender determines that you are due a refund of £750 but where you still have an outstanding balance greater than or equal to the £750 with them, they will apply the refund to that balance to reduce that.
Scenario 2 – Lender offers a cash refund:
Our normal percentage fee will vary according to the level of refund we have been successful in obtaining, details of which are shown in the table below.
| Refund Amount | Fee Percentage Payable % | Maximum Fee £ |
| Up to £1499 | 30 | 420 |
| £5000-£9999 | 28 | 2500 |
| £10000-£24999 | 25 | 5000 |
| £25000-£49999 | 20 | 7500 |
| Over £50,000 | 15 | 10000 |
*These figures above are shown for illustrative purposes only and not an indication or estimate of the amount that might be recovered. Depending on the value of your claim, your refund may be more or less than that shown in the examples above.
Scenario 3 – Lender offers a cash refund and a balance write off:
If Compensation of £6000 is awarded but £3000 is used to reduce your outstanding balance with that lender, we will charge you whichever is the lower amount, either:
– 75% of the cash amount you receive, inclusive of VAT, in this instance £2250 or
– 28% + VAT of the total refund, including the offset against an outstanding balance) which would equate to £2016
In this instance, our fee would be £2016. You would then receive £984 – the £3000 cash refund minus our fee of £2016 whilst obviously benefitting from the large balance write off as well.
Right to Cancel
You have a 14 day ‘cooling off’ period from the day that You sign this agreement in which to cancel it without charge. If You choose to do this then:
We will cease all work on Your claim(s)
We will notify all of the lenders/bank(s) that We have made contact with that We are no longer managing Your claim.
We will not make any charges to You for the work already undertaken.
If the 14 day ‘cooling off’ period has passed You can still cancel the agreement at any stage, but will be liable to pay the following:
If the contract is cancelled AFTER the ‘cooling off’ period but BEFORE a compensation offer is received, then We will charge a fee of £50 for each case that you wish to cancel to cover the cost of work undertaken up until that point.
If the contract is cancelled AFTER a compensation offer is received then the standard success fee outlined above in section 8 is payable. (This includes where the refund might be paid within the cooling off).
You can cancel this agreement at any time after the 14-day cancellation period. However, if a complaint submitted by us is successful, the Success Fee will apply in the usual way.
Payment of cancellation fees is due within 14 days of Us invoicing You for the cancellation fee.
If You decide that You do not want to proceed with Our services, You can cancel Your contract by any reasonable means including verbally or over the telephone by calling our telephone number 03300 165808 058 1120, by email at cancellations@impaktclaims.co.uk or by post at Our address Impakt Claims, Pioneer House, Pioneer Business Park, North Road, Ellesmere Port, CH65 1AD.
If You decide that You do not want to proceed with Our services, You can cancel Your contract by any reasonable means including verbally or over the telephone by calling our telephone number 0330 058 1120, by email at cancellations@impaktclaims.co.uk or by post at Our address Impakt Claims, Pioneer House, Pioneer Business Park, North Road, Ellesmere Port, CH65 1AD
The notice of cancellation must be sent by post or emailed to cancellations@impaktclaims.co.uk
An example of some of the customer testimonials Impakt Claims have received to date are featured below:
“I need to thank you for your help when we spoke on the telephone today. Your friendly and responsive manner was typical of the way in which all your colleagues have dealt with my claims. I’ve found everyone at Impakt Claims to be extremely helpful, and always happy to answer any questions in a polite and business-like manner. I would not hesitate in recommending Impakt Claims to anyone who is looking to find a responsive and knowledgeable company to handle their financial claims.”
“To begin with I assumed them to be a bog standard claims management company that might/might not be good at getting claims addressed but I thought I would give it a go. I could not have been more wrong about them. Yes, they have successfully managed 3 claims to date returning over 3k in returned cash and written off debt, but they have also advised a couple of other claims did not merit further chasing, they have been incredibly honest with me at all times and they have hugely impressed me with their integrity and fairness. They are very effective communicators, and they are always working hard in my best interest.”
“The communication was amazing. I never got anywhere when I complained, I knew it was wrong, so I contacted Impakt and received over £2500. Thank you so much. The replies are almost instant, they keep you up to date even if there is no response from lenders yet! Just to let you know they have not forgotten.”
Impakt Claims is a trading style of The Claims Experts Ltd. Registered address is Pioneer House, Pioneer Business Park, North Road, Ellesmere Port, CH65 1AD, United Kingdom (company number 11600861). Impakt Claims are authorised and regulated by the Financial Conduct Authority (FRN 836692). Data Protection Registration number ZA477153.