Pre contractual information PPI

PPI Claims Process

Impakt Claims offer an end to end PPI claims service, we do all the hard work for you. We check for PPI on all your current and historical financial agreements such as, banks, car loans, credit cards, store cards and catalogues. If we identify PPI, we will act on your behalf to claim redress on any mis-sold policies.


You are eligible if you can answer ‘Yes’ to the following 3 questions below:

  • Do you think you may have taken out PPI ?
  • Unsure sure if you took out PPI ?
  • Is this the first time you’ve tried to claim back PPI ?


Bankruptcy/IVA & Debt Management Plans

  •  If you have ever been involved in an IVA, or declared bankrupt, we are not able to take on your case.
  • If you have a Debt Management Plan you may be able to proceed with a claim. It is important to be aware that any compensation your may receive, this could be used to pay your creditors, and you will still be liable to pay our fee.


Our PPI Claims Process

Step 1

Complete our  PPI Claim Pack:

We require you to complete and return all documents within the claim pack to us so we can proceed with your claim for mis-sold PPI;

  • Our Terms and Conditions of business
  • Letter of Authority (single and joint)
  • Individual Letters of Authorities
  • Further Information Sheet (information detailing previous names and addresses to enable the lender/bank to complete full disclosure of PPI policies)
  • Any documents you may hold relating to the sale of the PPI policy
  • Please note: if any of the accounts you wish to claim against are in joint names then throughout your claim we may need to speak to you and the other party. To begin a claim, you will need to provide the joint party’s signature. We cannot act as an intermediary between the two parties.


Step 2

FREE PPI Check: Once we receive your claim pack we will contact your lender(s) and request the disclosure of any instances of PPI using our pre-submission agreement. The timescale for this disclosure from your banks or lenders can take up to 40 working days. In most instances you need only provide us with the name of your bank/lender to obtain full details of the PPI policies held historically with the bank/lender, however, sometimes we may need to gather further information from you to support your claim.

Step 3

If PPI is identified: We will contact you to complete a PPI questionnaire. This will enable us to build a solid case towards your bank/lender that the policy may have been mis-sold to you. We will then send you the completed questionnaire for you to check, sign and return.

Step 4

A Letter of Complaint is then sent to your banks/lenders. Once we receive your signed PPI questionnaire, we will then construct a letter of complaint to your bank/lender based upon the information provided on your PPI questionnaire. The banks/lenders acknowledge our complaint usually within 14-21 days, however they a total of 8 weeks to investigate the complaint as outlined by The FCA (Financial Conduct Authority). The banks/lenders may contact you direct during this time to gather further information from you.


PPI Refunds and Our Fees:

Successful Claims – If we are successful and the banks/lenders uphold your claim, we will charge you our fee of 20% plus VAT of the full refund amount. This is calculated before any applicable tax payment/deduction of which you are liable. This is further explained in our Terms and Conditions.


Unsuccessful Claims – If your claims is unsuccessful, we will review the response from your banks/lenders. We will then contact you to discuss escalating your claim further with your banks/lenders or where we deem appropriate, the Financial Ombudsman Service. There is no fee for this service and if successful our fee of 20% plus VAT will still apply. If your claim(s) are still unsuccessful following escalation to FOS, we will close it down at this stage and you will not be charged any fees.


14 Day Cooling Off Period & Cancellation

You have a 14 day cooling off period, this starts from the date your sign the terms and conditions on your claim pack. Our fee will not be charged if you decide to terminate this agreement prior to the Letter of Complaint being sent to the banks/lenders. If requested, we will acknowledge that the agreement has been terminated via e-mail. If you wish to cancel, please call, e-mail or speak to us using the contact details on our website.


The FOS (Financial Ombudsman Service)

The Financial Ombudsman Service (FOS), is an independent, free service in the UK for settling disputes between businesses offering financial products and their customers. As well as gaining guidance from the FOS, you have the right to seek free independent advice elsewhere before committing to using our services. Should your claim be rejected by the bank/lender, you can independently refer your complaint to FOS. Please note, should your claim be successful, you would be liable to pay our fees.


Making a Complaint

Impakt Claims strictly adhere to the Complaint Handling Rules 2015, set out by the Claims Management Regulator.

We are obliged to make you aware of Our procedures to be followed in the event of a complaint.

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 to:


Impakt Claims

Pioneer House

Pioneer Business Park

North Road

Ellesmere Port

CH65 1AD

Tel: 03300 165808



Should you have a complaint in regards to the service we have provided, we have an internal complaints procedure which you should follow. The full process can be found on our website, or will be sent to you on request, but a brief summary is provided here:

You should contact us by email, telephone, post or in person at our offices and provide details of what you are complaining about. While not mandatory, we do find it useful if you also tell us what you would like us to do to put this right.

We will acknowledge your complaint in writing within 5 working days. We will tell you who will be handling your complaint and the full details of the process they will follow.

We will then investigate your complaint and within 8 weeks:

Send you our final response letter; or

Send you a letter to advise that we are not in a position to give you our final response, but advise you when we feel we expect to be able to do so.

In either case we will inform you of your right to complain to the Financial Ombudsman if you are unhappy with the response given. We will also detail how to do this and the time limits that apply.


Data Protection

We adhere strictly to the rules and regulations of the Data Protection Act 1998 and all details provided by you will be held safely and securely by ourselves. Your information will not be passed to any third party companies. The Claims Experts Limited trading as Impakt Claims is registered with the Information Commissioners Office for Data Protection purposes with registration number ZA477153.