Terms and Conditions

Our Service

  1. Discuss any potential claim and advise you if you have a potential claim against, and of any information required to submit a claim to, a Third Party.
  2. Provide you, using FMS’s experience of Claims Management, with impartial advice on the risks and benefits of pursuing a claim against the Third-Party Financial Institution.
  3. Assist you in gathering any information required to submit a claim to a Third Party.
  4. Submit the claim to the Third Party on your behalf
  5. Liaise with the Third Party on your behalf; please note the Third Party may contact you directly. 
  6. Advise you on the suitability of any offer of settlement made by the Third-Party Financial Institution.
  7. Keep you informed of the progress of the claim 

Steps for you to take

  1. Provide FMS with full and accurate information and not mislead it in any way.
  2. Read and retain all claims documentation.
  3. Respond to any request from FMS for instructions or further information without delay.
  4. Provide all documents in your possession that are relevant to the claim and which give evidence of a fact in the claim
  5. Advise FMS of any change of contact details immediately.
  1. Advise FMS of any correspondence received from any Third Party in relation to the claim, including, but not limited to, the Third party Financial Institution, The Financial Ombudsman Service and the Financial Services Compensation Scheme.
  2. Provide FMS with an additional signed Letter of Authority when required for FMS to obtain details in relation to the claim
  3. Pay any fees to FMS promptly and no later than the date they become due.
  4. Pay any tax liabilities that arise from a successful claim.

Keeping you Informed

If we are in receipt of any information relevant to your claim, at any stage during the claim process, we will notify you promptly. 

We will never the less provide you with a Summary Report every six months, unless we are required to notify you upon receipt of new information. A Summary Report will be provided Six Months from the most recent Notification. Where we have no new material information to disclose, we will provide a six-monthly update detailing that there have been no material developments. This will not apply if you expressly request not to receive an update from us.

Complaints

If for any reason, you are unhappy or dissatisfied with any aspect of our service, you may make a complaint using the following channels:

Emailing: tom.gallagher@fmsppi.co.uk

Mail: Complaints Manager, Family Money Savers Ltd, Unit 50, First Floor, Express Networks 1, 1 George Leigh Street, Manchester, M4 5DL

By Calling: 0161 804 0170

Fees

Fees are dependent on an offer for compensation by the lender.

Example 1

Example 2

Example 3

Gross Compensation

£1,000

£3,000

£10,000

Our Fee (20%)

£200

£600

£2,000

VAT (4%)

£40

£120

£400

Total invoice Including VAT

£240

£720

£2400

Cancellation or Termination of Agreement

Right to cancel – You have the right to cancel the agreement within 14 days of signing the agreement. You will not incur a charge for any services provided within this time.

Right to terminate an agreement - You may terminate the agreement at any time after that period, however you will be charged an administrative fee for works completed. The following fees will be applied: £75 for the Letter of complaint sent to lender, £25 for each subsequent letter to, £5 for each phone call to, and £1 for each email to the client, lender or other Third Party on behalf of the client. These fees only apply if you terminate the agreement after the 14 day cooling off period.

If you would like to exercise any of the above, you can do so by contacting us through the following:

Email: info@fmsppi.co.uk

Completing and returning the cancellation/termination form you received to the following Address:

Family Money Savers Ltd, Unit 50, First Floor, Express Networks 1, 1 George Leigh Street, Manchester, M4 5DL

The Financial Ombudsman

You have the right to make a claim directly yourself to the lender for free or through another third-party.

If your claim is unsuccessful you can make a complaint to the Financial Ombudsman Service for free.

You are not required to use the service of a Claims Management Company.

Payment Protection Insurance Terms and Conditions                                   

Responsibilities and Procedures

Family Money Savers Limited (“FMS”/”the Company”) shall:

  1. Discuss any potential claim arising from any aspect of the sale of the credit and payment protection insurance, including but not limited to the non-disclosure of commission received, and advise you if you have a potential claim against, and of any information required to submit a claim to, a Third Party.
  2. Provide you, using FMS’s experience of Claims Management, with impartial advice on the risks and benefits of pursuing a claim against the Third-Party Financial Institution.
  3. Assist you in gathering any information required to submit a claim to a Third-Party.
  4. Submit the claim to the Third Party on your behalf; this can include The Financial Ombudsman Service or Financial Services Compensation Scheme. 
  5. Liaise with the Third Party on your behalf; please note the Third-Party may contact you directly. 
  6. Advise you on the suitability of any offer of settlement made by the Third-Party Financial Institution.
  7. Keep you informed of the progress of the claim as and when there is an update.
  8. Process your data in accordance with the Data Protection Act 2018.

You shall:

  1. Provide FMS with full and accurate information, and not mislead it in any way.
  2. Read and retain all claims documentation.
  3. Respond to any request from FMS for instructions or further information without delay.
  4. Provide all documents in your possession that are relevant to the claim and which give evidence of a fact in the claim
  5. Advise FMS of any change of contact details immediately.
  6. Advise FMS of any correspondence received from any Third Party in relation to the claim, including, but not limited to, the Third-party Financial Institution, The Financial Ombudsman Service and the Financial Services Compensation Scheme.
  7. Provide FMS with an additional signed Letter of Authority when required for FMS to act on your behalf, to obtain details in relation to the claim.
  8. Pay any fees to FMS promptly and no later than the date they become due.
  9. Pay any tax liabilities that arise from a successful claim.

You do not need to use a claims management company to make your complaint to your bank, and if your complaint is not successful you can refer it to the Financial Ombudsman Service yourself for free

Compensation:

“Compensation” means the total monies and the full value of benefits offered by the Third-Party Financial Institution, before any deductions e.g. income tax, arising from any claim made by FMS on my/our behalf.  Compensation may include inconvenience interest which is liable to income tax and the Third-Party Financial Institution may deduct this at source.

Fees:

Our fee is 24% (inclusive of VAT @ 20%) of the gross compensation before any such income tax.

Fees are dependent on an offer for compensation by the lender:

Example 1

Example 2

Example 3

Gross Compensation

£1,000

£3,000

£10,000

Our Fee (20%)

£200

£600

£2,000

VAT (4%)

£40

£120

£400

Total invoice Including VAT

£240

£720

£2400

If you have outstanding liabilities with the person against whom the claim is to be made such as late repayments due under a credit agreement any damages, compensation or settlement monies might, in certain circumstances, be off-set against those outstanding liabilities; and you will, where necessary, need to pay the firm’s fees from your own funds.

If you have been declared bankrupt, are subject to a pending bankruptcy petition, are subject to an individual voluntary arrangement, have proposed an individual voluntary arrangement, are subject to a debt relief order have any other similar processes or arrangements in place any damages, compensation or settlement monies might, in certain circumstances, be off-set against your outstanding debts; and you will, where necessary need to pay the firm’s fees from funds which are not subject to these processes.

Fee Examples:

Example A: All compensation is "cash in hand"

Gross Compensation:

Of which cash

Fee charged @ 24% (Inclusive of VAT @ 20%)

£1,800

£1,800

£432

Consumer pays fee and

Retains

£1,368

Example B: Compensation includes "cash in hand" award with loan and future instalment reduction

Gross Compensation:

Of which cash

Loan reduction

Fee charged @ 24% (Inclusive of VAT @ 20%)

£1,800

£1,000

£800

£432

Consumer pays fee and retains

£568

Example C: Compensation is used to offset arrears consumer has on credit card or loan

Gross Compensation:

Of which cash

Set off arrears

Fee charged @ 24% (Inclusive of VAT @ 20%)

£1,800

£0

£1,800

£432

Consumer pays fee of

£432

Payment terms:

FMS’s agreed fee is 24% (inclusive of VAT @ 20%) of the gross Compensation amount awarded before any deductions or reductions per successful claim. If:

  1. FMS does not receive a Compensation payment (because it is paid directly to you or you receive it as discount or reduction in the loan/credit card amount outstanding and/or as a reduction on any interest or capital outstanding); or
  2. You do not accept the offer of Compensation which is made in accordance with the regulatory guidelines

I/we understand that we must pay our fees and such payment must be made no later than 10 days from me/us being advised that compensation has been awarded or from when I/we decline to accept the offer. ‘Family Money Savers’ will appear on my/our bank/card statement after you have made a card payment. I/We are aware and acknowledge that any compensation may be offset for purposes of satisfying any current and outstanding liabilities. In this event, we must pay our fees from our own funds

Please inform us as soon as possible if you are unable to afford/settle the fees due to us once you have been compensated, failure to do so within ten days of receiving compensation or refusing to accept an offer, may result in additional charges: a charge of £25 plus VAT will be added for each late payment reminder. You understand that any unpaid fees may be passed to a third-party debt collection agency, and that any additional costs accrued pursuing the debt will also be added to the total debt, including, but not limited to, the costs of any third-party debt collection agency or court costs.  

Law & Jurisdiction: The law applicable to this contract shall be the law of England and Wales and the parties consent to the jurisdiction of the English courts in all matters affecting this contract. FMS makes no representation or warranty that Compensation will be obtained or is in any way guaranteed, or to the time it will take for your claim to reach its conclusion. 

Referral Fees: If you have been referred to FMS via a third party then FMS may pay of up to 50% of the fees they receive to the Third Party.

Our Appointment:

I/We hereby appoint FMS to act on my/our behalf as my/our sole representative and claims intermediary in respect of my/our claim  (the “Service”). I/We shall provide all information required by FMS, as requested, by return. I/We shall not enter into any agreement with the Bank/Lender/IFA or any other company associated with my/our claim/s (“Third Party”) without first consulting FMS. I/we understand that the fee is calculated on the gross compensation amount before any deductions or reductions.

This agreement starts on the date that you I/we sign it.

Cancellation of the agreement:

FMS can cancel this agreement at any time and no fee will be payable by you if FMS think there are no grounds for a claim or that your claim is unlikely to succeed.

Right to cancelI/we have the right to cancel the agreement within 14 days of signing the agreement. I/we will not incur a charge for any services provided within this time.

Right to terminate an agreement – I/we may terminate the agreement at any time after that period, however I/we will be charged an administrative fee for works completed. The following fees will be applied: £75 for a Letter of complaint sent to lender, £25 for each subsequent letter to, £5 for each phone call to, and £1 for each email to, the client, lender or other Third Party on behalf of the client. These fees only apply if I/we terminate the agreement after the 14-day cooling off period.

If you would like to exercise any of the above, you can do so by contacting us through the following:

Email: info@fmsppi.co.uk

Completing and returning the cancellation/termination form you received to the following Address: Cancellations, Family Money Savers Ltd, Unit 50, First Floor, Express Networks 1, 1 George Leigh Street, Manchester, M4 5DL

Complaints: In the event of a complaint I/we understand that we can contact FMS by phone on 0161 804 0170, email to info@fmsppi.co.uk or in writing to Unit 50, Express Networks Building 1, George Leigh Street, Manchester, M4 5DL. FMS will acknowledge receipt of the complaint within 5 working days. My/our complaint will always be investigated by a trained complaint handler, and we may receive telephone calls for any additional information needed by FMSL in order to investigate the complaint. Complaints will generally be dealt with as quickly as possible, but in any event I/we understand that we will have a final written response within 8 weeks if I/we haven’t received a response within 8 weeks FMS will write to me/us to advise why they need more time. Once I/we have received the final response to my/our complaint I/we have 6 months to refer the complaint to the Financial Ombudsman Service by calling freephone: 0800 023 567 *Standard Telephone: 0300 123 1 123 *, www.financial-ombudsman.org.uk  or writing to Financial Ombudsman Service, Exchange Tower, London E14 9SR.

Declaration:

This agreement is a binding contract and by signing it I/we are accepting its terms and instructing FMS to act on my/our behalf.

I/We confirm that I/we have provided FMSL with all documentation that I/we hold in relation to my/our claim/s for the mis-selling of Payment Protection

Insurance.

I/We confirm that I/we have read and agree to the terms and conditions set out in this document, including the notice of the right to cancel.

NOTICE OF THE RIGHT TO CANCEL

You have a right to cancel this agreement with Family Money Savers Ltd (“FMSL”) within 14 days of the date of this agreement by notifying the Cancellations Department of FMSL – do this and you will not be required to make any payment to FMSL. To exercise the right to cancel you must inform us of your decision to cancel this contract in a clear statement when contacting us. You may use the attached model cancellation form, but it is not obligatory.

You can deliver written notice in person. You can notify us by writing to the company at the postal address: Tom Gallagher, Cancellation Department, Family Money Savers Ltd, Express Networks Building 1, George Leigh Street, Manchester, M4 5DL, you can email us at tom.gallagher@fmsppi.co.uk, alternatively you can telephone the team on 0161 804 0170.

Cancellation of the agreement:

FMS can cancel this agreement at any time and no fee will be payable by you if FMS think there are no grounds for a claim or that your claim is unlikely to succeed.

Right to cancel – I/we have the right to cancel the agreement within 14 days of signing the agreement. I/we will not incur a charge for any services provided within this time.

Right to terminate an agreement – I/we may terminate the agreement at any time after that period, however I/we will be charged an administrative fee for works completed. The following fees will be applied: £75 for a Letter of complaint sent to lender, £25 for each subsequent letter to, £5 for each phone call to, and £1 for each email to, the client, lender or other Third Party on behalf of the client. These fees only apply if I/we terminate the agreement, and the agreement is terminated after the 14-day cooling off period..

Where a notice of cancellation is posted, it is recommended that it is sent by Recorded Delivery; however cancellation will be deemed to be served as soon as it is posted or sent to us. If cancellation is sent by email, cancellation will be deemed as the date the email is sent.  You may wish to attach a read receipt to your email to confirm receipt at FMSL.

We will acknowledge receipt of notice of cancellation in writing within 14 days.

Complaint Procedure: Family Money Savers

Our aim

Our aim is to ensure we offer all our customers an excellent level of service across all areas of our business. If at any time we have given you a less than satisfactory service, we undertake to do everything reasonable to put it right.

If you are dissatisfied with any of our services, please contact us in the first instance and we will do our best to resolve the complaint.

What is a complaint?

A complaint can be defined as ‘Any expression of dissatisfaction, whether oral or written, and whether justified or not, from or on behalf of an eligible complainant about the firm’s provision of, or failure to provide, a financial service’

How to make a complaint

If you wish to make a complaint about the service, you have received please contact our office:

By Phone: 0161 804 0170

By Email: tom.gallagher@fmsppi.co.uk

By Mail: Family Money Savers, Unit 50, Express Network Building, George Leigh Street, Manchester, M4 5DL

*calls are charged at the same rates as 01/02 number on mobile tariffs.

What do you need to make a complaint?

Please have the following available when you call, or include them in any email or letter that you send us:

1) Your full name, address

2) Details of what you believe has not been dealt with properly

3) Copies of any correspondence or documents relating to your complaint

4) How you wish to resolve the complaint

What happens next?

If we are unable to resolve your complaint at first contact, or you would prefer to submit your complaint in writing, a written acknowledgement will be issued to you; promptly and no later than five working days from receiving your complaint.

Your concerns will be fully investigated by our complaint handler along with the Insolvency Practitioner (where applicable). A final response will be issued to you within eight weeks of the initial receipt of your complaint or we will explain why we are not able to issue a response. During this time, our complaint handler may need to contact you to seek additional information or clarification to ascertain the facts surrounding your complaint. If we uphold your complaint, we will take the appropriate steps to rectify the error promptly, offer an apology for the error and offer redress or remedial action where appropriate. 

If you are not satisfied with our response to your complaint you have the right to make a formal complaint.

When will the complaint be resolved? 

We will consider a complaint as resolved when you, the complainant, have indicated acceptance of our final response

The Financial Ombudsman Service.

If you are not satisfied with our final response you have the right to complain to the Financial Ombudsman Service, their contact details can be found below. You must do this within six months of our final response.

When we send you our final response, we will also provide you with a copy of the Financial Ombudsman Service’s explanatory Leaflet. Alternatively, you can obtain a copy from:

Financial Ombudsman Service, Exchange Tower, London E14 9SR.

www.financial-ombudsman.org.uk

Or by freephone: 0800 023 567 *

Standard Telephone: 0300 123 1 123 *

Outside of the UK: +44 20 7964 0500

* calls are charged at the same rates as 01/02 number on mobile