Last updated: [effective date]
Please read this summary before you sign our agreement. It sets out the most important points about how we will handle your claim, what it costs and your rights. Full details are in our terms and conditions.
You can do this yourself for free
You do not need to use a claims management company. You can complain directly to your bank or payment provider for free, and if you are not happy with its response you can refer your complaint to the Financial Ombudsman Service, which is also free. Our Claim it yourself guide explains how.
If you use us, you will pay a fee from any money you recover, as explained below.
What we will do for you
- Review what happened and tell you honestly whether we think you have a claim.
- Help you gather evidence and build a clear timeline of your payments.
- Prepare and send a formal complaint to your bank or payment provider.
- If the complaint is rejected and we believe it should be challenged, refer it to the Financial Ombudsman Service.
- Tell you about every offer we receive. You decide whether to accept it.
What we need from you
- Accurate, complete information about what happened and the payments you made.
- Copies of statements, messages and other evidence we ask for.
- To tell us if your bank, the ombudsman or anyone else contacts you about the claim.
- To keep your contact details up to date.
How long it may take
Every case is different. As a guide, banks usually respond to a complaint within a few weeks. If a case is referred to the ombudsman, it can take several months or longer. We will give you an estimate for your case and keep it updated.
How we keep you updated
You will have a secure client portal showing your case status, timeline, documents, messages and any amounts recovered. We will also tell you whenever something significant happens, such as a response from your bank.
Our fees
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You will never be asked to pay a fee to "release" recovered money, or to pay anything in cryptocurrency or gift cards.
Cancelling
You can cancel within 14 days of signing our agreement without giving a reason and without paying anything.
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If you are unhappy with our service
Please tell us. Our complaints procedure explains how we will handle it. If you are not satisfied with our final response, you can refer your complaint about us to the Financial Ombudsman Service free of charge.
About us
CC Recovery Ltd, company number 04686624. Authorised and regulated by [regulator], firm reference [firm reference number], in respect of regulated claims management activity.