Last updated: [effective date]
These terms, together with the summary of key information and your signed agreement, form the contract between you and CC Recovery Ltd ("we", "us"). Please read them carefully. If anything is unclear, ask us before you sign.
1. Definitions
- Claim: your complaint to a bank or payment provider (a "firm") about money you lost to fraud, and any referral of that complaint to the Financial Ombudsman Service.
- Case: one claim against one firm. Losses from separate scams, or payments from accounts at different firms, are separate cases.
- Redress: any money, refund, credit or compensation paid or offered to you in connection with a case.
- Portal: our secure online client portal.
2. What we will do
We will review your circumstances, advise you whether we believe you have a reasonable claim, help you gather evidence, prepare and submit your complaint to the firm, and deal with the firm on your behalf. If the complaint is rejected and we believe it should be challenged, we will ask your permission to refer it to the Financial Ombudsman Service. We will tell you about every offer and will not accept any offer without your agreement.
We cannot guarantee the outcome of any claim.
3. What you agree to do
- Give us information that is true, complete and not misleading, and tell us promptly if anything changes.
- Provide the documents and signed authorities we reasonably ask for.
- Tell us straight away if the firm, the ombudsman or anyone else contacts you about the claim, or if you receive any redress directly.
- Not instruct another company to pursue the same claim while this agreement is in force.
4. How long it will take
Firms usually respond to complaints within a few weeks. Referrals to the ombudsman can take several months or longer. Timescales are estimates and depend on the firm, the ombudsman and how quickly information is provided. We will keep you updated through the portal.
5. Our fees
A case is successful if, while this agreement is in force or as a result of work we have done, the firm or the ombudsman offers or pays you redress for that case and you accept it. [Confirm your definition of a successful case, including goodwill payments and offers made directly to the client]
[Fee schedule: set feeTiers in src/content.js to generate the fee table here]
[State whether VAT is added to fees] Fees are charged per case.
6. How and when you pay
We will send you an invoice once redress has been paid to you or credited to your account. Payment is due within [number of days] days of the invoice. We will never ask you to pay before redress is received, and never in cryptocurrency or gift cards.
If you do not pay an invoice on time, we will contact you to agree a way forward, which may include a payment plan. If the fee remains unpaid, we may take reasonable steps to recover it. [Confirm your process for unpaid fees]
7. Your right to claim yourself
You can complain to the firm and refer your complaint to the Financial Ombudsman Service yourself, free of charge, without using a claims management company.
8. Cancelling or ending the agreement
You can cancel within 14 days of the date you sign this agreement, for any reason, without charge. To cancel, message us through the portal, email support@ccrecovery.org or write to us at Unit 6 St. Peter's Wharf Terrace Level, St. Peter's Basin, Newcastle Upon Tyne, United Kingdom, NE6 1TZ.
[State the position after 14 days: whether the client can end the agreement free of charge (for example until an offer is received) or whether a reasonable charge for work done applies, and how it is calculated]
We may end this agreement if we reasonably believe your claim is unlikely to succeed, if you have given us false information, or if you do not cooperate with reasonable requests. We will explain our reasons in writing.
9. Offers from the firm
We will pass on every offer promptly, explain it and give you our view. The decision to accept or reject an offer is always yours. If the firm contacts you directly, please let us know.
10. Communications and the portal
We will communicate with you mainly through the portal and by email. Please keep your login details secure. Amounts shown in the portal only change after a second member of our team has approved them.
11. Our responsibility to you
We will provide our services with reasonable care and skill. We are responsible for loss you suffer that is a foreseeable result of our breaking this contract or failing to use reasonable care and skill. We do not exclude or limit our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot be limited by law. Nothing in these terms affects your statutory rights.
12. Your information
We use your personal information as described in our privacy policy. You authorise us to share information with the firm, the ombudsman and other parties as needed to pursue your claim.
13. Complaints
If you are unhappy with our service, please follow our complaints procedure. You can refer an unresolved complaint about us to the Financial Ombudsman Service free of charge.
14. Changes to these terms
We may update these terms, for example to reflect changes in law or regulation. We will tell you about any change that affects you before it takes effect. Changes will not increase the fees for a case you have already instructed us on.
15. General
- This agreement is governed by the law of [England and Wales, or your jurisdiction], and the courts of that jurisdiction have non-exclusive jurisdiction. If you live elsewhere in the UK, you may bring proceedings in your local courts.
- If any part of these terms is found to be unenforceable, the rest remains in effect.
- Nobody other than you and us has any right to enforce these terms.
16. About us and how to contact us
CC Recovery Ltd, company number 04686624, registered office Unit 6 St. Peter's Wharf Terrace Level, St. Peter's Basin, Newcastle Upon Tyne, United Kingdom, NE6 1TZ. Authorised and regulated by [regulator], firm reference [firm reference number], in respect of regulated claims management activity.
Email support@ccrecovery.org, phone +44 737 839 61251, or message us through the portal.