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  • FIRST POST
    Legal Ombudsman
    Claims management company (CMC) complaints - ask the ombudsman your question
    • #1
    • 3rd Jun 15, 12:11 PM
    Claims management company (CMC) complaints - ask the ombudsman your question 3rd Jun 15 at 12:11 PM
    Have you used a CMC to reclaim PPI or other financial products and received poor service? The Legal Ombudsman is here to answer your CMC queries and concerns. We resolve complaints about legal service providers and CMCs and our service is free.

    It may be that your CMC has:
    • failed to do what they agreed
    • hasn’t handled your mis-sold PPI claim the way you expected them to
    • has been slow in responding
    • increased their charges without explaining why
    • unreasonably refused you a service
    • pressured you to accept a service you did not want
    We will investigate your complaint and if we decide the service you received was unreasonable, we can make sure your CMC puts it right.


    How to get in touch with your questions and concerns

    We're happy to answer your questions in this thread, so just reply below and we'll get back to you.

    Alternatively there are lots of other ways you can get in touch.

    1. Use our live chat function Mon-Fri between 08:30am and 5:30pm: https://legalombudsman.live-chat-help.com/
    2. Call us Mon-Fri between 08:30am-5:30pm on 0300 555 0333 or on our minicom 0300 555 1777
    3. Email us on cmc@legalombudsman.org.uk
    4. Or write to us at Legal ombudsman, PO Box 6804, Wolverhampton, WV1 9WG

    You can also follow us on facebook or twitter @Legal_Ombudsman
    Last edited by Former MSE Wendy; 21-07-2015 at 12:08 PM.
    Official Company Representative
    I am the official organisation representative of the Legal Ombudsman service. MSE has given permission for me to post. You can see my name on the organisations with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com"
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    • 21rob1
    • By 21rob1 4th Apr 17, 2:35 PM
    • 4 Posts
    • 0 Thanks
    21rob1
    Good afternoon

    I have had a PPI claim go through with The Claims Guys recently.
    I was pretty disappointed with their overall level of service, I did everything direct with the lender direct on the phone after the Claim Guys initial letter, so I cancelled their claim and removed their authority on the 21st March via email and registered post.

    3 days later, we received an offer letter from the lender that was dated the 21st March, but was posted out to me on the 22nd March.

    The claims guys are using threatening tactics to get the money they say are owed, but in their T's and C's, you can cancel the claim at any point up to receipt or notification of a a compensation offer.
    I cancelled on the 21st and the offer was received by me on the 24th and the claims guys on the 23rd.

    I believe I comply with their T's +C's and do not need to pay the 30% + vat, I just need to pay them for the letter they sent and text message they sent me (again, charges that are in their T'c + C's)

    Any advice would be of help

    Thanks
    • Nasqueron
    • By Nasqueron 4th Apr 17, 2:40 PM
    • 4,179 Posts
    • 2,334 Thanks
    Nasqueron
    You'd need a legal eye to triple check those conditions, it sounds remarkable that they'd let you cancel the contract after you were told you were getting the money - are you sure the terms you signed are the same?
    • 21rob1
    • By 21rob1 4th Apr 17, 3:24 PM
    • 4 Posts
    • 0 Thanks
    21rob1
    Hello Nasqueron thanks for the reply.

    I cancelled the claim with them before I was notified which is the basis of my argument with them, I cancelled before I knew I was going to receive any money. The notification that the claim had been upheld was only received by me 3 days after I had cancelled the claims guys.

    Here is the timeline -

    21st March - I cancelled the claim with Claim Guys

    23rd March - Claim Guys received notification from the lender of upheld claim

    24th March - I received notification from the lender of upheld claim.

    I comply with their T's+ C's regarding cancellation and fees due to my understanding.
    Rob
    • Nasqueron
    • By Nasqueron 4th Apr 17, 10:53 PM
    • 4,179 Posts
    • 2,334 Thanks
    Nasqueron
    The reason I was asking is that it's not impossible that the terms they show say on their website may be different to whatever you signed. If you are confident you owe them nothing then spend the money but I'd be very surprised if they didn't come after you
    • 21rob1
    • By 21rob1 5th Apr 17, 9:12 AM
    • 4 Posts
    • 0 Thanks
    21rob1
    Morning

    I am only referring to the terms on their letters of authority which I signed and kept copies of before cancelling their services.

    Thanks
    • Moneyineptitude
    • By Moneyineptitude 5th Apr 17, 9:38 AM
    • 19,510 Posts
    • 9,603 Thanks
    Moneyineptitude
    I think you still owe them the money.
    The letter upholding your complaint may have arrived on the 24th March, but it looks like you knew the complaint was upheld prior to this and are trying to wriggle out of paying their fee on a "technicality". Did you perhaps call the Bank to enquire about the status of your complaint? Perhaps on the same day (or prior) as you "cancelled"?

    I'd carefully check the terms and conditions of the contract you signed, the letter of authority to act on your behalf has obviously been used to send your complaint. The CMC has also obviously already done all the work you employed them to achieve.

    I'm no fan of Claims Companies, but I don't agree you are acting reasonably or fairly in this instance.
    • 21rob1
    • By 21rob1 6th Apr 17, 11:26 AM
    • 4 Posts
    • 0 Thanks
    21rob1
    Morning

    Thanks for your response

    I had absolutely no contact with Lloyds prior to receiving notification of this Loan claim until the Saturday when we received notification via mail.

    I spoke to Lloyds on the Weds prior regarding me credit card claim and at that point enquired about removing the cmc authority, at no point was the loan discussed or was I notified of a decision, I have since asked Lloyds for a transcript of all phone calls so I can verify this.

    I'm simply adhering to their T's+C's and willing to pay their cancellation fee that is set out within them, so whereas you think I'm wriggling out of paying, I'm not, far from it, I'm happy to pay what is owed and this is not 30% + VAT.

    Thanks for the reply anyway

    Rob
    • Moneyineptitude
    • By Moneyineptitude 6th Apr 17, 11:35 AM
    • 19,510 Posts
    • 9,603 Thanks
    Moneyineptitude
    Do update us with likely tales of debt collectors and trashed credit ratings.
    • Serendipitycross
    • By Serendipitycross 26th Apr 17, 11:20 AM
    • 1 Posts
    • 0 Thanks
    Serendipitycross
    Joint application mix up
    I did my own PPI claims a number of years ago with positive results as I really believe there should be no need to use these companies. However because I was aware I had a number of credit cards in the past I believed the easy option would be to do a final sweep to see if I had missed any?

    I used a claims company that advised me that my husband should also sign just in case any of the loans were in joint names as this would enable them to claim on our behalf. We both signed believing that this was only for me or a joint application.

    A couple of loans were found which we received payment and we paid their invoice request straight away.

    A few days ago we received a further request for a repayment that had been made by the bank to my husband only as the debt was in his name only.

    The company are now requesting payment from me for my husbands cheque that he had received direct to his own bank account.

    I have just requested a copy of my agreement that I signed along with their complaints procedures as I feel that my husband has signed those original documents believing he was helping me. He would never have contacted a claims company to act on his behalf.

    I will await their reply with interest.
    • IAmWales
    • By IAmWales 26th Apr 17, 11:47 AM
    • 1,472 Posts
    • 3,084 Thanks
    IAmWales
    I did my own PPI claims a number of years ago with positive results as I really believe there should be no need to use these companies. However because I was aware I had a number of credit cards in the past I believed the easy option would be to do a final sweep to see if I had missed any?

    I used a claims company that advised me that my husband should also sign just in case any of the loans were in joint names as this would enable them to claim on our behalf. We both signed believing that this was only for me or a joint application.

    A couple of loans were found which we received payment and we paid their invoice request straight away.

    A few days ago we received a further request for a repayment that had been made by the bank to my husband only as the debt was in his name only.

    The company are now requesting payment from me for my husbands cheque that he had received direct to his own bank account.

    I have just requested a copy of my agreement that I signed along with their complaints procedures as I feel that my husband has signed those original documents believing he was helping me. He would never have contacted a claims company to act on his behalf.

    I will await their reply with interest.
    Originally posted by Serendipitycross
    What does the contract state, did your husband read it before signing?
    • dunstonh
    • By dunstonh 26th Apr 17, 11:51 AM
    • 89,852 Posts
    • 55,447 Thanks
    dunstonh
    However because I was aware I had a number of credit cards in the past I believed the easy option would be to do a final sweep to see if I had missed any?
    Seeing as your lending history is not in the public domain, a CMC has no way of finding out anything you cant. (Credit report being a common method - the likes of noddle being no cost to you).

    I used a claims company that advised me that my husband should also sign just in case any of the loans were in joint names as this would enable them to claim on our behalf. We both signed believing that this was only for me or a joint application.
    This has come up on this site before just as you describe it. However, the forms actually allow the CMC to include any debt for either of you and the bank is quite correct to look at both joint and sole complaints.

    I have just requested a copy of my agreement that I signed along with their complaints procedures as I feel that my husband has signed those original documents believing he was helping me. He would never have contacted a claims company to act on his behalf.
    The problem is that if he signed the forms, then he did agree to it.

    Also, if you had down your own complaints previously, then why hadnt you included your husbands? That seems a bit strange.

    Your husband and you need to be more careful in future. I don't mean that in a harsh way but first you were missold PPI. Now you are saying you were missold a claims company. Your signatures on documents carry weight. You shouldnt just put them on there nilly willy. You should read what you are agreeing to. You need to take more care otherwise what else are you going to get caught up in.
    Last edited by dunstonh; 30-04-2017 at 6:17 PM. Reason: typo
    • Tarkus1731
    • By Tarkus1731 9th Sep 17, 12:55 PM
    • 1 Posts
    • 0 Thanks
    Tarkus1731
    I have recieved my ppi claim money but the claims company I used has charged me on the full amount payed. I thought they could only charge me On the PPI premiums, charges and associated interest but not on the simple interest. Is this true?
    • dunstonh
    • By dunstonh 9th Sep 17, 1:04 PM
    • 89,852 Posts
    • 55,447 Thanks
    dunstonh
    I have recieved my ppi claim money but the claims company I used has charged me on the full amount payed. I thought they could only charge me On the PPI premiums, charges and associated interest but not on the simple interest. Is this true?
    Originally posted by Tarkus1731
    They all charge against the full amount of redress you receive. It doesnt matter how it is made up.
    • Sallyo
    • By Sallyo 9th Oct 17, 9:16 PM
    • 1 Posts
    • 0 Thanks
    Sallyo
    Hi new to here I hope this is the right way to ask a new question on PPI.

    have a few questions:

    I had an Etam store card in the 1980s, I am sure that I paid PPI, is there anyway that I can make a claim against this company, and how to I go about it?

    Thank you
    Last edited by Sallyo; 09-10-2017 at 9:18 PM. Reason: Spelling
  • Legal Ombudsman
    Thank you for your enquiry, this forum is here to support people that have a complaint against a claims management company (CMC). If you would like more information about making a PPI claim then the Financial Ombudsman Service offer some advice on their website: http://www.financial-ombudsman.org.uk/ppi/index.html.

    If you are considering using a CMC to make your claim then take a look at our guidance on the things you should consider first: http://www.legalombudsman.org.uk/wp-content/uploads/2014/09/Top-tips-instructing-a-claims-management-company.pdf.
    Official Company Representative
    I am the official organisation representative of the Legal Ombudsman service. MSE has given permission for me to post. You can see my name on the organisations with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com"
  • Legal Ombudsman
    Did you know that the Financial Conduct Authority (FCA) has set a deadline for making a new payment protection insurance (PPI) complaint. The final deadline for making a new PPI complaint will be the 29 August 2019. The FCA has some useful information on making a PPI claim here: https://www.fca.org.uk/ppi/how-to-complain.

    If you are considering using a claims management company (CMC) to make your complaint then we have created some guidance to support you: http://www.legalombudsman.org.uk/cmc/#consumer-guides
    Official Company Representative
    I am the official organisation representative of the Legal Ombudsman service. MSE has given permission for me to post. You can see my name on the organisations with permission to post list. I am not allowed to tout for business at all. If you believe I am please report it to forumteam@moneysavingexpert.com"
    • Alpine Star
    • By Alpine Star 17th Oct 17, 7:42 AM
    • 1,250 Posts
    • 607 Thanks
    Alpine Star
    Someone I was helping with their complaint to LeO had their decision through yesterday. It was so badly articulated we're going to have to write back and ask what it means.


    It was like the adjudicator forgot what she was talking about half way through.


    A complete waste of our time.
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