Gladstone Brookes

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Just a quick one. I have a PPI claim in which Gladstone Brookes are dealing with. I know I could have done it myself but tbh I was lazy and they done initial sending of letters to companies I thought I could have had ppi with.  My question is a company which is a catalogue sent me a letter in December saying I Had PPI and it is being looked into. I get constant calls off GB asking if I have heard from them as they said the company won’t deal with them direct and I must let them know if I do. This has been going on for months. I understand if and when I get anything I pay them a fee but I’m struggling to see what they are doing for the fee apart from calling me to ask me if I have heard. It has me confused. I get they sent the initial letters which is fine. I haven’t yet rang the company who acknowledged I had PPI as GB are supposedly dealing with it but if the company won’t speak to them and I’ve heard nothing and it’s been 20 weeks (they said 16) so I’m tempted to call them myself but if I do that then what’s the point in having GB dealing with it. I’m confused. Anyone else had similar scenerio. Thanks in advance 

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  • [Deleted User]
    [Deleted User] Posts: 35,242 Forumite
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    They won't do anything more once they've posted your complaint for you. You'll need to follow up the complaints with the lenders.

    But expect GB to keep chasing you up for any money. That's their job.
  • missc_3
    missc_3 Posts: 354 Forumite
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    Just feels a bit lame that I’m going to have to chase it all up when I went through them to do that for me. Madness. Thanks for your reply. 
  • dunstonh
    dunstonh Posts: 116,637 Forumite
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    I’m struggling to see what they are doing for the fee apart from calling me to ask me if I have heard.

    People have a misconception of the level of work CMCs carry out.   They send your complaint to the bank. Thats it.   Sometimes, they dont even state what the complaint it.  They just give the bank your name and address and ask them to investigate the sale.   Some were just adding names and addresses to a spreadsheet and emailing it to the banks.

    After they send it in, they tend to sit back and wait for outcome and to bill you for their cut if its successful.

    I know I could have done it myself but tbh I was lazy 

    Ironically, you could probably have done it quicker by complaining yourself directly in the time it took you to sign up with the CMC.


    I am an Independent Financial Adviser (IFA). The comments I make are just my opinion and are for discussion purposes only. They are not financial advice and you should not treat them as such. If you feel an area discussed may be relevant to you, then please seek advice from an Independent Financial Adviser local to you.
  • sourcrates
    sourcrates Posts: 28,999 Ambassador
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    missc_3 said:
    Just a quick one. I have a PPI claim in which Gladstone Brookes are dealing with.

    I’m tempted to call them myself but if I do that then what’s the point in having GB dealing with it. I’m confused. Anyone else had similar scenario. Thanks in advance 
    You have basically engaged GB to act on your behalf, but for whatever reason this particular company refuses to deal with them, so yes, you should talk to them yourself, if you want an outcome from this.

    The problem you have, is that you entered into a contract with GB to send numerous letters, emails, on your behalf, and for that, they will want their 30% or whatever rate it is they charge you.

    If you choose to deal with this creditor on your own, you would be contractually obliged to inform GB of the outcome, however if you chose not to do that, they would not be any the wiser.
    I’m a Forum Ambassador and I support the Forum Team on the Debt free wannabe, Credit file and ratings, and Bankruptcy and living with it boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.For free non-judgemental debt advice, contact either Stepchange, National Debtline, or CitizensAdviceBureaux.Link to SOA Calculator- https://www.stoozing.com/soa.php The "provit letter" is here-https://forums.moneysavingexpert.com/discussion/2607247/letter-when-you-know-nothing-about-about-the-debt-aka-prove-it-letter
  • missc_3
    missc_3 Posts: 354 Forumite
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    edited 10 April 2021 at 12:12PM
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    If you choose to deal with this creditor on your own, you would be contractually obliged to inform GB of the outcome, however if you chose not to do that, they would not be any the wiser.
    They keep saying in the call to let them know as soon as I hear and the amount they offer as I may not be offered what I’m entitled to!! Obviously this is because it’s the only way they will find out what they are due. By law do I have to show them the letter which would be addressed to me? And do I have to disclose the amount offered? 
    Tbh I would be more than happy to pay the 22% if I felt they were chasing it but all they have done is chase me. The letter from the catalogue place was dated November so I’m now going to chase them. Lesson learnt! Not to be lazy ha ha 
  • sourcrates
    sourcrates Posts: 28,999 Ambassador
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    You mention "by law", there are no laws to be broken here, except contract law, you entered a contract, if you fail to honour that contract, then GB could in theory take you to court for the fee`s owed, it has happened before.

    As someone mentioned above, all claims management companies do is write the initial complaint to the creditor, then sit back and await a response, that just about covers there entire involvement, so you can see how even 22% can be very lucrative for letter writing.
    I’m a Forum Ambassador and I support the Forum Team on the Debt free wannabe, Credit file and ratings, and Bankruptcy and living with it boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.For free non-judgemental debt advice, contact either Stepchange, National Debtline, or CitizensAdviceBureaux.Link to SOA Calculator- https://www.stoozing.com/soa.php The "provit letter" is here-https://forums.moneysavingexpert.com/discussion/2607247/letter-when-you-know-nothing-about-about-the-debt-aka-prove-it-letter
  • Alpine_Star
    Alpine_Star Posts: 1,354 Forumite
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    You mention "by law", there are no laws to be broken here, except contract law, you entered a contract, if you fail to honour that contract, then GB could in theory take you to court for the fee`s owed, it has happened before.


    If the lender won't deal with Gladstone Brookes (for whatever reason and entirely not the fault of the customer), the inescapable conclusion is that GB are not able to supply the claims management services they were contractuallly obliged to supply and as such it is they who have breached the contract, not the customer.
  • missc_3
    missc_3 Posts: 354 Forumite
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    Sourcrates said:
    If the lender won't deal with Gladstone Brookes (for whatever reason and entirely not the fault of the customer), the inescapable conclusion is that GB are not able to supply the claims management services they were contractuallly obliged to supply and as such it is they who have breached the contract, not the customer.
    I said to the girl on Friday on the phone why do they keep ringing me asking if I have heard. That surely if they are calling the company then they will know the answer and should be ringing to advise me. I asked for someone to call me to advise what they have done so far. Still waiting on the call. 
    I will speak to the catalogue company on Monday and then see how it spans out. If I have to pay I have to pay but paying for the fact all they have done is hound me seems ridiculous. 
    The letter from the catalogue was from November 11th and said I should hear in 8 weeks which I haven’t so they obvs haven’t been doing anything or been able to. 

  • sourcrates
    sourcrates Posts: 28,999 Ambassador
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    edited 10 April 2021 at 5:46PM
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    You mention "by law", there are no laws to be broken here, except contract law, you entered a contract, if you fail to honour that contract, then GB could in theory take you to court for the fee`s owed, it has happened before.


    If the lender won't deal with Gladstone Brookes (for whatever reason and entirely not the fault of the customer), the inescapable conclusion is that GB are not able to supply the claims management services they were contractuallly obliged to supply and as such it is they who have breached the contract, not the customer.
    Yea, you’d think so wouldn’t you, and I agree with you, and.......I’m sure that’s the attitude they will take on it also.
    I’m a Forum Ambassador and I support the Forum Team on the Debt free wannabe, Credit file and ratings, and Bankruptcy and living with it boards. If you need any help on these boards, do let me know. Please note that Ambassadors are not moderators. Any posts you spot in breach of the Forum Rules should be reported via the report button, or by emailing forumteam@moneysavingexpert.com. All views are my own and not the official line of MoneySavingExpert.For free non-judgemental debt advice, contact either Stepchange, National Debtline, or CitizensAdviceBureaux.Link to SOA Calculator- https://www.stoozing.com/soa.php The "provit letter" is here-https://forums.moneysavingexpert.com/discussion/2607247/letter-when-you-know-nothing-about-about-the-debt-aka-prove-it-letter
  • Alpine_Star
    Alpine_Star Posts: 1,354 Forumite
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    missc_3 said:
    Sourcrates said:
    If the lender won't deal with Gladstone Brookes (for whatever reason and entirely not the fault of the customer), the inescapable conclusion is that GB are not able to supply the claims management services they were contractuallly obliged to supply and as such it is they who have breached the contract, not the customer.
    I said to the girl on Friday on the phone why do they keep ringing me asking if I have heard. That surely if they are calling the company then they will know the answer and should be ringing to advise me. I asked for someone to call me to advise what they have done so far. Still waiting on the call. 
    I will speak to the catalogue company on Monday and then see how it spans out. If I have to pay I have to pay but paying for the fact all they have done is hound me seems ridiculous. 
    The letter from the catalogue was from November 11th and said I should hear in 8 weeks which I haven’t so they obvs haven’t been doing anything or been able to. 

    If you're not happy then make a formal complaint and if its not upheld you can go to the Claims Management Ombudsman - they uphold plenty of complaints where the CMC hasn't performed their contractual obligations.
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