Costs, in full
Our fees
There is no upfront fee. We are only paid if your complaint succeeds and you receive money back. Our success fee is a percentage of what you receive, within the FCA fee cap, plus VAT. The money is paid directly to you, and we invoice our fee afterwards.
Every band, published
What we charge
Our fee depends on how much you receive. Both a percentage and a cash maximum apply, and whichever is lower is what you pay.
| If you receive | Our fee | Maximum fee | Maximum including VAT |
|---|---|---|---|
| £1 to £1,499 | 25% | £375 | £450 |
| £1,500 to £9,999 | 25% | £2,500 | £3,000 |
| £10,000 to £24,999 | 25% | £5,000 | £6,000 |
| £25,000 to £49,999 | 20% | £7,500 | £9,000 |
| £50,000 or above | 15% | £10,000 | £12,000 |
VAT at the prevailing rate, currently 20%. Whichever is lower, the percentage or the maximum, is what applies.
If you received redress of £10,000, our fee would be 25% = £2,500, plus VAT of £500, so £3,000 in total. You would keep £7,000.
This is only an example to show how the fee works. It is not a prediction of what you might receive.
Beyond the headline
When you pay nothing at all
There are five situations in which you pay us nothing, whatever work we have already done.
- The complaint is not upheld.
- The outcome is non-monetary only, such as an apology, explanation or correction with no money attached.
- We decide there is no realistic prospect of success and do not pursue it.
- You cancel within the 14 day cooling-off period.
- The complaint is rejected and we determine there is no prospect of pursuing it further.
And this is how payment actually works.
- Any redress is paid directly to you by the firm. We never hold your money.
- Our fee becomes due when you accept compensation.
- It is payable within 14 days of the money reaching your account, by bank transfer.
- If the firm pays you directly after we started work, and that outcome is materially attributable to our work, the success fee may still apply.
The detail
Cancelling, and other costs
Your 14 day cooling-off period
After your merits consultation you have 14 days to cancel at no cost, for any reason. You can cancel by phone, email, in writing, in person, or using the cancellation form. Any clear form of words is enough.
There is no fee whatsoever if you cancel within those 14 days, even if we had already started work, and your documents are returned to you. Your complaint is not submitted to the firm until the cooling-off period ends.
If you cancel after the 14 days
An early termination fee may apply, charged at £100 per hour for the work completed up to that point including VAT. It is capped so that it can never exceed the success fee that would have applied.
Ombudsman case fees
If we refer your complaint to the Financial Ombudsman Service, any case fee charged to professional representatives is paid by us, not by you. Your own route to the Ombudsman is always free.
Two things worth knowing
Accepting a full and final settlement may prevent you making any future claim against the same firm about the same matter.
If you are bankrupt, or in an IVA, a debt relief order or similar, please tell us. Redress may be offset against your debts, and our fee may need to be paid from funds outside those arrangements.
Want an honest view first?
There is no cost and no obligation in asking. If we do not think you have a case, or you would be better off going direct, we will tell you.
See if we can help, free and with no obligation
Please enquire and let's see how we may be able to help you.