Frequently Asked Questions

• We will assess whether you were mis-sold your Payday Loans.
• We will check your loans with every payday lender you have used.
• We will liaise with these payday lenders to recover any money due.

If the Lender rejects the complaint we will then submit your complaint to the FOS (Financial Ombudsman Service). They are an impartial service set up by Parliament to mediate in dispute cases between financial service providers and the people who use them. If they decide someone has been treated unfairly they have legal powers to put things right. The maximum amount of compensation the FOS can award is £150,000.

We will not charge you anything if your claim is unsuccessful, so you have nothing to lose*.

*There is no upfront fee or charge for this service, unless Charterhouse is successful in recovering your compensation. However, if you choose to cancel the contract after the cooling off period we reserve the right to charge an administration fee.

The payday lender has 8 weeks to reply to your claim. However, they often reply with a rejection letter or a very small offer of compensation. If the payday loan company fails to resolve your complaint by offering a fair amount of compensation, you have the right to take it to the FOS (Financial Ombudsman Service) eight weeks after first raising the issue.  This will increase the time taken to resolve the case.

It is not uncommon for your payday loan claim to be rejected in the first instance. However, if your claim is rejected and we believe you still have a strong case for compensation we can take your complaint to the FOS (Financial Ombudsman Service).

Once a client enters a “No-Win No-Fee” with Charterhouse Claims pursuant to the Terms & Conditions, this means that we only charge a fee if we are successful in obtaining an offer of compensation unless you choose to cancel your agreement with us before then. The following is illustration of the amount of the Charterhouse Claims fee if the compensation or redressed recovered from the respondent amounts to:

Important Note:  If the redress recovered by Charterhouse Claims is used applied by the respondent towards arrears owed, the client remains liable to pay out of his/her own funds the fee chargeable by Charterhouse Claims.

You have the right to cancel this contract within 14 days without giving any reason.  The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us at Charterhouse Claims Limited, PO Box 3268, South Croydon, CR2 1AZ, enquiries@paydayloanclaims.uk.com, 0208 916 2424 of your decision to cancel this contract by a clear statement (e.g. By telephone OR a letter sent by post, fax or e-mail).

You may use the sample cancellation form below, but it is not obligatory.  To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Cancellation Notice