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Coronavirus COVID-19 Client Communication Thursday 19th March 2020

Our Objective Allay Claims is committed to the maintaining of our service to our clients during this challenging time, whilst meeting its duty of care to our staff and their families alongside our regulatory obligations.

What we are doing We are taking several key steps to enable us to continue acting on your behalf in supporting your PPI and other complaints with lenders and in monitoring their processing of your compensation where applicable.

Working from home We are mobilising our teams, wherever possible to work from home, equipped with the IT and telephony equipment and guidance to continue their roles from their homes. In doing so, we are mindful of the need to maintain protection over your privacy and data and are ensuring our processes are in place to do this. Broadly, our customer facing team will be able to:

  • Communicate with you by telephone
  •  Access your case to update you on current position
  • Accept and process any complaints you may have about our services.

Our accounts team will also be contactable, together with the current range of payment options to settle your invoices. As a result of the above step, our team will be speaking to you from their home environments. In doing so, there may occasions where domestic activities may be overheard during your conversations. We will attempt to minimise this as much as possible but appreciate your understanding should this happen in some instances and apologise in advance for any inconvenience this may cause. Due to the current situation and the impact on resourcing (such as members of our team in self isolation at any given point), it also may take us longer than usual to respond to queries and communications. We will endeavour to meet our normal standard response times but appreciate your understanding and patience where this is not possible.

Liaising with Lenders We are working closely with lenders (banks, building societies and credit card providers), who are affected by the COVID-19 outbreak, and as such may suffer disruptions to their processing of your compensation claims. We are in regular contact with all lenders with whom there are outstanding claims and will advise you in the event of any significant disruption to their processing.

We are maintaining a postal processing team in our office premises to manage and process mail sent to us by lenders, so that correspondence such as offer letters, acceptance documentation and payment confirmations can be processed, and relevant communications issued to you.

We are also mindful of the impact of the current situation on the postal services and will continue to monitor the situation on a daily basis.Our normal communication channels remain open and you can continue to contact us regarding your specific case by:

  • telephone on 0191 462 0000
  • email on info@allay.co.uk

We will issue further updates as circumstances change and offer you and your family our best wishes at this challenging time for us all.

The Allay Claims Team 19th March 2020

What if the lender wants more information?

If the lender asks for further information from you after your complaint has been logged, please do your very best to provide the requested information to us as soon as possible to give your case the best chance of success.

What if my claim is rejected?

If your claim is rejected, our specialist team will evaluate the terms of the rejection. If we believe an appeal to the rejection should be made, your claim will be handed to the Financial Ombudsman Service (FOS) for further investigation.

What happens after the deadline?

The PPI deadline was for new complaints only. If your complaint has already been logged with your lender, we will continue to investigate to the fullest extent. We will send you updates on your claims where appropriate.

What if my pack was delayed in getting back to you?

We used our best endeavours to ensure that any signed documents received were submitted to the lender by the PPI deadline; however, we accept no liability for loss if, for any reason, your claim is not received by the lender in time.

What if I have missed the deadline?

Unfortunately, the deadline is absolute! No PPI Claims can be made after 29th August 2019.  

The Financial Ombudsman (FOS)

The Financial Ombudsman (FOS) do offer free support, you can find more information at http://www.financial-ombudsman.org.uk/

How do I send documents to you?

ID, Utility Bills, Bank Statements and Supporting Evidence – you can scan these documents or take a good quality photo of them and email them to the address on the letter. Or you can post this back in the free post envelope provided. If you have not received an envelope, please call the number on the letter and we will send this out to you. Alternatively, please send it to the free post address ‘FREEPOST, The processing Centre, NE1 2LA’.

Do you have an example of what I will pay as a fee?

For PPI we are entitled to receive 24% (inclusive of VAT where applicable. If you started your claims journey before 10/07/18 your fee per T&Cs applies) of redress recovered relating to all accounts with your lenders/defendant, no matter if this was received after the initial settlement, whether the redress was received by way of loan / arrears reduction and/or in cash. This fee may be shared with any introducer(s).
Example 1: Compensation is cash in hand If the agreed fee is 24% (inclusive of VAT where applicable) and the redress we obtain for you is £2,000, of which all £2000 is cash, we will charge you £480 as our fee. You will receive £1520. Example 2: Compensation is cash in hand with loan and/or future instalment reduction If the agreed fee is 24% (inclusive of VAT where applicable) and the redress we obtain for you is £2,000, of which £1000 is cash and £1000 is loan reduction, we will charge you £480 as our fee. You will receive £520 and have your loan reduced by £1000. Example 3: Compensation is used to offset arrears on credit card or loan If the agreed fee is 24% (inclusive of VAT where applicable) and the redress we obtain for you is £2,000, of which £0 is cash and £2000 is loan reduction, we will charge you £480 as our fee. You will receive £0 cash and have your loan reduced by £2000. For Other products Example 1: Compensation is cash in hand If the agreed fee is 36% (inclusive of VAT where applicable) and the redress we obtain for you is £2,000, of which all £2000 is cash, we will charge you £720 as our fee. You will receive £1280. Example 2: Compensation is cash in hand with loan and/or future instalment reduction If the agreed fee is 36% (inclusive of VAT where applicable) and the redress we obtain for you is £2,000, of which £1000 is cash and £1000 is loan reduction, we will charge you £720 as our fee. You will receive £280 and have your loan reduced by £1000. Example 3: Compensation is used to offset arrears on credit card or loan If the agreed fee is 36% (inclusive of VAT where applicable) and the redress we obtain for you is £2,000, of which £0 is cash and £2000 is loan reduction, we will charge you £720 as our fee. You will receive £0 cash and have your loan reduced by £2000.

I have found the correct account number for my claim, what should I do?

Please contact us immediately so we can update the information on the complaint. This may help speed up the process of your claim.

My personal details have changed, what do I do?

You can either contact us via email or call us and speak to an advisor who will change your details for you.

I am being asked for further information which I do not have?

If you are receiving requests for further information and do not have this, please contact us and speak to your case handler. We may still be able to proceed with your complaint, but in some cases this will result in closure due to a lack of supporting evidence.

Why am I receiving warnings when I have not received the redress from my lender?

If you have not received your redress from the lender, please contact us. The reason you are receiving warnings is due to the system changing your status automatically, and that is therefore why you are being chased for payment. Please get in touch and one of our advisors will be able to change the status of your claim.

Why do I have to pay tax on the 8% interest?

You have to pay the tax on the 8% interest, which the lender will deduct automatically from your redress amount, as this is classed as an income and we invoice you on the gross amount. Lenders will add 8% interest to a redress. From 1st October 2013, lenders are ordered to remove 20% tax from the 8% interest.
Clients can contact HMRC to request a tax rebate for the tax on the 8%, but this will depend upon the client’s income/salary. If a client is under the current tax threshold/on benefits etc. they may get a refund of the tax paid on the 8% interest. Please refer to the www.gov.uk website for details on the current year tax threshold.

Why am I receiving another Letter of Authority when I have already signed one?

You have received another Letter of Authority to sign as the lender may have rejected your previous one. We may also request an up to date copy for the lender.

What is PPI?

PPI (Payment Protection Insurance) is an insurance product sold when taking out a loan, mortgage, credit card or other financial agreement. PPI covers the policyholder for their monthly repayments should they suffer an illness, lose their job or any other situation which results in the policyholder not being able to earn money to meet their commitments.