From the point we submit your complaint, you have a 14 day cooling off period during which you can cancel your contract with us. If at any time during the 14 day cooling off period we obtain an offer of compensation for you, our normal fee will be payable.
To cancel your contract with us, either call Customer Services on 0191 462 0000, email your cancellation request to firstname.lastname@example.org, download our Cancellation Form or write to us at The Processing Centre, Trafalgar Street, Newcastle upon Tyne, NE1 2LA.
If you terminate this agreement after the 14 day cooling off period and prior to an offer of redress, Allay reserves the right to make a reasonable and proportionate cancellation charge that will reflect the work undertaken by Allay in pursuit of your claim. When a cancellation is requested, we will send you an itemised bill outlining the work Allay have carried out on your behalf.
Charges will be calculated as follows:
• For substantiation and referral of Your Claim to the Third Party, we will charge you £60 (inclusive of VAT where applicable.
• For referral of Your Claim to the FOS, we will charge you £60 (inclusive of VAT where applicable).
• For any manual communication e.g. an outgoing or incoming call/letter/email to or from either You or the Third Party, we will charge you £40 (inclusive of VAT where applicable).
• For any automated communication e.g. automated update letters or text messages to you, we will charge you £10 (inclusive of VAT where applicable).