We will operate on your behalf, including all contact and liasing with your bank/lender until an offer that you are happy with is achieved. This is inclusive of:
a) a list of the charges you have paid. Please note, if you provide us with statements, we claim against these charges, unless you state otherwise.
b) liaising with the bank/lender to achieve full recovery
c) issuing a range of proceedings on your behalf to recover your money
2. How long will it take to recover my unfair bank charges?
The entire process takes approximately 26 weeks for credit cards. If you have all of your statements, this can be as little as 7 weeks for Credit Cards.
Business Accounts take on average 8-10 weeks.
The High Court Test case is yet still unresolved, so a timescale on bank charges cannot be given. An estimate would be sometime in 2009 towards the end of Summer.
3. Will I have to go to court?
No. We manage all Small Claim disputes that go to Court.
4. How much does your service cost?
Our fee is 25% (exc. VAT) of any amount recovered on your behalf.
5. Do you charge any upfront fees?
There are no upfront fees - we also pay for your statements
6. Could I reclaim myself?
You can reclaim charges yourself. You will need to manage the Banks and the Court Processes, but like any situation, you can always represent yourself. If you have any questions, please call us and we will point you in the right direction!
7. How do I start a claim?
You can start your claim by choosing from the services we offer on the menu down the left hand side of the screen , or by phoning us on 0800 043 3025
8. Do you have a complaints procedure?
Our aim is to handle your complaint fairly, consistently and quickly, in particular ensuring that we understand the nature of your concerns and the redress you are seeking.
How to contact us
In Person – General Manager, i-Sm@rt Consumer Services Ltd, Waterside House, Irthlingborough, Northamptonshire, NN9 5QF
Letter - i-Sm@rt Consumer Services Ltd, Waterside House, Irthlingborough, Northamptonshire, NN9 5QF
Telephone – 0800 043 3026
Fax – 0808 280 0268
Email – info@bankcharging.co.uk
Acknowledging your complaint
We will send an acknowledgement within 5 business days from receipt of your complaint.
Investigating your complaint
Your complaint will be investigated by a senior case handler and overseen by the compliance officer and our office manager. We will be as thorough as possible and aim to resolve your complaint promptly, giving you reasons for our decision.
If we are unable to send you a final response within 4 weeks, we will contact you and explain why. We will then endeavour to issue our final response within the next 4 weeks.
Informing you of our decision
We will write to you with a full account of our investigation and our decision.
If you remain unhappy…
Our final response will include details of your options if you are not happy with the outcome of the investigation, or we have been unable to reach a decision within the timescales given.
