Terms and Conditions. Our Complaints Procedure Should you have a complaint you can contact us by any of the following methods:

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1 Terms and Conditions We are Redhawk Legal Limited (Company No: ) of 3rd Floor Grove House, Grove Place, Swansea, SA1 5DF. We provide claims management services in respect of financial products/services including payment protection insurance and packaged bank account claims. Information about our procedures The type of claim to which these terms and conditions apply is set out in the letter of authority. We conduct each of claim(s) in a similar way as set out below. From the information you provide we carry out an initial review to assess the likelihood of a possible claim and then present our findings to you. In order to proceed with one or more potential claim(s), you will need to enter into a contract with us for the provision of claims management services in respect of your potential claim(s) There is a certain amount of documentation that you will need to complete and return to us (see below) On receiving your completed documentation we check it to make sure it is all in order. You may be contacted if we require further information from you. Relevant documents in relation to a particular claim are then requested from the lender. Once we have received the documentation from the lender a full assessment is made and we will inform you of our opinion as to whether your claim has reasonable prospects of success. If we feel you have a claim we will progress it on your behalf. Packaged Bank Account claims take on average up to 12 months to complete, however in the case of PPI claims this timescale can be significantly longer. This is especially true if the claim is rejected by the financial institution and then appealed via the Financial Ombudsman Service. Letter of Authority The Letter of Authority gives us the ability to deal directly with the lender and retrieve vital information regarding the claim. The Letter also covers the Data Protection Act. Our Complaints Procedure Should you have a complaint you can contact us by any of the following methods: Post: You can write to us at the following address Head of Complaints Redhawk Legal Ltd 3rd Floor Grove House, Grove Place, Swansea, SA1 5DF. You can us at: Phone: You can tell us about your complaint by calling: * We will acknowledge your complaint within 5 business days. We will try to resolve your complaint within 4 weeks. If we cannot resolve the matter within 4 weeks, we will give you a satisfactory explanation regarding the extra time required. Within 8 weeks of receiving a complaint we will send you a final response which will adequately address the complaint. If you are not satisfied with our final response, then please refer to our full complaints procedure which can be found on or can be supplied on request.

2 Information about Cancellations Should you wish to cancel, you have the right to do so at anytime. You can cancel the contract between you and us by any of the following methods: You can submit your cancellation by sending a completed cancellation form to the below address. Your cancellation form is located on the final page of this document. Cancellations Department Redhawk Legal Limited 3rd Floor Grove House Grove Place, Swansea SA1 5DF You can us at: Alternatively you can call us on: * Definitions 1 'Company' means Redhawk Legal Ltd 2 'Client' means the client of the Company that wishes the company to assist in the making of a Claim/s. 3 'Claim/s' means a claim/s for Compensation in respect of a financial product or service made by the Company on behalf of the Client, and includes any additional claim/s identified by the Company in the course of examining the Client s documents and/or corresponding with the Third Party on behalf of the Client. 4 'PPI' means a Payment Protection Insurance policy or similar loan protection scheme. 5 Successful claim means the claim is finally decided in your favour by payment of Compensation from the third party or a reduction in the outstanding balance as a result of the claim. 7 'Contract' means the contract between the Company and the Client for the provision of the services, comprising the signed letter of engagement and these terms and conditions. 8 'Administration Charge' is 10 per Third Party covering the cost of requiring a Data Subject Access Request from the lender. 9 'Benefit' means all non-monetary benefits in whatever form including without limitation all benefits that will arise from any waiver, cancellation, reduction, saving, deduction or re- scheduling of any outstanding or future repayments, premiums, charges or other interest or administrative payments (or any offsetting or relief against the same) or any other saving, inducement, discount or rebate offered in relation to any other credit or financial products or services offered by a Third Party or persons connected to the Third Party. 10 'Compensation' means the total monies and the full value of Benefits offered by the Third Party and arising from any claim made by the Company on behalf of the Client. 11 'Services' means all or any of the services as required by the client in respect of their claim. 12 'Service Charges' means the charges payable by the Client set out in paragraph 18 of the Terms & Conditions and the Contract. 13 'Third Party' means any bank, person, firm or company with whom you have entered into a financial credit agreement or arrangement including any party to whom they have or will assign, dispose or otherwise transfer their interest under that agreement. Terms and Conditions 1 The Contract shall commence on the date on which you formed the agreement with us in writing having received these terms conditions with the pre-contract information and unless terminated earlier shall continue until Compensation is recovered for the Client unless the Company advises the Client in writing that it is unable to recover Compensation or the company exercises its right not to pursue the Claim. 2 The Company agrees that it will use its reasonable means to pursue an application for Compensation from the Third Party on behalf of the Client where the Company believes that it is appropriate to do so, having regard to the merits and the value of the Client's claim; to pursue any additional claims on behalf of the Client that are identified in the course of correspondence with the Third Party or in examination of any of the Client s documents; to keep the Client informed of the progress of the claim and to notify the Client promptly and in writing if it decides that it will not pursue any claim, to act in the best interests of the Client at all times, and not to seek to recover its charges should the claim fail, unless this is due to an act or omission on the part of the Client. 3 The service Charges become payable on a successful claim. For the avoidance of doubt service charges will become payable on any interim compensation as well as final compensation.

3 4 In the event that the claim arises from a credit agreement or account held in joint names then both signatories are deemed to be the Client for the purposes of the Contract and liability for the Service Charges and any other charges is joint and several. This means that the Company can recover those charges from either client or both clients. 5 The Third Party will pay any Compensation directly to you and then you shall pay the Company any Service Charge due within 14 days of receipt of the same. 6 In the event the Company takes steps to recover any Service Charges and/or Administration Charges due and unpaid by the Client to the Company, the Client shall pay to the Company the costs (including administrative costs) of taking such steps plus VAT. In addition the Client undertakes that it will at all times be responsible for all costs and expenses incurred by the Company, including but not limited to, Court fees, interest and administrative fees in recovering from the Client any Service Charges due and unpaid from the Client to the Company. 7 The Client agrees with the Company: a) To provide promptly all such information as the Company may from time to time reasonably request; b) To ensure that all information sent to the Company is true, and shall not omit any facts; c) To authorise the Company to act on its behalf on an exclusive basis to perform the Services and not to instruct any other company in respect of the Claim/s for the duration of the contract. d) To authorise the release of any such information as the Company deems appropriate. e) To authorise the Company to negotiate on the merits of the Client's claim. f) To deal with all correspondence from the Company. g) Not to contact, correspond or communicate with the Third Party in connection with the claim and to immediately copy any correspondence it receives from the Third Party in connection with the claim. h) To notify the Company of the full names of all joint policy holders and any further relevant information that the Client has in their possession. i) That it has not previously claimed or received compensation or an offer of Compensation from the Third Party. 8 When an offer for Compensation is obtained from the Third Party on behalf of the Client which in the reasonable opinion of the Company is fair and reasonable having regard to the relevant timescales, and the offer is consistent with Financial Ombudsman Scheme and Financial Conduct Authority guidelines, and that offer is rejected by the Client then the Company reserves the right to charge a fee equal to the amount of the Service Charge which would have been payable in the event that the Client accepted that offer in line with the Company's advice. 9 The Client agrees to pay to the Service Charge and is deemed to have irrevocably accepted an offer of Compensation in cases where an offer of compensation, which in the reasonable opinion of the Company is fair and reasonable, and is consistent with Financial Ombudsman Scheme and Financial Conduct Authority guidelines, has been sent either by the Company or the Third Party to the Client, and the Client has not within 28 days of receiving such offer returned either the Third Party's acceptance form or a letter rejecting the Third Party's offer. 10 The Company will use all reason- able endeavours to perform the Services within a reasonable period from the date of receipt of the letter of engagement signed by the Client. You accept that the Company cannot be held responsible for delays due to circumstances beyond its control which includes but is not limited to delays caused by the Third Party, the Client, or by any other issue that is relevant to one or more of the Client s Claims being the subject of a test case, judicial review or any other legal control or restriction. Reasonable delays in performance or delays due to circumstances beyond the Company's control shall not entitle the Client to any greater remedy or redress than exists in this contract. 11 Due to logistical reasons, it is not practicable for the Company to store paper copies of any documents relating to the Client's claim. The Company will store them electronically and return any documents supplied by the Client if re- quested to do so. Otherwise, the Company will dispose of the paper copies securely. 12 The Company's liability in respect of the Services is to pro- vide the same with reasonable skill and care and in accordance with this Agreement 13 The liability of the Company to the Client in contract, tort (including negligence or breach of statutory duty) or otherwise howsoever under or in connection with the Contract shall be to losses that are a foreseeable consequence that breach of contract or tort and the Company does not foresee that such losses shall exceed the amount at which the Company (acting reasonably) values the Client's claim. Any claim by the Client for compensation for loss caused by the Company's negligence or breach of con- tract must be notified to the Company as soon as practicable. 14 The Company shall have the right to submit a complaint to the Financial Ombudsman Service or similar Organisation on the Client's behalf to pursue their Claims. In all such cases the Client agrees to comply with all reasonable requests of the Company, without undue delay, to allow and permit them to have the con- duct of the claim and to pursue the claim in such manner as they may in their absolute discretion think fit; disclose all relevant information and documentation as reasonably requested by them from the Company and/or its legal representative. 15 The Company shall apply a Service Charge of 30% + VAT of any and all Compensation received by the Client. This fee is in addition to any administration charges and shall be payable upon the conclusion of the Client s Claim.

4 16 The Client shall have the right to terminate the Contract at anytime by following the company s cancellation procedure. Please see Information about Cancellations located on the first page of this document. 17 Both parties agree to keep confidential the subject matter of the Contract and any information (whether written or oral) acquired by that party in connection with the Contract and not to use any such information except for the purpose of performing its obligations under the Contract. The Client agrees that the Company shall not be required to disclose to the Client or account to the Client in respect of the Company's interests, such as in relation to advice on marketing or other matters, provided that the Company does not contravene any applicable rules, regulations or codes of conduct. 18 The Company reserves the right to assign the Contract and all rights under it, provided that the party it assigns to undertakes to perform the contract in the manner set out in this agreement, and the Company may sub-contract to others all or any of its obligations. The Contract is personal to the Client and is not assignable except to the personal representatives of the Client. Save for a Claims representative appointed by the Company to handle the Clients Claims a person who is not a party to the Contract will have no rights pursuant to the Contracts (Rights of Third Parties) Act 1999 to enforce the Contract. 19 All personal data will be held in accordance with the terms of the Company s Privacy Policy which can be found on the Company s website or is available upon request. All data is held in accordance with the provisions of the Data Protection Act. 20 The Company agrees to comply with any written Data Subject Access Request under the Data Protection Act made by Client for the personal data that it holds subject to any exemptions that may apply from time to time. The Company charges an ad- ministration fee of or the fee prevailing from time to time (providing always that the fee shall not exceed the maximum fee permitted under the Data Protection Act) for providing this information. 21 The Company further agrees to correct any inaccuracies in the clients personal data held at the request of the client. 22 The Client acknowledges and agrees that its personal data may be submitted to a credit reference agency and processed on behalf of the Company in connection with the services. 23 If any provision of the Contract is held by any court or other competent authority to be void or unenforceable in whole or part, the other provisions of the Contract and the remainder of the affected provisions shall continue to be valid. 24 No failure or delay in exercising any of the Company's rights shall constitute a waiver of the same or any other of its rights. 25 The law applicable to the Contract shall be English law and the parties consent to the jurisdiction of the English courts in all matters affecting the Contract. 26 You should only sign the letter of authority if you agree to the statements below: I have read and have retained a copy of the terms and conditions. I wish to be bound by the terms and conditions and wish the Company to act on my/our behalf. Signed:... Date:...

5 Pre-Contractual Information The Claim Process Please take a minute to read this document as we would like to explain who we are, how the claim process works and why you need to complete these forms: Who are we? We are a CMC (Claims Management Company). We are regulated by the Claims Management Regulator in respect of regulated claims management activities. Our authorisation number is CRM Our registration can be viewed at We process your claims in house. You should check whether you have any other method of making a claim, including making the claim/s yourself and there is no obligation to utilise our service. Please feel free to consider the other services available. Please ensure that you read all the paperwork that we send you before signing and returning it to us. In order to process and assess your potential claims you need to complete and return certain documentation as set out below. Letter of Authority: The Letter of Authority enables us to deal directly with your lender, bank or credit card provider to obtain vital information regarding your claim. The Letter allows us to apply for copies of the loan or credit card agreement and also any bank or credit card statements that we might need to run your claim. Please complete a separate Letter of Authority for each agreement that you want us to look at. What will it cost? Our fees are paid as a percentage of the claim if it is successful. This means that we only get paid (if the claim succeeds) out of the compensation recovered for you. If we win a claim on your behalf we take a fee of 30% (plus VAT) of the Compensation amount, for example, on a successful claim of 1000, the service charge would be VAT = 360, leaving the client If we fail to secure Compensation, you owe us nothing. There may be circum- stances in which any compensation which is due to you is off- set against arrears you owe to your lender. In such circumstances you may not receive any cash compensation but you will still have to pay our fee. For example a successful claim of 1000 which is off set against your arrears will mean the amount you owe to your lender reduces by 1000 but you will not receive any money. You will still have to pay our fee of 360 (Inc VAT). Supporting Documentation: Please supply the original loan agreement or Payment Protection Insurance Policy documents if these are available. Case Assessment Once we have received the completed documentation we can make an initial assessment of your Claim, it may be that further information is required from you or the lender in order to fully assess the case. We may contact you to obtain this information. In most cases we are able to start the process of the claim at this stage. Processing the Claim Our professional team will then manage the entire claim process, including any appeals to the Financial Ombudsman. We will review any offer of compensation and advise you accordingly as to whether the offer should be accepted. We will endeavour to claim for the principal claim plus interest. It is very important that any communications from the lender are passed to our team without delay as the case could become prejudiced. You should be aware that you are entitled to use the Financial Ombudsman Scheme free of charge without the assistance of the Company and that you are entitled to shop around before using our services. Conclusion of the Claim At the end of a satisfactory claim we will invoice you for our fees as set out in the Terms & Conditions and Pre- contractual information Privacy Policy Redhawk Legal is committed to protecting your privacy and developing technology that gives you the most powerful and safe online experience. This Statement of Privacy applies to the Redhawk Legal website and governs data collection and usage. By using the Redhawk Legal website, you consent to the data practices described in this statement. Collection of your Personal Information Redhawk Legal collects personally identifiable information, such as your address, name, home or work address or telephone number. Redhawk Legal also collects anonymous demographic information, which is not unique to you, such as your Post Code, age, gender, preferences, interests and favourites. There is also information about your computer hardware and software that is automatically collected by Redhawk Legal. This information can include: your IP address, browser type, domain names, access times and referring website addresses. This information is used by Redhawk Legal for the operation of the service, to maintain quality of the service, and to provide general statistics regarding use of the Redhawk Legal website. Please keep in mind that if you directly disclose personally identifiable information or person- ally sensitive data through Redhawk Legal public message boards, this information may be collected and used by others. Note: Redhawk Legal does not read any of your private online communications. Redhawk Legal encourages you to review the privacy statements of Web sites you choose to link to from Redhawk Legal so that you can understand how those website collect, use and share your information. Redhawk Legal is not responsible for the privacy statements or other content on website outside of Redhawk Legal and Redhawk Legal family of website.

6 Use of your Personal Information Redhawk Legal collects and uses your personal information to operate the Redhawk Legal site and deliver the services you have requested. Redhawk Legal also uses your personally identifiable information to inform you of other products or services available from Redhawk Legal and its affiliates. Redhawk Legal may also contact you via surveys to conduct research about your opinion of current services or of potential new services that may be offered. Redhawk Legal does not sell, rent or lease its customer lists to third parties. Redhawk Legal may, from time to time, contact you on behalf of external business partners about a particular offering that may be of interest to you. In those cases, your unique personally identifiable information ( , name, address, telephone number) is not transferred to the third party. In addition, Redhawk Legal may share data with trusted partners to help us perform statistical analysis, send you or postal mail, provide customer support, or arrange for deliveries. All such third parties are prohibited from using your personal information except to provide these services to, Redhawk Legal and they are required to maintain the confidentiality of your information. Redhawk Legal does not use or disclose sensitive personal information, such as race, religion, or political affiliations, without your explicit consent. Redhawk Le- gal keeps track of the website and pages our customers visit within Redhawk Legal, in order to determine what Redhawk Legal services are the most popular. This data is used to de- liver customized content and advertising within Redhawk Legal to customers whose behaviour indicates that they are interested in a particular subject area. Redhawk Legal web- sites will disclose your personal information, without notice, only if required to do so by law or in the good faith belief that such action is necessary to: (a) conform to the edicts of the law or comply with legal process served on Redhawk Legal or the site; (b) protect and defend the rights or property of our Claims Specialists; and, (c) act under exigent circumstances to protect the personal safety of users of Redhawk Legal, or the public. Redhawk Legal Ltd is regulated by the Claims Management Regulator in respect of claims management activities. Our authorisation number us CRM23872 Registered office: 3rd Floor, Grove House, Grove Place, Swansea, SA1 5DF. VAT Registration Number: *Calls cost 5p per minute from a landline and calls from mobiles may cost considerably more

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