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1 Terms & Conditions Using our Services The Entitlements Agency has designed this website with the idea of offering you a source of information. Whilst we endeavour to maintain the site and keep the information held within as up to date as possible, we cannot accept any liability or responsibility for any mistakes or omissions. The content of the website concerns our services and is for general information and guidance only. Specific, individual cases may require a unique approach, as circumstances of and particular situations can and will differ from person to person. We will be happy to discuss the specifics of your situation with you, if and when you instruct us to act on your behalf. You should always consult a legal specialist, before deciding to take, or not to take, legal action. By using this website and the information contained within, you agree to be bound by our terms and conditions of use. In particular, we will not be liable for any losses, damage (whether direct or indirect and including without limitation, loss suffered as a result of breach of these terms which is not a foreseeable consequence of the breach, lost profits, lost opportunity, goodwill, loss of contracts, increased costs or expenses) arising out of the use or inability to access the information on this website, or as a result of any errors or omissions on the website. We do aim to make sure that the website is operational 24hrs a day, but cannot guarantee this, as there are aspects pertaining to the operation of the site, that are out of our hands and if needed, we may suspend access to the website at any time and for any reason and without notice. This website does not provide legal advice or make any offers of any sort. By using the site, you agree that you are not relying on the information in the site and its content. We cannot accept any liability for any viruses that may be downloaded as a result of using this site, although we do aim to ensure that the website is free from viruses. We make no warranties, promises or guarantees, in relation to the content of any sites that are linked to from this website as they are not controlled by The Entitlements Agency and as such, we cannot accept any liability for them. All intellectual property rights and copyright in the material on this website belongs to The Entitlements Agency, unless otherwise stated. Important Information For You The Entitlements Agency Ltd are a Financial Dispute Resolution Specialist and will handle your complaint about your Financial Provider for the potential mis-selling of your Payment Protection Insurance Policy(s). Your Complaint is being submitted to your Financial Provider via their complaint process. If unsuccessful we will (if appropriate) refer your case to the Financial Ombudsman Service for adjudication. We will not use the Court Service and will not risk costing you any money other than our Charges, detailed below.

2 Once you sign the documents, we will send your complaint to the Financial Provider. After this all you need to do is: Provide us with as much information and documents you have about your Policy Tell us if you move house or change contact details Tell us if the Bank contact you directly Return to us with any information that we need from you If payment is sent directly to you by the bank, you will satisfy our fees within 14 days The Entitlements Agency will do the rest for you as part of the service. Your Options Before finalising this agreement, it is important that we advise you of your options. You can: Not return the documents and leave the Financial Provider unchallenged. This would mean that all of the money you have given them for a Policy that may be of no use to you would stay in their pockets. Make the Complaint yourself. All Financial Providers and the Financial Ombudsman Service offer a free service for your complaint. However, with our experience and understanding of the process, it is much easier for you to leave the process to us; the experts. Sign and return the forms to us. Let The Entitlements Agency challenge your Financial Provider and recover what may be owed to you. We have been doing this for tens of thousands of clients and are recovering thousands of pounds per month for them. Can you afford not to let us do this for you! My Policy If your claim is successful any PPI attached to the policy will be cancelled and you will no longer have the PPI cover in place. Timescales Our average claim can take between 8-16 weeks from the date the claim is acknowledged by the Financial Provider. Please note that any delays to this process may occur if the Financial Provider do not investigate your complaint within the allotted timeframe. Also if the bank reject your claim your case can be referred to the Financial Ombudsman Service (FOS) in which no time frames can be given.

3 FEE STRUCTURE Our Fees The Entitlements Agency will take 25% + 5% Taxes of the amount that you receive, whether this is paid to you or off your loan. If we do not recover you anything, you do not pay us! Example of Fees We recover you from your bank. Our fees on this Would be (25% = Taxes = 50.00) (Please note that your bank may uphold other mis-sold PPI that you may have purchased as a result of our approach to them. If this is the case, we will deal with these cases on your behalf and the same charges will apply). Some providers will pay 8% Statutory Interest to your redress payment. Please be advised that this payment is subject to income tax and that it is your duty to inform HMRC of the same. Please note this only refers to the 8% interest should it be offered. In some instances, your provider may decide to re-investigate your complaint. If this results in your claim being upheld, you will still be liable for our fees. What Is A Successful Case? Your claim will be deemed as successful if you are made any offer has been deemed to be acceptable in respect of the PPI Policy. This will be awarded to you via either a lump sum payment (Cash Redress), or an amendment of your existing loan term (eg. Reduction/Restructure). The payment method adopted will depend on your circumstances. However, please note that should your account be in arrears then there is a possibility that any award will be used to clear these arrears. How Are The Fees Paid? You are responsible for the payment of our fees. These fees should be paid from the amount that you are awarded. If you owe us fees on any complaint that we have pursued on your behalf we reserve the right to offset any redress you receive against your debt to us, regardless of whether redress relates to another complaint we have pursued for you. My Loan Is Still In Force If you are still repaying the loan, your settlement may come in 2 parts. Part 1: You will be refunded all of the Premiums you have paid into your policy to date, along with the interest that you have incurred and, in many cases further interest of 8% on this figure. Part 2: In addition, the Premiums that you will pay during the remainder of your loan will be removed from your loan and your monthly repayments will be reduced accordingly, thus saving you a substantial amount of money per month. Again, the total amount recovered could amount to around 30% of your loan. If this is the settlement that you receive, our fees will be calculated from a combination of the amount recovered in a cash sum and the amount we have managed to reduce your loan by. We expect our fees to be paid out of the lump sum that you receive. If you benefit financially from a reduction of an existing debt;

4 The Entitlements Agency will require our fees settling on this matter, along with any compensation recovered. Example of Fees Refund of premiums 1,500 Reduction of loan 500 Total amount recovered 2,000 Our fees on this matter would be (25% , 5% Taxes ) I Am Claiming On a Credit Card If the credit card we have complained about remains open with an outstanding balance, there is a possibility that your redress will be utilised to reduce your balance. We must remind you that our fees are due from any financial benefit received. We therefore expect to receive 25% + 5% Taxes (less any administration fee) of the amount by which your debt has been reduced. Please be reminded that you are able to use the Credit Card in question to satisfy our fees. Example of Fees Failure to Pay Fees Refund of premiums Reduction of card balance Total amount recovered Our fees on this matter would be (25% , 5% Taxes ) If we recover your money and you do not pay our fees, The Entitlements Agency have the authority to validate your application details with a Credit Reference Agency. We also reserve the right to perform a trace search on you if you fail to comply with the terms set out in your agreement to assist in recovering our fees. Should our fee not be paid within 7 days of the invoice date, we reserve the right to charge an additional administration fee. SHOULD WE NEED TO, WE ALSO RESERVE THE RIGHT TO PURSUE PAYMENT THROUGH THE COURTS IN WHICH CASE THE CLIENT IS LIABLE FOR ALL COURT COSTS. Administration Fee In some cases, we reserve the right to charge an administration fee. This fee comprises of the following: 30 per letter 25 per phone call 60 per document collection 100 home visits and court fees (variable) Cancellation Period You are entitled to cancel this agreement at any point within 14 days of signing it. (please refer to the cancellation part of the Letter of Engagement, for full details). Data Protection All of your data is controlled and processed in accordance with the Data Protection Act 1998 and will be used to help us pursue your complaint. Your files will be returned to you upon request. The Entitlements Agency reserves the right to charge a fee for the recovery. Our Data Protection Registration Number is - Z129570X.

5 Complaints If you re at all dissatisfied with the service that you receive, please write to: Compliance Manager, The Entitlements Agency, Sovereign Court, King Edward Street, Macclesfield, SK10 1AF, or via - Compliance@claimsmanagementservices.co.uk We will respond to you within 5 working days and look to resolve any issues as soon as possible. Please see the complaints procedure section of this website for full details. Consumer Factsheet (Payment Protection Insurance) If you wish for some guidance on using a company to claim back your mis-sold Payment Protection Insurance (PPI), then please refer to the Claims Management Regulation Consumer Factsheet. This can be found at: Main Contractual Terms and Conditions These are the main Terms & Conditions as found on the Letter of Engagement which will be sent out to you. Compensation for mis sold payment protection insurance This agreement is between The Entitlements Agency Ltd and the client (you). Throughout the agreement us and we refers to the The Entitlements Agency Ltd. The Client refers to the person/persons below who instruct us to act for them in relation to claiming compensation for the mis selling of Payment Protection Insurance (PPI). Throughout the agreement the term Benefit relates to either; A Cash Redress or a Loan Reduction/Restructure. Having established that PPI has been mis-sold, we agree to handle the client s claim(s) in respect of mis-sold payment protection insurance. THIS SERVICE IS STRICTLY PROVIDED ON A NO WIN, NO FEE BASIS.* The Client appoints us to be your sole and exclusive agent from now until your claim has been finalised. In appointing us as your agent we will be acting as an intermediary between you and the relevant lender(s) in respect of the PPI policies. We agree only to use the information provided in relation to the claims submitted. The Client agrees for us to refer your claim to the Financial Ombudsman Service (FOS) if the claim is not upheld. The Client agrees once any offer has been deemed to be acceptable, the client is responsible for payment as set out in clause (5c). The Client agrees, any Cancellation after the complaint has been raised or if once any offer has been deemed to be acceptable, the client will be charged per claim if the financial benefit has NOT been specified, for administration costs. (Cancellation within the 14 day cooling off period should be made in writing and no fee will be due. Cancellation after the 14 day cooling off period should be made in writing and may be subject to an

6 administration fee**, of which represents works done on each individual claim or 25% + 5% taxes of any redress due whichever is higher for each claim cancelled). The Client agrees to pay The Entitlements Agency Ltd 25%, plus 5% to cover taxes, of any financial benefit for each individual claim. A separate invoice will be raised for each successful claim. Each invoice should be paid within the agreed time limit. This includes refunds, Credits and reduced payments. This also includes any amounts offset against your loans that are current. Eg if you receive 1000 of benefit, then our fee would be % to cover taxes ( 50.00) = The Client agrees for us to charge the document collection fee, when applicable, on the first claim only. The Client agrees that should our fee not be paid within 7 days of the invoice date, we reserve the right to charge an additional administration fee.** SHOULD WE NEED TO, WE ALSO RESERVE THE RIGHT TO PURSUE PAYMENT THROUGH THE COURTS IN WHICH CASE THE CLIENT IS LIABLE FOR ALL COURT COSTS. You confirm that you have read this agreement and before signing it, that it sets out all the terms agreed between us and you. In signing this agreement, you are not relying on anything said to you before you sign this agreement unless it has been recorded in writing on this document as a term of this agreement, and that we will not be liable for you for the accuracy of any representation made to you which has not been recorded on this document. *Cancelling our agreement outside the cooling off period may result in a cancellation charge. ** These fees may vary and can include - 30 per letter, 25 per phone call, 60 per document collection, 100 home visits and court fees (variable) Regulation The Entitlements Agency Ltd is regulated by the Claims Management Regulator in respect of regulated claims management activities. Our registration is recorded on the web site: ; our authorisation number is CRM Company Registration Our Company is registered at companies house and our company registration number is