Terms of Service

These terms govern your use of this website and the basis on which we provide claims management services. Please read them before instructing us.

Who we are

Personal Chargeback Ltd is a company registered in Scotland, authorised and regulated by the Financial Conduct Authority to carry on regulated claims management activity. Our company, VAT and ICO registration numbers are published on our about page.

You do not have to use us

This is the most important term on this page. You can pursue a chargeback, a Section 75 claim or an authorised push payment reimbursement claim yourself, free of charge, by contacting your bank or card provider directly. If you are unhappy with the outcome, you can refer the complaint to the Financial Ombudsman Service, which is also free. You are not required to use a claims management company, and where your claim is straightforward we will tell you to do exactly that.

Our service

We assess claims, identify which route applies, prepare and submit claims and complaints on your behalf, and refer cases to the Financial Ombudsman Service or the Financial Services Compensation Scheme where appropriate.

We are not a firm of solicitors. We do not give legal advice and we do not conduct litigation. Where your case requires a court claim, we will tell you and, with your agreement, refer you to a solicitor.

We do not guarantee any outcome. Nothing we say about the likely prospects or value of a claim is a promise, and an assessment is an opinion based on the information available at the time.

Fees

Our fee is a percentage of the redress you actually recover, subject to the FCA fee cap that applies to the relevant redress band. The percentage, the band and the maximum cash amount are set out in your agreement before you instruct us.

• Nothing is payable when you instruct us.
• Nothing is payable while the claim runs.
• Nothing is payable if the claim does not succeed.
• Our fee is calculated on redress you receive, not on an offer you decline.

Cancellation

You may cancel your agreement with us within 14 days of entering it, without charge and without giving a reason. After that period you may still cancel at any time; where we have already recovered redress for you before cancellation, our fee remains payable on that redress.

Your responsibilities

You agree to give us accurate and complete information, to tell us if anything material changes, to send us documents we reasonably request, and to tell us promptly if you receive any payment or correspondence directly from the firm your claim is against. Claims fail most often because information was incomplete, not because the argument was wrong.

Complaints

If you are unhappy with our service, our complaints procedure is published separately on this site. If we do not resolve your complaint to your satisfaction within eight weeks, you may refer it to the Financial Ombudsman Service free of charge.

Liability

We do not exclude or limit liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be excluded. Subject to that, our total liability in connection with a claim is limited to the fees paid to us in respect of that claim, and we are not liable for indirect or consequential loss.

Use of this website

The guidance published on this site is general information about consumer rights. It is not advice about your particular circumstances, and acting on it is your decision. We take care to keep it accurate, but rules and time limits change.

Governing law

These terms are governed by the law of Scotland, and the Scottish courts have jurisdiction. This does not affect any right you have to bring proceedings in the courts of the part of the United Kingdom in which you live.