Terms of Service

1. Who we are

Prophoenix Solutions Tech, registered in England and Wales under company number XXXXXX, with its registered office at 27 Old Gloucester Street, London, England, WC1N 3AX. We are a Claims Management Company authorised and regulated by the Financial Conduct Authority under firm reference number XXXXXX. You can verify this on the Financial Services Register at register.fca.org.uk.

2. You can do this without us

You do not need to use a claims management company. You can complain directly to your lender for free, and if you are unhappy with their answer you can refer it to the Financial Ombudsman Service at no cost. You should decide whether our service is worth our fee before you instruct us. We will not think less of you for doing it yourself.

3. What we do

• Check whether you are likely to have a car finance commission claim.
• Trace your finance agreements with lenders.
• Prepare and submit complaints on your behalf.
• Correspond with the lender and chase for a response.
• Refer a complaint to the Financial Ombudsman Service where a lender rejects a claim we consider sound.

4. What we do not do

• We do not give legal, financial or tax advice, and nothing on this site is advice of that kind.
• We do not conduct litigation or represent you in court.
• We cannot guarantee any outcome. Whether redress is payable, and how much, is decided by your lender or by the Financial Ombudsman Service, not by us.

5. What you agree to do

• Give us information that is accurate and complete, to the best of your knowledge.
• Tell us promptly if your contact details change.
• Pass on to us any correspondence you receive from a lender about a claim we are handling.
• Tell us if you have already complained about the same agreement, or if another firm is acting for you on it. Duplicate claims can cause both to be rejected.
• Not instruct us on a claim you know to be false. Submitting a knowingly false claim can be a criminal offence.

6. Our fees

There is nothing to pay up front and nothing to pay if your claim does not succeed. If it succeeds, our fee is between 18 and 36 percent of the redress including VAT, banded and capped by the amount awarded. The full band table is on our fees and charges page, and we confirm the band that applies to you in writing before we start.

7. Cancelling

You may cancel within 14 days of signing our agreement at no cost, for any reason. After that you can still cancel at any time, but we may charge £80 per hour plus VAT for work already carried out, capped at the fee that would have applied on success. See fees and charges for the detail.

We may end the agreement if a claim has no reasonable prospect of success, if we cannot get the information we need from you, or if you ask us to do something improper. If we end it, you owe us nothing.

8. Communications

We contact you by phone, email and SMS about your claim. You can change how we contact you at any time by emailing claims@prophoenixsolutions.com. Calls may be recorded, and we will tell you at the start of the call when they are.

9. Using this website

• The content is provided for general information. It is not a statement about the merits of your particular claim.
• Figures quoted are averages published by the Financial Conduct Authority. They are not a quotation, a promise or an estimate of your own claim.
• You may not copy, scrape or republish substantial parts of this site without our written permission.
• You may not attempt to interfere with the site, submit false form entries, or use it in a way that breaks the law.

10. Liability

We are responsible for loss you suffer that is a foreseeable result of us breaking these terms or failing to use reasonable care and skill. We are not responsible for loss that is not foreseeable, for business losses, or for a lender’s or the Ombudsman’s decision on your claim.

Nothing in these terms limits our liability for death or personal injury caused by our negligence, for fraud, or for anything else that cannot lawfully be limited. Nothing here affects your statutory rights as a consumer.

11. Complaints

Our complaints procedure explains how to complain about our service and how to take the matter to the Financial Ombudsman Service if you remain unhappy.

12. Your data

See our Privacy Policy for what we collect, why, and how long we keep it.

13. Changes to these terms

We may update these terms. The version that applies to your claim is the one in force when you instructed us, unless a change is needed to comply with the law or our regulator, in which case we will tell you.

14. Governing law

These terms are governed by the law of England and Wales, and the courts of England and Wales have jurisdiction. If you live in Scotland or Northern Ireland you may bring proceedings in your own courts.

15. Contact

Prophoenix Solutions Tech, 27 Old Gloucester Street, London, England, WC1N 3AX. Email claims@prophoenixsolutions.com, telephone 0161 000 0000.