Frequently

Asked

Questions

 

General

How Much Do You Charge?


We charge a success fee of 24% inclusive of VAT for PPI claims only and 32.5% + VAT (39% total) ofor all other services.




How Do I Apply?


To request a claims pack, press the "Apply Now" button above or you can call us on 0207 619 3967 or send an email to info@ironstonelegal.com.




How Would I Be Updated With My Claims


We will keep you updated automatically via SMS throughout every stage of your claim. Please ensure that we have your correct phone number. Our automated case handling systems ensure that you are notified of every development of your claim immediately via SMS.




I Can't Find The Answer to My Question on the FAQ Page


Please contact us on 020 7619 3967 if you have any question, our friendly team is waiting to assist you.




How Can I Appeal a Decision?


Our team will help you to appeal the case by preparing the paper work for you to ensure that you receive the best outcome. If you receive a rejection letter, please call us on 020 7619 3967.




How Can I Find Out If I Have Been Mis-Sold a Product?


Please refer to our Financial Mis-Selling page for more information. All you need to do is give us the authority and we will investigate which products have been sold and then identify where mis-selling has occurred. When we identify mis-selling we will contact you and then commence your claim for each mis-sold product that we identify.




My Claim Has Been Rejected by The Bank, Should I Go to the Ombudsman?


Yes. After you receive a rejection letter from the bank, you have six months to escalate the matter to the Ombudsman or your claim would be time barred. However, you may still escalate the matter to the normal Courts using via litigation (subject to time limits).




A Few Years Ago, The Ombudsman Rejected My Application. Should I Try It Again?


If you have been rejected by the Ombudsman and the evidence is still the same, it is unlikely the decision will change.




I Have Received Two Different Payments, Is The Interest Paid Separately?


Some lenders divide the payments into two parts; however, if you are not sure what you have received, you should contact your bank or us so that we can clarify the redress amount for you.




Will Making Any Complaint Affect My Relationship With The Bank or My Credit Score?


Making a complaint for any mis-sold product will not affect your relationship with your bank/provider. Every bank/provider has a duty to treat you fairly and it will not affect your credit score




How Can I Make a Payment to IronStone Legal


Go to the "Make a Payment" Page and follow the instructions




I Don't Have My Account Numbers or Details. Can You Help?


If you have lost your paperwork or have thrown them away do not worry. If you know your lenders/banks we can find out whether if you had any mis-sold financial products!
We will make a ‘Subject Access Request (SAR)’ request to your bank/lenders, which will require them to provide any mis-sold financial products they have sold to you.

The quickest way to obtain information of your lenders is to request a credit history report. This can be done through Experian or My Credit Monitor with a 30 day trial of their credit report. Once you have obtained this report, please send it to us. Please note that, this information is not required, although you can speed up the process of your application and could help us to obtain faster result.




The Firm Has Gone Out of Business. Can You Help?


If the business has gone out of business, our customers still have chance of obtaining compensation from the Financial Services Compensation Scheme.




I've Forgotten My Bank/Lender Details, How Can I Find These?


The quickest way to obtain information of your lenders is to request a credit history report. This can be done through Experian or My Credit Monitor with a 30 day trial of their credit report. Once you have obtained this report, please send it to us.




Why Am I Paying VAT?


We would like to inform our customers that IronStone Legal does not benefit from charging VAT. Because we are a VAT registered company, we are required to pass on the VAT we collect to the government.




I Have Fallen Into Arrears, Would I Still Receive Any Compensation?


We would like to notify all our customers that if you have fallen into arrears with your bank/lender, they have right to deduct any fee from the compensation you have been offered. Moreover, if you owe a substantial amount which is more than the compensation you have been offered you may end up with no cash at all. Before you commence any case with our company, we strongly suggest you to tell us your situation properly. If you need further help on this issue, please do not hesitate to call us on
0207 619 3967 or send an email to info@ironstonelegal.com.





Mis-Sold Payment Protection Insurance (PPI)

My Provider Told Me I Don't Have PPI


If your bank told you that you do not have PPI, our expert team can recheck it and work with you throughout every stage of your claim. You won’t be charged for us checking on your behalf.




When Will I Get My PPI Refund?


Unfortunately, you cannot speed up the process. Banks say it can take up to 28 days, although, occasionally it can take up to 8-12 weeks.




I'm Not Sure My PPI Compensation is Fair


If you are not sure whether the compensation you have been offered is fair, you should check the factors that could possibly affect the amount of compensation you have been offered. If you believe anything is incorrect or you have been treated unfairly, you should contact your bank/lender in the first instance. If you are not happy with the final result, you have right to contact the Financial Ombudsman Service.




Requirements for Making a PPI Claim?


It is a requirement that you must have used some form of credit such as; loan, overdraft, credit card, car finance, mortgage or store card.




What Kind of Products/Accounts Include PPI?


Loans (Secured or Unsecured), credit cards, remortgage, car loan, store card, catalogue, finance, hire purchase, store finance, a mortgage, a personal loan or higher purchase agreement. It is a requirement that you must have used some form of credit such as; loan, overdraft, credit card, car finance, mortgage or store card.




Does a PPI Claim Affect My Credit Rating/Score?


Your application will not affect your credit rating/score or your relationship with the bank/provider.




How Much Will I Get Back?


This varies as it depends on the time when the PPI was added to the account as this would determine the 8% interest we can win for you, how much PPI you paid (this can vary per month).




Will You Charge Me If My PPI Claim is Unsuccessful?


No. We will only charge you if your claim is successful.




How Far Can I Claim Back?


There is no limitation. We can discuss this in more detail if you call us on 020 7619 3967.




How Long Will it Take to Get My Money Back?


It can take up to 2 to 3 months.





Mis-Sold Packaged Bank Accounts (PBA)

What Does a Packaged Bank Account Include?


There are different services or insurance that are usually provided within a packaged bank account, including the following but not limited too; Travel insurance, card protection, legal expenses, extended warranties, product breakdown/accidental damage, mobile phone insurance, car breakdown or discounts.




How Much Compensation Am I Likely to Get?


If you were mis-sold a Packaged Bank Account, you could get back the fees you have paid. For example, if you have paid £20 per month for one year, you could get £240 (12×20) plus the interest.




How Much Would a Packaged Bank Account Cost?


It could cost anything between £5 to £20 per month/week.




How Far Can I Claim Back?


Usually there is no limitation on making a claim for your Packaged Bank Account. However, if your Packaged Bank Account was closed six (or more) years ago then it can be hard to make a claim. This is because the bank/provider may not have your personal details anymore.




Can't I Purchase Any of the Features of a Packaged Bank Account Separately?


You can purchase some of the features of a Packaged Bank Account separately for less.




How Do You Know If You Have Been Sold a Packaged Bank Account?


Check your bank statement. If you notice a monthly fee taken from your bank account that could be the fee for the Packaged Bank Account.




I've Already Closed My Account. Can I Still Make a Complaint?


Whether your account is closed or not. We can still make a complaint.




Will Complaining About My Packaged Bank Account Affect My Relationship With My Bank/Provider?


Making a complaint for your Packaged Bank Account will not affect your relationship with your bank/provider. Every bank/provider has a duty to treat you fairly.




How Do I Start My Complaint?


If you would like to start your complaint for your Packaged Bank Account, you can call us on 020 7619 3967 or send an email to info@ironstonelegal.com We will get back to you as soon as possible.




If I Make a Complaint, Can I Keep My Existing Account?


If you make a complaint about your Packaged Bank Account, your bank cannot close or change your account. However, if your claim is successful you might need to switch to a normal account to accept the possible compensation.




Do I Need to Provide My Original Documents?


You do not need to provide us your original documents, although if you do, this would speed up the complaint process. For example, if you can tell us the bank name, this would give us an idea where to start and we will determine the rest for you.




I No Longer Have or Forgotten My Details, Can I Still Make a Complaint?


If you have lost your paperwork or have thrown them away do not worry! If you know your lenders/banks we can find out whether if you had any mis-sold financial products! We will make a ‘Subject Access Request (SAR)’ request to your bank/lenders, which will require them to provide any mis-sold financial products they have sold to you.




I Have Used Some of the Features of my Packaged Bank Account. Am I Eligible to Make a Claim?


Yes. You can still make a claim if you have used any of the features of your Packaged Bank Account.




What Will Happen If You Are Not Entitled to a Refund?


If your bank refused your claim we will take the case to the Financial Ombudsman Service. The Financial Ombudsman Service will review your case and will determine whether you should be awarded compensation.




What Are The Examples of Packaged Bank Accounts?


Barclays Additions, Lloyds TSB Premier, Santander Premier 50, NatWest Silver, Nationwide Flexi, Co-op Premier or RBS Platinum.





Mis-Sold Interest Rate Hedging Products

Are The Any Other Forms or Names For Interest Rate Hedging Products?


Yes. For example, Interest rate swaps, Dual rate swaps. LIBOR swaps, Interest rate collars, Structured collars or Tailored business loans.




How Much Compensation Could I Get?


If you can successfully prove that a bank or lender mis-sold an interest rate hedging to you, then we could help you to reclaim thousands of compensation.





Tenancy Deposit Claims

How long will it take to discover if I have a claim?


This is dependent on the quality of the information provided to us. If we have full details of a tenancy agreement, we can check within 24 hours.




How long will it take to recover my money if I do have a claim?


Our recent experience would estimate around 12-16 weeks from the date of issue. However, this depends on the attitude of the landlord and whether they settle without court proceedings. Initially, we will issue a claim letter and aim to issue proceedings 16 days later if we do not receive a response or have an unsatisfactory response. If we have to issue proceedings, this will depend on available court time.




How much could I receive?


The penalty is likely to be between 1-3 times the amount of the deposit paid. This could be greater if we can show repeated breaches during a long tenancy.




Will this affect future tenancy agreements I wish to make?


No, not at all.




Do I need to speak to my landlord directly?


No, we will take care of everything for you.




Does it matter how my deposit was paid?


No, we review all claims regardless of how the deposit was paid, or who it was paid by.




What do you need from me to pursue a claim?


Any information that you can provide us regarding your tenancy deposit will help make your claim easier. We would ask for your details, the property details, landlord details, tenancy agreement specifics and some supporting documentation (such as the tenancy agreement itself and proof of payment of the deposit). You can find our full list over on our claims questionnaire.




Could you still pursue a claim if I don’t have any of my paperwork?


As a general rule, we need to see the tenancy agreement to establish the tenancy and evidence of deposit payment. In certain circumstances, we may be able to ask the landlord to provide a copy of the tenancy agreement.




Does it matter if I received my deposit back or not?


No, we can investigate a claim regardless of whether you received your original deposit amount back.




Do I have to go to court myself?


Usually not – if you choose to instruct us, we will handle the complete claims process for you.




Do I have to pay you?


If we believe you have a valid claim and you wish to instruct us, we will act on your behalf in return for a percentage of the compensation we recover for you. Our fee is taken upon successful completion from the damages received. There may also be an After The Event (ATE) Insurance fee if you take the same out. Note that this is only payable if your claim is successful.




How does this affect me if I had a joint tenancy?


The key is who paid the deposit as they will be the claimant. If payment was made jointly, then we would need to be instructed by both tenants or one would need to provide us with written authorisation to act for one tenant as agent of the other.




Do you recover unprotected deposits for students?


Yes, we recover unprotected deposits for anyone in the private sector rented accommodation.




Can I still claim if my tenancy was over 6 years ago?


We can make no guarantees but are happy to look at the documentation and advise. If a tenancy ended before 6th April 2007, we cannot help.





CONTACT

 IronStone Legal

303 Regent Studios,

1 Thane Villas,

London N7 7PH

 

+44 (0)207 619 3967

 

© All Rights Reserved. IronStone Legal - 2020
 

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IronStone Legal is a trading name of Demirtas Finance Ltd, Registered in England and Wales number 07975646.
Authorised and regulated by the Financial Conduct Authority as a claims management company number 838139. 
Regulated by the Information Commissioners Office in Respect of the Data Protection Act 2018 number: Z3119423

*Fees may apply for cancellations outside of the 14 day cooling off period, calculated on an amount of work completed basis as stated in our TCs. No cancellation fees payable by you if you cancel within the 14 day cooling off period. We charge 35%+VAT (42% including any VAT) for mis-sold financial products and services.

± Before any deduction for 182 claims resolved 6 months prior to 14/02/2018 across multiple different services. 

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