Important information for you

Credit Hero are a Claims Management Specialist and will handle your complaint about your Bank for the potential mis-selling of your Payment Protection Insurance Policy(s). Your Complaint is being submitted to your Bank 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.

Once you sign our documents we will send your complaint to the Bank. 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
  • The refund payment will be sent directly to you by the bank. We would ask that you satisfy our fees within 7 days of receiving your payment.

Credit Hero will complete the claims process on your behalf as part of our service.

Your options

Before completing this agreement, it is important that we make clear your options. You can:

  • Not sign and return the paperwork we send to you and leave the banks unchallenged. This would mean that all of the money you have paid for payment protection insurance which may have been mis-sold will not be refunded.
  • You are free to make a complaint yourself.  The Financial Ombudsman Service or the Citizens Advice Bureaux offer a ‘free service’ for your complaint.
  • Sign and return the forms to us allowing Credit Hero to use its skill and expertise to challenge your bank and recover what may be owed to you.

Us, Credit Hero Ltd of Scotsman House, The Sidings, Boundary Lane, Saltney, Chester, CH4 8RD.

What Credit Hero Ltd will do for you:

We will check if you had PPI with your provider for FREE, even though in the majority of providers will charge a fee for providing the information.

We will assess your case and pursue a claim upon your behalf for the recovery of any losses arising out of your Mis-selling case.

We will provide this service for a “No Win No Fee”.

A No Win No Fee is a fee that is only charged if we are successful in pursuing your claim.  You may be charged if you cancel after the cooling off period at a rate of £25.00 per hour.

Payment will be made to you directly, and we will forward an invoice to you and request payment thereof.

We will always act in your best interest in pursuing your claim and obtain for you the best results possible.


can make a claim for free via the citizens advice service or financial ombudsman service.

are free to cancel this contract within the first 14 days after signing it without charge.

What Credit Hero Ltd will NOT do

We will NOT advise you to pursue a claim that in our opinion has no realistic chance of success. We reserve the right to cancel this agreement if we form this opinion.

We will not advise you to accept any offer which we consider to be inadequate or to reject an offer which we consider to be reasonable.

What we expect from you

To provide us, with all relevant information which we request to assist us to pursue your claim.

To provide us, with clear instructions at all times. To co-operate with us, and the lender should they contact you directly.

Not to mislead or lie to us or ask us to work in an improper or unreasonable manner

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

  1. a) To pursue your claim.
  2. b) To enter on your behalf into correspondence and negotiation.
  3. c) To receive, process and give valid receipt for any compensation received.
  4. d) If payment is made directly into your Bank or Building Society account you will pay our invoice within 14 days of receipt. If you are paid by cheque you agree to pay our fees within 14 days of the funds being clear.
  5. e) By signing this agreement you confirm you are not currently nor have been bankrupt
  1. Our fee is 20% of any damages/money/compensation received by you or awarded to you plus VAT at the prevailing rate. If monies are offset against your account this will be classed as compensation and will be included in our invoice.

Example Fees

If we recover you £1,500.00 from your bank. Our fees on this Would be £360.00 (20% = £300.00 vat = £60.00)

If we recover you £1,500.00 from your bank and you are in arrears of £500, the lender will deduct £500 leaving you with £1000. Our fees would still be £360.00 (20% = £300.00 vat = £60.00)

If we recover you £1,500.00 from your bank and you are in arrears of £2000, the lender will deduct £1500 from the compensation leaving you with £0.  Our fees would still be £360.00 (20% = £300.00 vat = £60.00)

Providers will pay 8% Statutory Interest to your redress payment. Please be advised that this payment is subject to income tax and this is typically deducted at source. If it is not it is your duty to inform HMRC of the same. Please note this only refers to the 8% interest should it be offered.

Our  fee will be based on the total award / benefit made to you and is only payable upon successful conclusion of the claim. If no recovery of damages is made, you do not have to pay us anything, subject to clause 5 below.

In the event that payment is made to you directly and you fail to satisfy our invoice, we shall take steps to recover any fees due to us under this agreement.

In addition to the unpaid invoice, you may have to pay Credit Hero Ltd recovery fee costs incurred plus interest at 8% above bank of England base rate as determined by a county court judge.

Cancelling this agreement

If we cancel this agreement at any time, then no fee will be payable by you, if we advise that your claim is unlikely to succeed and you have fulfilled your obligations as set out in section 3.

Should you cancel this agreement after we have obtained an offer you will still be liable for our fee.

If you cancel the agreement you will be immediately liable for our fees for work carried out on your behalf which will be charged at £25 per hour plus VAT at the prevailing rate.

There will be no fee payable if you cancel this agreement within 14 days.

If you decide to cancel please try to use the cancellation form included in the pack, although we will accept written, electronic of verbal confirmation of this. You can also cancel online here.

Data Protection

We, will control and process your personal information in accordance with the General Data Protection Regulations. Full details of our policy can be found here.

Complaints Procedure

We operate a complaints procedure; full details are enclosed within the pack also can be found on our website and available on request.

Other Important terms

We may transfer our rights and obligations under these terms to another organisation, and we will always notify you in writing if this happens, but this will not affect your rights or our obligations under these terms. You may only transfer your rights or your obligations under these terms to another person if we agree in writing.

This contract is between you and us. No other person shall have any rights to enforce any of its terms.

Each paragraphs of these terms operates separately. If any court or relevant authority decides that any of them are unlawful, the remaining paragraphs will remain in full force and effect.

If we fail to insist that you perform any of your obligations under these terms, or if we do not enforce our rights against you and will not mean that you do not have to comply with those obligations. If we do waive a default by you, we will only do so in writing, and that will not mean that we will automatically waive any later default by you.

These terms are governed by English Law.