Terms of Engagement
These standard terms govern the claims-management work Redress Advisory carries out on your behalf for a complaint to a still-trading firm, an Ombudsman escalation, or a Financial Services Compensation Scheme pension claim.
1. Who we are
Redress Advisory ("we", "us", "our") is a claims management company. We assess your potential claim, prepare and quality-control the evidence pack, correspond with the relevant parties, and manage the claim route that applies to your case.
For Routes 1, 2 and 3, you engage Redress Advisory directly to carry out the claims-management work on a no-win, no-fee basis. If your case is later assessed as Route 4 civil liability, that is handled under a separate process and separate documentation before any solicitor is instructed.
2. What we will do
Under these Platform Terms, Redress Advisory will:
- Carry out a free indicative assessment of your potential claim.
- Request supporting information from your former pension scheme, product providers and previous adviser firm under your Letter of Authority.
- Build and quality-control the evidence pack (transfer values, advice file, scheme data, loss workings).
- Prepare and submit the complaint or claim pack to the appropriate party for Routes 1, 2 and 3.
- Keep you updated on progress and act as your single point of contact.
We do not conduct litigation or provide legal advice. Route 4 civil-liability cases are explained separately if that route applies.
3. Our fees — capped no-win-no-fee
Success fee: between 15% and 30% of any award depending on band, inclusive of VAT. The lower of the band percentage or the band cap applies.
No win, no fee. If your claim is unsuccessful, you will not pay us anything.
| Band | Redress amount | % cap (incl. VAT) | £ cap (incl. VAT) |
|---|---|---|---|
| 1 | Up to £1,499 | 30% | £420 |
| 2 | £1,500 – £9,999 | 28% | £2,500 |
| 3 | £10,000 – £24,999 | 25% | £5,000 |
| 4 | £25,000 – £49,999 | 20% | £7,500 |
| 5 | £50,000 and over | 15% | £10,000 |
The lower of the band percentage or the band cap applies. Figures are inclusive of VAT. No win, no fee.
- The fee is calculated on the gross redress amount awarded by the firm, Ombudsman or FSCS, then capped at the applicable band ceiling inclusive of VAT.
- Where redress is paid as a lump sum, our fee is deducted from the settlement before it is paid to you. Where redress is paid into a pension, we will invoice you separately for the equivalent amount.
- The fee is inclusive of VAT and covers Redress Advisory's claims-management work on Routes 1, 2 and 3.
- There are no upfront fees, application fees or hourly charges.
3a. Route 4 civil-liability cases
Route 4 is different. If your case is assessed as civil liability, Redress Advisory prepares the claim file and explains the separate handover process before any independent solicitor is introduced. Route 4 fees and terms are not part of this Routes 1–3 no-win-no-fee fee table.
4. Worked example
If you receive £55,000 of redress, the applicable band is 15% / £10,000 cap inclusive of VAT. The lower of the two applies, so our fee would be £8,250 inclusive of VAT and you would receive £46,750 net. Figures are illustrative only.
5. Your right to claim without us
You do not have to use a claims management company or a legal representative at all. You can complain directly to the firm, submit a claim to the FSCS directly free of charge at www.fscs.org.uk, and refer complaints to the Financial Ombudsman Service free of charge at www.financial-ombudsman.org.uk. By engaging Redress Advisory, you are choosing to pay the capped success fee described above in exchange for having your case prepared, coordinated and managed for you on a no-win-no-fee basis.
6. Cancelling this agreement
- You may cancel within 14 days of signing without charge or reason ("cooling‑off period").
- After 14 days you may still cancel at any time before redress is offered, again without charge.
- If you cancel after a redress offer has been made (whether you accept it or not), our success fee remains payable on the offered amount.
- Cancellation must be sent in writing to claims@redressadvisory.com.
7. Your responsibilities
- Provide accurate and complete information to the best of your knowledge.
- Forward any correspondence you receive from the FSCS, your former adviser, scheme or provider to us promptly.
- Do not pursue the same claim through another representative while this agreement is in force.
8. Data protection
Redress Advisory processes your personal data to assess your potential claim, build the evidence pack and manage your claim route, in line with UK GDPR. We share information only with: (i) your pension scheme, product provider and former adviser firm under your Letter of Authority; (ii) the FSCS, the FOS and other relevant regulators or dispute-resolution bodies where applicable; (iii) an independent solicitor only if your case is separately assessed as Route 4 and you authorise that handover; and (iv) our own professional advisers. You may request access, correction or deletion of the data Redress Advisory holds at any time by emailing claims@redressadvisory.com.
9. Complaints
If you are unhappy with our service, please email claims@redressadvisory.com. If we cannot resolve your complaint, you may refer it to the Financial Ombudsman Service.
10. Governing law
These terms are governed by the laws of England and Wales.