Terms of Business

Crystal Legal Services Limited (Company Number 06837474) Gawsworth House, Westmere Drive, Crewe CW1 6XB, are a Claims Management
Company who provide a claims management services in respect of financial mis-selling.

The following terms constitute the Terms of Business for Crystal Legal Services Ltd to provide the services as described below.

1. Interpretation. For the purposes of these Terms of Business

1.1 ‘Company’ ‘We’ ‘Us’ and ‘Our’ are references to Crystal Legal Services Limited (CLS) also trading as Crystal Legal.
1.2 ‘Client’ ‘You’ and ‘Your’ are references to the person to whom our Terms of Business are addressed.
1.3 ‘Compensation’ is defined as the amount paid to the client in respect of redress awarded to You and means the total cash received, or the total
refund offset against any arrears or removed due to tax, or a combination of all.
1.4 ‘Letter of Authority’ means the letter signed and returned by You to Us authorising Us to act as Your representative in respect of Your claim(s).
1.5 ‘Contract’ refers to the obligations between the company and You as set out in these Terms of Business.
1.6 ‘Claim’ refers to a formal complaint brought about by Us on Your behalf against Your Bank.
1.7 ‘Bank’ means the bank, building society, finance provider product supplier, broker/intermediary or credit card or other such company.

2. What we agree to do

2.1 Assess your case and if appropriate, and in your interests, pursue a Claim for the recovery of your losses on your behalf.
2.2 Deal with all areas of your Claim, including correspondence with relevant Banks and/or institutions and all negotiations. It may be
necessary for us to obtain further signed documentation from You to make this possible.
2.3 If needed, we will pursue your claim with the Financial Ombudsman Service (FOS), the Financial Services Compensation Scheme (FSCS) (or
other regulatory body) at no additional cost to you, should You wish Us to do so.
2.4 Inform You of any/all offers of settlement we receive, evaluate them and inform You whether we consider You should accept or reject the
2.5 Always act in Your best interests when pursuing Your claim and achieving for You the best results realistically obtainable.
2.6 If the recovered amount is paid directly to Us then We will deposit the payment in Our client account, we will deduct Our agreed fee and
forward the rest of the amount awarded to You as per 5.1. If the payment is made directly to You we will forward an invoice to You for
Our fees for payment.
2.7 You have been advised that You are able to bring this Claim(s) Yourself and have been made aware of the Financial Ombudsman Service (FOS)
and that other legal options may exist.

3. Obligations of the Client. You agree to:

3.1 Promptly supply Us with any and all documentation and supporting information, as reasonably requested by Us to progress Your Claim.
3.2 Ensure that any information supplied to Us will be accurate and not deliberately misleading.
3.3 Inform Us promptly should You receive any communication from Your Bank including when You receive Compensation payments for Claims
made by Us on Your behalf.
3.4 If payment is made directly to You by Your Bank You pay Us Our fee within 7 days of receipt of payment.
3.5 You authorise Us to refer Your Claim to the FOS or FSCS if we believe it is in your interests to do so, should You wish Us to do so.
3.6 You agree not to accept any offer of Compensation from Your Bank in relation to a Claim brought about by Us without first sharing that offer
with Us.
3.7 You authorise and request Us to investigate all finance agreements You may have had for financial mis-selling if we believe it to be in Your
interests. You may request Us not to investigate claims should You wish Us not to.
3.8 To provide Us with, and ensure that we have the exclusive authority to act for You:
(a) to pursue your claim and (b) to enter into correspondence and negotiations with Your Bank on your behalf.
3.9 Not to remove or cancel from Your Bank Our authority to act for You. If You do so We may treat this as an act of Cancellation under section 7 of
this agreement, which may result in a Cancellation fee being charged.
3.10 Not to instruct another 3rd party to act for you on any Claim you have instructed Us to act for You on.

4. Fees

4.1 We operate on a No Win, No Fee basis, except where the agreement is cancelled by You after 14 days or You fail to fulfil Your obligations set
out in Section 3 of this agreement.
4.2 We will only charge You a fee if We achieve some Compensation award for You.
4.3 Our fee to reclaim mis-sold PPI is 20% plus VAT of any Compensation we achieve for You.
4.4 Our fee to reclaim mis-sold PBA is 30% plus VAT of any Compensation we achieve for You.
4.5 Compensation may be paid to you in cash or used to repay arrears You may have. We will calculate Our fee as follows:

Example 1 – No deduction from Compensation Example 2 -Some deduction from Compensation Example 3 – all Compensation is deducted
Compensation awarded £1000 Compensation awarded £1000 Compensation awarded £1000
Fee 20% = £200
VAT 20% = £40
Total Fee due = £240
Fee 20% = £200
VAT 20% = £40
Total Fee due = £240
Fee 20% = £200
VAT 20% = £40
Our Fee due = £240
Bank deducts £0 Bank deducts £200 Bank deducts £1000
Cash received by You £1000 Cash received by You £800 Cash received by You £0
Fee due from You= £240 Fee due from You = £240 Fee due from You = £240

4.6 In the event that We win Your Claim and You reject an offer of Compensation which We deem reasonable (in accordance with the FCA
and FOS guidelines) then You acknowledge that Our Fee may still be payable and calculated on the value of the offer as per 4.5.

5. Payment of Fee’s

5.1 Where Your Bank makes payment to Us/Our Client Account We will deduct Our fee’s from the Compensation and pay the remaining to You
by cheque within 7 days of funds being cleared in Our account
5.2 Where Your Bank makes payment to You, You agree to pay Our invoice within 7 days of receiving Compensation in Your account.
5.3 We accept payment by cheque and electronic direct bank transfer.

6. Non-payment of Invoice and collection activity

6.1 All invoices must be paid within 7 days of You receiving payment from Your Bank
6.2 Any outstanding balance beyond this date may accrue interest at Barclays Bank base rate plus 6% until payment is made or payment
terms are agreed with Us for payment of the outstanding debt.
6.3 Invoices which remain unpaid after 30 days without agreement may be subject to further cost for telephone calls and invoice reminders and
these may be added to the outstanding debt –
• £10.00 + VAT Second and subsequent written reminder
• £12.00 + VAT Second and subsequent telephone reminder
• £50.00 + VAT Solicitors Letter Before Action (LBA)
6.4 If We are required to take steps to recover the debt (e.g. via County Court, collections agencies or bailiffs) the costs of such recovery action
may be added to the outstanding debt.

7. Cancellation.

7.1 We can cancel this Agreement at any time. There will be no fee payable if We advise You that Your claim is unlikely to succeed,
provided You have fulfilled Your obligations (as laid out in section 3 of this agreement).
7.2 You may cancel the agreement at any time.
7.3 To exercise the right to cancel, you must inform us of your `decision to cancel this contract by a clear statement (e.g. a letter sent by post, fax
or e-mail). You may use the attached cancellation form found on the complaints procedure page of this document, but it is not obligatory.
7.4 We shall have the right, by giving written notice to the Client at anytime, to immediately terminate the contract if:
You are adjudicated bankrupt, enters into a voluntary arrangement with Your creditors or has a receiver appointed under the Mental
Health Act 1983.
7.5 Failure by You to co-operate with reasonable requests by Us during Your Claim (as per Section 3 of this agreement) will be treated as if You
have cancelled this agreement and may incur cancellation costs as persection 8. We will write to You giving 14 days notice of this happening
and allowing You the opportunity to co-operate with Our request.
7.6 If Cancellation takes place once the Bank has made an offer of Compensation, We shall have the right to charge a fee equivalent to
the fee that would be payable if the offer was accepted in accordance with Clause 4.4.
7.7 Should You choose to Cancel Your contract We shall have 5 days from the date We received Your Cancellation request to action and process

8. Effects of cancellation

8.1 If You cancel the agreement within 14 days of Us receiving Your returned agreement then there will be no charge to pay.
8.2 If cancellation is made after the initial 14 day period but before any offer is made by the Bank, We reserve the right to charge a reasonable
fee to cover the costs incurred by Us in performing the services under this contract up to the date of cancellation.
8.3 Our charges where You cancel after the 14 day cooling off period are currently £85.00 + VAT Per Hour: charges are applied on a time served
basis. Any Cancellation fee we issue shall have a breakdown of the cancellation fee.


9.1 We shall only be liable for our actions and performance in carrying out the services described under this agreement. Specifically, We are not
liable for the performance of the Bank, FCA, FOS or FSCS and other such 3rd parties.
9.2 We shall perform the services as described in Section 2 with reasonable endeavours. We cannot guarantee that You will win Your

10. How we use your information

10.1 We collect information about you to process your claim, manage your case and to contact you by email, phone, letter and SMS about Crystal Legal Services Ltd’s other products and services that we think may be of interest to you.
10.2 We share your personal information with financial institutions, named financial partners, ombudsman services and third-party suppliers to administer your case. We will only do this once we have informed you and you have given express consent to do so.
10.3 As “data controllers”, we use third-party suppliers (“data processors”) to administer your account such as printing documents or sending text messages. They do not have access to your data nor do they keep any data once the service has been provided.
10.4 You have the right to request a copy of the information that we hold about you. If you would like a copy of some or all of your personal information, please email datacontroller@crystallegal.com or write to us at Crystal Legal Services Ltd., Gawsworth House, Westmere Drive, Crewe, CW1 6XB.
10.5 You have the right to request that we erase the personally identifiable information that we hold about you (“Right to be forgotten”). If you would like to request this, please write to us at Crystal Legal Services Ltd., Gawsworth House, Westmere Drive, Crewe, CW1 6XB, or email datacontroller@crystallegal.com
10.6 For further information on how your information is used and how we store your data, view our privacy policy online at

11. Liability

11.1 Nothing in the contract shall exclude or limit Our liability for (i) fraud, (ii)death or personal injury caused by its breach of duty, (iii) any breach of
the obligations implied by s.12 Sale of Goods Act 1979 or s.2 Supply of Goods and Services Act 1982 or (iv) any other liability which cannot be
excluded or limited by applicable law.
11.2 Before We are able to evaluate Your claim, We are required to hold and process information about You.
11.3 We are not legal or financial advisers, and as such none of Our employees may give clients financial or legal advice at any time, either verbally or in
11.4 Should a Bank deem it necessary to close an account of a client We accept no liability, consequential loss or other result of the account closure.

12. Things outside of our control

12.1 Sometimes things happen which affect Our ability to provide the Service Should this happen we will not be liable for those things. We will notify
You of any circumstances beyond Our control which prevent us performing the Services of this Agreement.
12.2 All audited agreements are based on information supplied by You or third parties: We accept no responsibility for the accuracy of information
provided or received from You or third parties.

13. Law and Disputes.

13.1 The contract and Your relationship with us shall be governed by the Laws of England and Wales and the exclusive jurisdiction of English Courts.
13.2 We have supplied You with a copy of Our complaints procedure which is also available online here www.crystallegal.com/complaints

PPI Version 11: 02/07/18 (No Win No Fee Agreement)




my children
purchase a home

latest news

The Crystal Team raise over £12,000 for Charity in 2018

2018 has been an amazing year at Crystal Legal Services. Not only have we managed to reclaim over £20m for our customers, but we have smashed our fundraising target, raising [...]

read more

meet tony

We do things differently. We don’t hide behind cartoon characters. We are real people you can talk to. This is Tony. He is the boss.