i. Upon our receipt of the completed Questionnaire(s) we will forward a request for information to the Lender(s) and/or Broker(s), (if known) as required to obtain and collate relevant documentation.
ii. Upon receipt of this documentation we will seek to establish whether there is a viable claim.
iii. If we believe that there is a viable claim, then we will instigate a complaint on your behalf with the Lender/Broker(s) responsible for the alleged claim(s). The complainant(s) will be handled within the internal complaints procedure of the Lender/Broker(s) which is governed by the Dispute Resolution Rules as specified by the Financial Conduct Authority (FCA).
iv. We will pursue complaints through such procedures until a decision is received from the Lender/Broker(s) if we believe it to be worthwhile it will be referred to the FOS to act as an arbitrator in any dispute arising from the decision, where the jurisdiction applies.
v. If the Lender/Broker is no longer in business, we will instigate a complaint on your behalf with The Financial Services Compensation Scheme (FSCS).
vi. We may refer your case to one of our panel of solicitors, who will pay us a fee. If this is done, your agreement with us will end, and you will take out a new agreement with the firm of solicitors. We will inform you that we intend to do this, and also the details of who we will be referring your case to. You should be aware that if a solicitor recommends litigation, that there are risks associated with litigation, and that you may have to appear in court.