Payment Protection Refunds
Payment Protection Refunds.co.uk is a trading name of Bank Charge Refunds Ltd. We are Regulated by The Ministry of Justice in respect of regulated claims management activities. (authorisation number CRM3455)
Payment Protection Refunds endeavour to process all Payment Protection refund claims within a reasonable time and the company is committed to extremely high levels of customer services.
If you wish to make a complaint please read the following complaints procedure as laid out below.

All complaints should be addressed to Payment Protection Refunds.

The General Manager
Regus Building,
5300 Lakeside,
Cheadle Royal Business Park,
Cheshire,
SK8 3GP

Complaints handling procedure.
1. Complaints may be made in writing, via e mail, by letter or by telephone in respect of any claims management service that we have provided and that is regulated under The Compensation Act 2006.
2. We reserve the right to decline a complaint that is made more than six months after you became aware of the cause for complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time that we are prepared to consider.
3. We will send you a written or electronic acknowledgement of a complaint within 5 working days of receipt, identifying the person who will be handling the complaint for the business. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within 4 Weeks of receiving a complaint, we will send you either:

1. a final response which adequately addresses the complaint; or
2. a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Within 8 Weeks of receiving a complaint we will send you either:

1. a final response which adequately addresses the complaint; or
2. a response which;
2.1. explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating how we expect to be able to provide a final response; and
2.2. Informs you that you may refer the handling of the complaint to the Claims Management Regulator if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.

A copy of our Complaints Procedure will be provided on request.

If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

Claims Management Regulator
57-60 High Street
Burton on Trent
Staffordshire
DE14 1JS
info@claimsregulation.gov.uk
Tel: 0845 4506858

The regulator can review the handling of the complaint and can give a direction on further handling of the complaint. However, he cannot determine a complaint or award compensation.