Missing Information

Important information about your recent claim

We value all our clients at ClaimLion Law and thank you for completing and returning your claim pack. Unfortunately, we cannot proceed any further with your claim as your form is incomplete .

Don’t worry, you can simply upload the missing information on our information uploader or email ppitax@claimlionlaw.com

The Text or Email we have sent to you lets you know what information we are missing, and it can be one or all of the following.

Your employment status when you received you PPI settlement
Your Salary/income at the time you received your PPI settlement
Your NI (National Insurance number)

If you’re unsure what information is missing, you can simply just submit all three or contact us at ppitax@claimlionlaw.com and we will let you know.

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Frequently Asked Questions

Why have I not received a Claim Pack

Our Packs are normally sent via an email link and are instant, so please check your spam folder if you have not received an email. If we do not have your email address, then we send the pack in the post.

If you have waited for more than 7 days after asking for a pack in the post, you can either:

email us at ppitax@claimlionlaw.com and we can arrange for your forms to be re-sent to you
or download the Pack from our site.

Are the forms complicated?

Any forms we send to you allow us to act on your behalf and will have most of the necessary information filled in – the most important thing you need to do is simply read, sign and return them to us.

The first thing you will receive from us will be your Letter(s) of Authority. These forms allow us to contact your lender to start the PPI Check process.

If we need more information, we will contact you. We have a dedicated web page for providing further information and will direct you there for quick and easy process. If we need something more bespoke we will email you or call you directly.

Can you help me complete the forms?

Any form we send to you will have most of the information needed. We strongly recommend that if we ask you for information that you provide it to us using our dedicated web page. If on the rare occasion we do ask you to complete the form, then you can ask for help by emailing ppitax@claimlionlaw.com, or speak with us on 020 7112 8616.

What are your fees?

Our fees are 35% + VAT of the total settlement. If we are unsuccessful there will be no charges whatsoever. For more information around fees please see out terms and conditions here

How Long will the process take?

The whole process can take between 8 to 12 weeks. However, should HMRC ask for more information or your submission is made during the end of the financial year (April) then the process can take longer.

I have returned my pack but not heard anything from you?

Once all of the documentation has been returned, the file needs to be checked to confirm that we are in receipt of everything that we need. If anything is missing we will contact you and ask you to provide the necessary information.

How do I know what is going on with my claim?

At every key stage of your complaint we will write to you to notify you what is happening. If we need any information from you during the claim we will ring you to ask for it. We will also use text messages and emails to communicate with you, so it is important that you keep us updated with any changes in your contact details.

Why do you need my National Insurance Number?

In the same way a bank uses a Policy number or account number to identify you, the HMRC uses your National Insurance Number. HMRC will not speak or deal with us unless we are able to provide them with your National Insurance Number. Therefore, unless you can provide us with your National Insurance Number, we will be unable to act on your behalf.

I cannot find my National Insurance Number, can you help?

You can find your National Insurance number on your payslip, P60, or letters about tax, pensions and benefits.

If you are still unable to find your National Insurance Number then you will need to either call HMRC and answer a few simple questions, or Complete a CA5403 form and send it to HMRC. The first option is the fastest, but should you not be able to answer the questions, then a form will need to be sent. We can help you with this.

I have received a letter from HMRC saying my claim has been successful, what do I do?

HMRC sends a letter to you and to us at the same time, so we should receive this letter at the same time. A few days after that we should received a cheque which we need to check the figures match our records and then bank the cheque.

Once the cheque is banked and the money released to us we will send you either a cheque, or make a bank transfer to your nominated account. This process should not take longer than 14 days, but on occasion it can take a little longer. Please be aware that we cannot release money unless you have passed our anti Money Laundering Checks.

Should you received a cheque, we will be notified and we will contact you regarding our fees.

The letter from HMRC states the settlement figure, is this correct?

Part of our investigation is to work out how much we expect the settlement to be. When we received the outcome we check this against our records. You do not need to do anything, we will verify the sum is correct.

When will I get your Invoice?

Our Fees are deducted from your settlement, and when we sent you your cheque you will also receive a breakdown of our fee calculation.

I do not understand your Invoice – What should I do?

We try to keep our billing processes as simple as possible, however, if you do not understand the charges after reading this Information Suite and the literature we have sent previously, please do not hesitate email us at ppitax@claimlionlaw.com or speak with us on 020 7112 8616.

Privacy Policy

1 About Us

ClaimLion Law is a data controller and is committed to protecting your privacy and takes its responsibilities regarding the security of user information very seriously. This privacy statement sets out how ClaimLion Law complies with both UK and European Union data protection requirements. We have structured our website so that you can visit without identifying yourself or revealing any personal information. Once you choose to provide us with any information by which you can be identified, then you can be assured that it will only be used in accordance with this Privacy Notice.

This website and our services are not intended for children and we do not knowingly collect data relating to children.

If you have any queries about the policy, please get in touch with us using legalclaims@claimlionlaw.com or write to us at the address below and we will do our best to answer your questions.

Data Protection Office
ClaimLion Law
Fulton Road
London
HA9 0NU

This privacy policy was last updated on 24th May 2018.

2 What is Personal data?

Under the EU’s General Data Protection Regulation (GDPR) personal data is defined as: “any information relating to an identified or identifiable natural person (‘data subject’); an identifiable natural person is one who can be identified, directly or indirectly, in particular by reference to an identifier such as a name, an identification number, location data, an online identifier or to one or more factors specific to the physical, physiological, genetic, mental, economic, cultural or social identity of that natural person”.

3 How we use your information

This privacy notice tells you how we, ClaimLion Law, will collect and use your personal data for example:

To contact you in response to a specific enquiry,
To provide our products and services that you request from us,
Send you transactional communications via the contact details you have provided to us during our services;
Contact third parties on your behalf, with your specific instruction;
Send you email notifications which you have specifically requested;
To personalise the website for you,
To send you promotional emails and mailings about ClaimLion Law products, services, offers and other things that we think may be relevant to you,
Operate and manage your account and manage any application, agreement or correspondence you may have with us;
Carry out, monitor and analyse our business;
To identify, prevent, detect or tackle fraud, money laundering, terrorism and other crimes,
To contact you via email or telephone for market research reasons
To form a view of you as an individual and to identify, develop or improve products, that may be of interest to you.
For audits, regulatory purposes, legal obligations, and compliance with industry standards
Perform other administrative and operational purposes including the testing of systems
Please note that we will not under any circumstances sell or share your data with third party marketing companies without your consent.

4 Why do we collect and store personal data?

We need to collect personal data in order for us to provide you with a service, to answer enquires about our services and to maintain our records. In any event, we are committed to ensuring that the information we collect, and use is appropriate for this purpose, and does not constitute an invasion of your privacy.

5 Personal data categories we collect

We may collect, use, store and transfer different kinds of personal data about you which we have categorised as follows:

Identity Data

This includes, first name, maiden name, last name, marital status, title, date of birth and gender

Contact Data

This includes, email address and telephone numbers.

Case Data

This includes information relevant to your case such as your employment status and contractual employment cover such as sick pay.

Financial Data

This includes, bank account information and payment details.

Compliance Data

This includes, recorded calls for quality checks and staff training. Such recordings may also be used to help us combat fraud.

Technical Data

This includes, internet protocol (IP) address, browser type and version, time zone setting and location, browser plug-in types and versions, operating system and platform and other technology on the devices you use to access this website.

Usage Data

This includes, information about how you use our website, products and services.

Marketing and Communications Data

This includes, your preferences in receiving marketing from us and your communication preferences.

Aggregated Data

This includes statistical or demographic data for any purpose. Aggregated Data may be derived from your personal data but is not considered personal data in law as this data does not directly or indirectly reveal your identity. For example, we may aggregate your Usage Data to calculate the percentage of users accessing a specific website feature. However, if we combine or connect Aggregated Data with your personal data so that it can directly or indirectly identify you, we treat the combined data as personal data which will be used in accordance with this privacy notice.

Special Categories of Personal Data

This includes health and vulnerability related data that you may voluntarily share with us during the fulfilment of our services to you. We will always ask for your explicit consent to record and share Special Category Data.

6 How we might collect personal data

We use different methods to collect data from and about you as follows:

When you voluntarily provide it to us: –

You may give us your Identity, Contact and Financial Data by filling in forms or by corresponding with us by post, phone, email or otherwise. This includes personal data you provide when you:

apply for our products or services;
request marketing to be sent to you; or
give us some feedback.

Collected automatically: –

As you interact with our website, we may automatically collect Technical Data about your equipment, browsing actions and patterns. We collect this personal data by using cookies, server logs and other similar technologies. We may also receive Technical Data about you if you visit other websites employing our cookies. Please see our cookie policy for further details.

Provided by third parties or publicly available sources: –

We may receive personal data about you from various third parties as set out below:

Technical Data from analytics providers such as Google based outside the EU;
Identity and Contact Data from publicly available sources, including Companies House and the Electoral Register based inside the EU.

7 Processing purpose and our legal basis

We will always have a legal basis for processing personal data and we have methodically assessed our purposes and legal bases.

Our legal basis for processing your information is most commonly in line with our contractual obligations to fulfil the services and products you request from us.

As a Regulated company we are audited and held to high standards for the services and products we offer. Therefore, we may be legally obligated to process personal data during regulatory audits.

In the process of delivering our services, there may be legitimate interests that we pursue, which we have tested to ensure that those interests are balanced, appropriate and we have considered any potential impact on you (both positive and negative) and your rights before we process your personal data for our legitimate interests. We do not use your personal data for activities where our interests are overridden by the impact on you (unless we have your consent or are otherwise required or permitted to by law). If you have any questions about the legal basis for our processing activities, please feel free to get in touch with our Data Protection Office.

8 Recipients of your personal data

During the course of providing the services that you request from us, we may share your information with our processing partners, known as recipients and data processors.

We conduct due diligence with both recipients and data processors around the areas of their data security protocols, data protection policies and we have strict contracts in place that govern how they process your information.

IT Support

We use Backbone Connect Limited for our IT support, infrastructure services and data backups.

Backbone Connect Limited is a company incorporated in England and Wales. Registration number 06537854, having its registered office at 10 Dominion Street, London, EC2M 8EF.

Email Delivery

When emailing our customers with service updates we use Mailchimp to help us with this.

Mailchimp: The Rocket Science Group LLC d/b/a MailChimp, 675 Ponce de Leon Ave, NE, Suite 5000, Atlanta, GA 30308 USA

Data Backups

We securely store call recordings with Pebbletree Limited trading as Soho66.
Pebbletree Limited trading as Soho66, Pebbletree Limited registered in England with the company registration number 05587730 having its registered office at, Suite 1E, Liberty Way, Sunderland, SR6 0QA 3rd Floor

Third parties

Third parties to whom we may choose to sell, transfer, or merge parts of our business or our assets. Alternatively, we may seek to acquire other businesses or merge with them. If a change happens to our business, then the new owners may use your personal data in the same way as set out in this privacy notice.

9 When we may have to disclose your personal data

We may have to disclose your personal data with other third parties as set out below. These organisations or bodies will not use your information to contact you. These third parties will be subject to obligations to process your personal information in compliance with the same safeguards that we deploy.

HM Revenue & Customs

We’re required to disclose certain data with the HMRC.

Solicitors Regulation Authority

We’re regulated by the SRA, so we may have to disclose small amounts of data with them for auditing purposes.

Compliance Consultants

Compliance Consultants and other like services acting as processors, based in the United Kingdom who require reporting of processing activities in certain legal and compliance circumstances.

11 Making sure your data is secure

We have put in place appropriate security measures to prevent your personal data from being accidentally lost, used or accessed in an unauthorised way, altered or disclosed. In addition, we limit access to your personal data to those employees, agents, contractors and other third parties who have a business need to know. They will only process your personal data on our instructions and they are subject to a duty of confidentiality.

We have put in place procedures to deal with any suspected personal data breach and will notify you and any applicable regulator of a breach where we are legally required to do so.

12 How long do we keep data?

We will only retain your personal data for as long as necessary to fulfil the purposes we collected it for, including for the purposes of satisfying any legal, accounting, or reporting requirements.

To determine the appropriate retention period for personal data, we consider the amount, nature, and sensitivity of the personal data, the potential risk of harm from unauthorised use or disclosure of your personal data, the purposes for which we process your personal data and whether we can achieve those purposes through other means, and the applicable legal requirements.

Details of retention periods for different aspects of your personal data are available and you can request more details of that by contacting our Data Protection Office.

By law we have to keep certain information about our customers and this data will be held solely and securely for those legal purposes.

14 Your rights as a data subject

At any point while we are in possession of or processing your personal data, you, the data subject, have the following rights:

Right of access – you have the right to request a copy of the information that we hold about you.
Right of rectification – you have a right to correct data that we hold about you that is inaccurate or incomplete.
Right to be forgotten – in certain circumstances you can ask for the data we hold about you to be erased from our records.
Right to restriction of processing – where certain conditions apply to have a right to restrict the processing.
Right of portability – you have the right to have the data we hold about you transferred to another organisation.
Right to object – you have the right to object to certain types of processing such as direct marketing.
Right to object to automated processing, including profiling – you also have the right to be subject to the legal effects of automated processing or profiling.
Right to judicial review: in the event that ClaimLion Law refuses your request under rights of access, we will provide you with a reason as to why. You have the right to complain and we have provided a specific section on this below.

All of the above requests will be forwarded on should there be a third party involved in the processing of your personal data.

15 Requesting access to my data

ClaimLion Law at your request, can confirm what information we hold about you and how it is processed. If ClaimLion Law does hold personal data about you, you can request the following information:

Identity and the contact details of the person or organisation that has determined how and why to process your data.
Contact details of the data protection officer, where applicable.
The purpose of the processing as well as the legal basis for processing.
If the processing is based on the legitimate interests of ClaimLion Law or a third party, information about those interests.
The categories of personal data collected, stored and processed.
Recipient(s) or categories of recipients that the data is/will be disclosed to.
If we intend to transfer the personal data to a third country or international organisation, information about how we ensure this is done securely. The EU has approved sending personal data to some countries because they meet a minimum standard of data protection. In other cases, we will ensure there are specific measures in place to secure your information.
How long the data will be stored?
Details of your rights to correct, erase, restrict or object to such processing.
Information about your right to withdraw consent at any time.
How to lodge a complaint with the supervisory authority?
Whether the provision of personal data is a statutory or contractual requirement, or a requirement necessary to enter into a contract, as well as whether you are obliged to provide the personal data and the possible consequences of failing to provide such data.
The source of personal data if it wasn’t collected directly from you.
Any details and information of automated decision making, such as profiling, and any meaningful information about the logic involved, as well as the significance and expected consequences of such processing.

What forms of ID will I need to provide in order to access this?

ClaimLion Law accepts copies of the following forms of ID when information on your personal data is requested: Passport, driving licence, birth certificate, utility bill from last 3 months.

Contact details of the Data Protection Officer (DPO):

Data Protection Office
ClaimLion Law
Fulton Road
London
HA9 0NU
Email: legalclaims@claimlionlaw.com
Telephone: 0207 112 8616

16 When things don’t go as planned

In the event that you wish to make a complaint about how your personal data is being processed by ClaimLion Law or third parties, or how your complaint has been handled, you have the right to lodge a complaint directly with the supervisory authority and ClaimLion Law’s data protection representatives Data Protection Officer (DPO).

The details for each of these contacts are:

Supervisory authority contact details

Supervisory authority
ClaimLion Law
Fulton Road
London
HA9 0NU
Email: legalclaims@claimlionlaw.com
Telephone: 0800 599 9993