How it works

  • Once satisfied that in our opinion your account was mis-sold we will post you our terms and conditions and at the same time email you a copy of the FOS questionnaire you have filled in so review, amend and sign. There will be a free post envelope for you to send this back to us in.
  • Upon receipt of your signed documents, we will write to your Bank or Building society lodging a mis-sold packaged bank account claim. The bank will acknowledge the claim and raise any relevant issues.
  • The Financial Ombudsman Service allows them eight weeks to investigate the complaint and to respond accordingly. The Banks can sometimes take up to Fourteen weeks to investigate these complaints so we may allow the banks extra time. The banks may well try to contact you for extra information, please refer them to us.
  • Upon completion of the Bank’s investigation, if they uphold your complaint and refund the bank charges made plus interest you will then need to pay us the agreed 30% plus VAT once your compensation is paid or credited to you and your claim is concluded.
  • If the Bank or Building Society does not uphold the complaint, we will review their response and decide whether to pursue the case further by submitting a complaint to the Financial Ombudsman Service or close the claim down. If we decide to close the case we will confirm this to you in writing. You will have nothing to pay.
  • If we decide your case is still worth pursuing we will continue the claim on your behalf and send the Financial Ombudsman Service Complaint Form to the Financial Ombudsman. We then need to give them time to respond to your complaint form (depending on their workload) and we will continue to deal with any queries they raise from there.
  • If the complaint to the Financial Ombudsman is upheld and the Bank or Building society agrees to make a refund of bank charges once your compensation is paid or credited to you, you will pay the agreed 30% Plus VAT and your claim is now concluded.
  • If the Financial Ombudsman does not uphold the complaint, we will then consider what further action might be taken on your behalf.
  • If we believe that your claim has no reasonable prospects of success then the case will be closed down. You will have nothing to pay.
  • If we believe that the Financial Ombudsman’s decision is unreasonable then we will seek further advice on your behalf and report back to you.

Fee Examples

  • Our Fee is 30% plus VAT of the total refund made to the client inclusive of any repayment of an outstanding debt that the client may owe the bank.
    Example 1 – If the client was awarded a total refund of £1000 after tax deductions by the bank, our fee would be £360 of which VAT=£60.
    Example 2 – If the client is awarded a total refund of £1000 of which £200 was used to offset arrears/overdraft with the lender, the client would then receive £800 (cash, bank transfer or Cheque). Total award to client £1000, our fee £360 of which VAT= £60.

Important information

  • Kangaroodle is a trading name of The Accident Claimline Limited (TAC), Beaumont House, Auchinleck Way, Aldershot, Hants, GU11 1WT. TAC is regulated by The Claims Management Regulator in respect of regulated claims management activities. Our authorisation number is CRM28108 and full details of our registration are recorded on the website
  • TAC is also regulated for the sale of insurance by the Financial Conduct Authority as an Authorised Representative of Keystone Legal Benefits Limited under authorisation number 313653 and full details of our registration are recorded on the website.
  • TAC’s registered office is Chart House, 2 Effingham Road, Reigate, Surrey, RH2 7JN and our company registration number in England and Wales 07733126.
  • Under Claims Management Regulation Client Specific Rule 11, we must make you aware that you have the right to seek further advice elsewhere if required before committing to using our services. You also have the option to lodge a claim yourself directly with the bank or building society and if required go through the Financial Ombudsman Service South Quay Plaza, 183 Marsh Wall, London E14 9SR. The Financial Ombudsman scheme is a free service.

Cooling off period

  • You have a 14 day cooling off period from the date we receive the signed documents, to cancel your claim at no cost to you. If you wish to cancel within this period you can do so by any clear statement or by writing to Kangaroodle, Beaumont House, Auchinleck Way, Aldershot, Hampshire, GU11 1WT or you can call us on 01252 354410 or email [email protected]
  • If you wish to cancel after the 14 day cooling off period you will be liable to pay us an administration fee of £150+VAT > Download Cancellation Form
  • Provided that our fee (30% plus VAT) is paid with 21 days from when your claim has settled no further charge will be made by us. In the event, however, that you do not pay our fee within this period then the following additional charges will apply:
  • For each letter chasing payment written by us or for each telephone call made by us to the phone advised to us as your contact number (to include for the avoidance of doubt any unanswered calls) £17.50 per item plus VAT at the prevailing rate.
  • The cost of Court Fees incurred seeking recovery of our fee due and charges accrued under (i) above plus statutory interest plus a sum of £75 covering the cost to us of preparing the Court Summons for issue in the County Court.
  • Any fees paid by us to enforce a County Court judgement made against you for recovery of any sums due above.

All complaints, whether written or oral, must be reported to The Director of Operations care Kangaroodle in writing, by telephone, email or in person at the address below. The matter will be investigated impartially and the response will be to you in writing.

If your complaint is against The Director of Operations, then the complaint will then be forwarded to the Director of Insurance of Kangaroodle. Your complaint will be acknowledged in writing or by email within five business days of receipt, giving the name and job title of the individual handling the complaint, a copy of the Company’s formal internal complaints procedure A substantive reply will be provided within eight weeks from receipt of the complaint. The reply will, if appropriate, offer a settlement or final response, which hopefully will be acceptable to the complainant or alternatively, a holding response may be sent, which would explain why it is not yet possible to resolve the complaint and give indication when the company will make further contact. Will also be provided.

Whatever the response, the complainant may refer the handling of the complaint to the Legal Ombudsman if he is dissatisfied with the response or delay. If the decision is made that redressing the situation is appropriate, the Company will provide the complainant with fair compensation for any acts or omissions for which it was responsible and comply with the offer of redress if the complainant accepts.

However, if the complainant rejects the offer of financial redress or an apology, an offer to redo the work or refund a fee, then the complaint needs to be forwarded to the Legal Ombudsman who can be contacted at the following address;

Legal Ombudsman, PO Box 6806, Wolverhampton, WV1 9WJ

Telephone: 0300 555 0333 Email: [email protected]

If the complainant is not happy with the Company’s final or holding response, the complainant has up to six months to bring the complaint to the Legal Ombudsman.