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PBA Terms & Conditions


I/we hereby appoint Creditline Financial Limited (CLF) to act on my/our behalf as my/our sole representative in respect of my/our Packaged Bank Account (PBA) investigation. CLF will undertake a data subject access request (or similar) to investigate whether a PBA fee has/is being charged to my bank account. If CFL receives notice from my/our lender(s) that confirms a PBA on CFL will submit a claim to the lender based on the information you have provided. Lenders/Banks have 30 days in which to respond to our initial request and then a further 8 weeks in which to respond to your claim from the date received. If we have not received an acknowledgement to the claim or a response within the above time scales we will contact the organisation to request the information is forwarded immediately. Once an offer is made, we will discuss this with you and explain how the compensation will be paid to you and how you can pay our invoice. If you receive any communication directly from the Lender/Bank it is your responsibility to inform us as soon as you receive any verbal or written contact. If your claim is rejected, we will discuss this with you and if appropriate forward your complaint to the Financial Ombudsman Service (FOS), (or other relevant Ombudsman/alternative dispute resolution service if applicable) for them to adjudicate your claim. You are entitled to use the FOS, Financial Services Compensation Scheme or any other alternative dispute resolution scheme directly and free of charge. If you choose to use our services, we will ask you to fully complete our claims pack and provide any supporting documents relating to your accounts that you have in your possession. You can call, email, write or use the online tracking system on our website www.creditline to check the progress of your claim. I/We acknowledge that by signing these Terms & Conditions I/We am/are not obliged to use Creditline Financial Ltd in pursuance of any PBA claim. I/We am/are aware that I/We can pursue my/our own PBA claims or engage an alternative claims company. If I/We engage CFL to pursue compensation for a mis-sold PBA on my/our behalf I/We accept the below Terms & Conditions. We do not guarantee to find all PBA fees you may have been sold but will make reasonable enquiries based on the information you provide to us.



Creditline Financial Limited have the right to cancel this agreement at any time and no fee will be payable by you if there are no grounds for a complaint or that your claim is unlikely to succeed. The client has a right to cancel the contract within 14 days of signing without any charge. Cancellation of this agreement can be given in writing, by email or by phone. The client has the right to terminate the agreement at any time; however, we reserve the right to charge £25.00 per hour for the work undertaken on your behalf, should you wish to use another claims management company or pursue the claim directly with the bank/lender. There are no cancellation rights after an offer has been made, unless you reject the amount offered by the Bank/Lender.



The law applicable to this contract shall be English law and the parties consent to the jurisdiction of the English courts in all matters affecting this contract. Services provided to the Company may include commencement of legal proceeding to recover compensation, but this is not applicable in every case. The Company makes no representation or warranty to the Client that compensation will be obtained or is in any way guaranteed. The Company reserves the right at any time, at its sole discretion, not to pursue a claim for compensation and will notify the client in writing.



Creditline Financial will endeavour to recover all monies owed and undertake to forward any payment from our bank to the client within 7 days from the date received, subject to the agreed fee of 39.6% (33% + VAT) of the amount recovered. Should you receive compensation payment direct, payment of our fee should be paid to us within 7 days of you receiving the monies, in the event the Company takes steps to recover any service charges due and unpaid by the Client, a recovery fee of £150 will be charged. The attached example 'Transparency of Fees' should be read carefully and explains how your compensation may be calculated. In some instances, compensation may be offset against outstanding arrears depending on a client’s individual situation and this is explained in more detail in the Transparency of Fees document. Creditline Financial Limited will not charge any upfront fees, and unless we are successful in obtaining your claim, you will not be charged.



If at any point you become unhappy with the service, we provide to you or you have concerns about your bill then you should inform us immediately so that we can do our best to resolve the problem for you. We have a procedure in place which details how we handle complaints which is available at A copy is also available on request. We have eight weeks to provide you with a final response to your complaint.

Should you be unsatisfied with our final response, or if we have not resolved your complaint after 8 weeks you can have your complaint looked at by the Claims Management Ombudsman.

The Claims Management Ombudsman can investigate complaints up to six years from the date of the problem happening or within 3 years of when you found out you may have reason to complain. If you wish to refer your complaint to the Claims Management Ombudsman, you must do so within 6 months of the date of our final response. If you would like more information about the Claims Management Ombudsman, their contact details are as follows;

Claims Management Ombudsman
Exchange Tower
E14 9SR

Tel: 0800 023 4567



Opening hours
Mon-Friday 8am-8pm
Saturday 9am-1pm
Sunday/Bank Holidays – Closed