Call us on 08455 61 61 61

Terms & Conditions

The Services provided by Real Time Claims (RTC) consist of:

  1. An assessment of your case and potential claim.
  2. Representing your claim for redress from a provider where we believe there is a potentially valid claim.
  3. Negotiating and obtaining an offer of redress for you.
  4. Where necessary and deemed appropriate, pursuing the case through the Financial Ombudsman Service (FOS).
  5. We make no representation or warranty to you that redress will be obtained or is in any way guaranteed

Real Time Claims Service Charge:

  1. We will act for you on a strictly “No Win No Fee” basis. There are no hidden fees. If no redress is recovered, no charge is payable. However, if an offer is made by a lender, which meets FOS guidelines, but which you choose to reject, or if you attempt to cancel after an offer, then our full fee is still due and payable.
  2. We are entitled to receive the agreed percentage (inclusive of VAT where applicable) of redress recovered relating to all accounts with your lenders, no matter if received after the initial settlement, whether the redress was received in whole or part by way of loan/arrears reduction, refund of premiums, and/or in cash. This fee is calculated before any applicable tax payment/deduction for which you are liable (gross amount).

    If the agreed fee is 24% (inclusive of VAT where applicable). (If you started your claims journey before 10/07/2018 the fee as per your T&Cs applies). If the redress we obtain for you is…

    • £1,000, then the fee payable by you to us would be £240 (inclusive of VAT where applicable)
    • £3,000, then the fee payable by you to us would be £720 (inclusive of VAT where applicable)
    • £10,000, then the fee payable by you to us would be £2,400 (inclusive of VAT where applicable)
  3. You are obliged to notify us of any offer of payment made to you by the lender relating to all accounts held. If you independently receive a settlement amount direct from the lender, as a result of a claim made by us on your behalf, which you fail to disclose to us, then you will be obliged to pay our full fee.
  4. RTC will endeavour to recover all redress due and undertake to forward this to you within 7 days of receipt, subject to the agreed fee.
  5. In the event RTC has to take steps to recover any fee due and unpaid by you, an additional recovery fee of £100 will be charged, plus 12% interest on your invoice amount from the date the invoice fell due until the date paid in full.

Important Information:

  1. You understand that you could pursue any complaint against the lender yourself, without the involvement of RTC.
  2. You have a 14 day cooling off period during which you can cancel your contract with us. If at any time during the 14 day cooling off period we obtain an offer of compensation for you, our normal fee will be payable. To cancel your contract with us, either call Customer Services on 08455 616161 or write to us at Real Time Claims Limited, Trafalgar Street, Newcastle upon Tyne, NE1 2LA. If you terminate this agreement after the 14 day cooling off period and prior to an offer of redress, RTC reserves the right to make a reasonable cancellation charge that will reflect the work undertaken by RTC in pursuit of your claim. When a cancellation is requested, we will send you an itemised bill outlining the work RTC have carried out on your behalf.
    Charges will be calculated as follows:
    • For substantiation and referral of Your Claim to the Third Party, we will charge you £60 (inclusive of VAT where applicable).
    • For referral of Your Claim to the FOS, we will charge you £60 (inclusive of VAT where applicable).
    • For any manual communication e.g. an outgoing or incoming call/letter/email to or from either You or the Third Party, we will charge you £40 (inclusive of VAT where applicable).
    • For any automated communication e.g. automated update letters or text messages to you, we will charge you £10 (inclusive of VAT where applicable).
  3. If you are unhappy with our service at any stage, please contact Customer Services in the first instance. If you are still unhappy, please refer to our website at for further information on how to escalate your complaint or email us at
  4. You have the right to seek further advice regarding your contract with us and compare our services with other claims management companies.
  5. Please refer to our website for more information about PPI, our company, the Financial Ombudsman Service (FOS)
  6. By signing this Terms of Business you are authorising us to carry out a credit search on your behalf using your Personal Data in order to retrieve required information (e.g. account numbers and start dates) on all current and historical accounts you may have.
  7. You accept that a PPI policy may be cancelled by the lender, as a result of a PPI complaint
  8. You give us permission to investigate all accounts with your lenders and you give us authority to pass on to and receive from any lenders, any information, including your Personal Data and you agree to be invoiced a fee for all redress received on these accounts.
  9. By signing this agreement you are confirming that you are not in arrears and are not and have never been declared insolvent, either by way of Bankruptcy Order/Debt Relief Order.
  10. This agreement may be assigned or otherwise transferred or varied by us and our successors and assigns by giving you notice via written or electronic communication (Inc. Email and SMS). In addition, the benefit of any or all of our rights under or relating to this agreement may be assigned to any of our affiliates, funders, investors or any other third party, without prior notice to you.
  11. We, and each of our successors and assigns, may share any information you provide to us including your Personal Data with our sub-contractors, affiliates and/or any replacement provider of claims management services, for the purpose of processing your claim and with our funders and investors for verification, compliance and monitoring purposes.
  12. You agree to receive information, from time to time, about products and services, from other companies in our Network, which we feel may be of interest.

Our Website:

Welcome to our website. If you continue to browse and use this website, you are agreeing to comply with and be bound by the following terms and conditions of use, which together with our privacy policy govern Real Time Claims’ relationship with you in relation to this website. If you disagree with any part of these terms and conditions, please do not use our website.

The term 'Real Time Claims Ltd' or 'us' or 'we' refers to the owner of the website whose registered office is Generator Studios, Trafalgar Street, Newcastle Upon Tyne, NE1 2LA. Our company registration number is 06114275. The term 'you' refers to the user or viewer of our website.

The use of this website is subject to the following terms of use:

  • The content of the pages of this website is for your general information and use only. It is subject to change without notice.
  • This website uses cookies to monitor browsing preferences. If you do allow cookies to be used, the following personal information may be stored by us for use by third parties: Name, address, date of birth and contact details.
  • Neither we nor any third parties provide any warranty or guarantee as to the accuracy, timeliness, performance, completeness or suitability of the information and materials found or offered on this website for any particular purpose. You acknowledge that such information and materials may contain inaccuracies or errors and we expressly exclude liability for any such inaccuracies or errors to the fullest extent permitted by law.
  • Your use of any information or materials on this website is entirely at your own risk, for which we shall not be liable. It shall be your own responsibility to ensure that any products, services or information available through this website meet your specific requirements.
  • This website contains material which is owned by or licensed to us. This material includes, but is not limited to, the design, layout, look, appearance and graphics. Reproduction is prohibited other than in accordance with the copyright notice, which forms part of these terms and conditions.
  • All trade marks reproduced in this website which are not the property of, or licensed to, the operator are acknowledged on the website.
  • Unauthorised use of this website may give rise to a claim for damages and/or be a criminal offence.
  • From time to time this website may also include links to other websites. These links are provided for your convenience to provide further information. They do not signify that we endorse the website(s). We have no responsibility for the content of the linked website(s).
  • Your use of this website and any dispute arising out of such use of the website is subject to the laws of England, Northern Ireland, Scotland and Wales.

Privacy Policy


This privacy policy sets out how Real Time Claims uses and protects any information that you give RTC when you use this website and our services.

Real Time Claims is committed to ensuring that your privacy is protected. By using our website, you may be providing us with some of your personal information, we want to make sure that we do not use your data in a way that you would not expect. Real Time Claims assure you that your personal information will only be used in accordance with this privacy statement and in compliance with the latest privacy regulations (EU GDPR).

Real Time Claims may change this policy in future by updating this page. You should check this page from time to time to ensure that you are happy with any changes. This policy is effective from 25/05/2018

Customer Information We Collect

Information you give to us is called “Customer Data” which is controlled by Real Time Claims Limited. The Customer Data we collect in order to provide our services may include:

  • Your Name
  • Address
  • Contact Number
  • Email Address
  • IP address
  • Date of Birth
  • Banking provider, bank account information, advisor details
  • Other information including information about your health or your personal finances

This list may not include all the information we require when providing our service/s.

The information we ask you for will relate to your specific enquiry and will only consist of the information we need to carry out our service. If you contact us other than via our website, we may keep a record of that correspondence and a copy of call recordings.

If you decide to use one of our claims management services, you will be provided with a Terms of Engagement along with details of our complaints procedure and how to cancel our service. You will also be able to access details of any regulator applicable to the service/s we provide. This information is provided before we provide our service to you.

We collect and process personal information from you at various stages of the claims process for reasons including answering your enquiries, ensuring that our website content is presented in the most effective manner for you and your computer, to notify you about changes to our websites, to provide you with specific advice, and to carry out our obligations from any contracts entered between you and us.

Other Information

Real Times Claims may also collect and receive the following information:

  • a) Complaint Information relating to the nature of a complaint or claim such as a lender, investment company, insurer, administrator, Financial Ombudsman Service
  • b) Billing and other information. Customer payment information for processing the collection of a fee along with a billing address retained securely only until the appropriate payment of the fee has been made
  • c) Whenever you visit we may record your IP address, device information such as desktop or mobile etc. and operating systems or software versions and browser type/version
  • d) A password to enable you to log into your dedicated account within our client management system and associate information as and when you access the system
  • e) Third party data. We may also receive information from selected data suppliers, our regulator, Legal Ombudsman, our partners, or others that we use to provide our service/s to you.
  • f) For information relating to Cookies, please see our cookies policy

What we do with your personal information

The information we collect about you is used solely for the purposes for which it was provided. We will only use it for additional purposes such as marketing if we have received specific consent to do so. If you are a client, you can update your communication preferences by emailing We may also use your information to provide and improve our products and services

Allay processes personal data lawfully by obtaining your consent to process your data or by taking steps at your request to enter into a contract with you or to provide you with a contracted Claims Management Service. We access and use Personal Data as reasonably necessary and in accordance with the claims management service we provide and/or the consent that you have provided.

We also use your information for other parts of our service. This includes:

  • a) Researching and analysing trends to better understand how users are using the services and improve to them.
  • b) Communicating with you by responding to your queries or requests.
  • c) Sending service and administrative emails and messages to inform you about changes in our services, and important service related notices.
  • d) Important service related notices such as security and fraud advice. Under current legislation, these notifications are considered compulsory and for your protection, you cannot opt-out of them.
  • e) Sending emails about new product features or other news about Allay. You can opt out of these at any time by emailing to have your preferences updated.
  • f) Billing and account management information to administer accounts and keep track of billing and payments, such as communicating with you for invoicing, account management and similar reasons.
  • g) Carrying out investigations to keep our services secure and to prevent abuse and fraud.

Your Rights

You provide us with details of what we ‘can do’ with your Data and have the right to opt-in and importantly to opt-out by emailing to have your preferences updated.

If you are a client, you can request to see a copy of what personal data we hold relating to you. As a client, you have the following rights:

  • To know that your data is being processed
  • To access your personal data free of charge
  • To data portability
  • To have your information corrected if inaccurate (Including ensuring any third party puts right any inaccuracy)
  • To request that your data be erased
  • To restrict processing
  • To object to processing and;
  • To rights relating to automated decision making
  • There may be times when you contact us to discuss a specific aspect relating to the service/s we provide. You will usually communicate with a member of our team. To provide the most effective service we may share the subject matter of your communication with any of the third parties with whom we need to share information to fulfil our obligation to you. The following are recipients of personal data as part of the claims management process: lenders, investment companies, insurers, administrators, Financial Ombudsman Service, our regulator.
  • Of the data we process, we retain the data for no longer than necessary in accordance with our Legal Basis for Processing Table (please see further down) and maintain a data retention policy. When a data subject contracts with us to provide a claims management service, the data is retained within secure electronic archives as required by law but for no longer than 6 years after the conclusion of the service provided.
  • *Where reasonably practicable access to data is restricted so not to be identifiable unless required by law or is subject to a Subject Access Request.


Real Time Claims recognise the personal nature of the information we collect, process and store. As we are committed to ensuring that your information is secure we have put in place suitable physical, electronic and managerial procedures to prevent loss, unauthorised access, misuse or disclosure and to make sure that your online information is safe and secure. If password access is required for certain parts of our website/application, you are responsible for keeping this password confidential.

Links to other websites

Our website may contain links to other websites of interest. However, once you have used these links to leave our site, you should note that we do not have any control over that other website. Therefore, we cannot be responsible for the protection and privacy of any information which you provide whilst visiting such sites and such sites are not governed by this privacy statement. You should exercise caution and look at the privacy statement applicable to the website in question.

Cookies Policy

A cookie is a small file which asks permission to be placed on your computer's hard drive. Once you agree, the file is added and the cookie helps analyse web traffic or lets you know when you visit a particular site. Cookies allow web applications to respond to you as an individual. The web application can tailor its operations to your needs, likes and dislikes by gathering and remembering information about your preferences.

We use traffic log cookies to identify which pages are being used. This helps us analyse data about webpage traffic and improve our website in order to tailor it to customer needs. We only use this information for statistical analysis purposes and then the data is removed from the system.

Overall, cookies help us provide you with a better website by enabling us to monitor which pages you find useful and which you do not. A cookie in no way gives us access to your computer or any information about you, other than the data you choose to share with us.

You can choose to accept or decline cookies. Most web browsers automatically accept cookies, but you can usually modify your browser setting to decline cookies if you prefer. This may prevent you from taking full advantage of the website.


You may not transfer any of your rights under this privacy policy to any other person. We may transfer our rights under this privacy policy where we reasonably believe your rights will not be affected. If any court or competent authority finds that any provision of this privacy policy (or part of any provision) is invalid, illegal or unenforceable, that provision or part-provision will, to the extent required, be deemed to be deleted, and the validity and enforceability of the other provisions of this privacy policy will not be affected.

Unless otherwise agreed, no delay, act or omission by a party in exercising any right or remedy will be deemed a waiver of that, or any other, right or remedy.

This Agreement will be governed by and interpreted according to the law of England and Wales. All disputes arising under the Agreement will be subject to the exclusive jurisdiction of the English and Welsh courts.


Our use of your data Legal basis for processing
To carry out our contract with you to provide you with the products and services including claims management services, processing payment and where required provide advice Necessary for the performance of our contract with you or to take steps to enter into a contract with you
To advise you of any changes to our services Necessary for the performance of our contract with you or to take steps to enter into a contract with you
To send you marketing information about our services that may be of interest to you You have given your consent for us to contact you
To manage the effectiveness of our online service and to deliver the website service to you You have given your consent for us to contact you
To make recommendations about our products and services You have given your consent for us to contact you
To make sure that the content of our website is presented as effectively as possible Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To create statistical information which will help us manage the services we provide and make improvements to the services Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To monitor our website to make sure it is functioning correctly and to its optimum and to be able to correct any issues to improve the customer journey Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To allow our customers to access the interactive features of the website that facilitate account login to access your claim information Our use of your data is necessary for our legitimate interest of making sure that the services we provide are managed effectively
To protect your personal information when you use our website and our services To protect your data and your identity