Richmond Carter Ltd

Company: Richmond Carter Ltd

Registered address: 2nd Floor, 28a Middle Hillgate, Stockport, SK1 3AY

Email: info@richmondcarter.co.uk | Telephone: 0161 507 7692

IMPORTANT:

These Terms cover two services only:

• Schedule A — Mileage Allowance claims (P87 / employment expenses)
• Schedule B — Home Responsibilities Protection (HRP) / State Pension underpayment work

If anything in a Schedule conflicts with the General Terms, the Schedule takes priority for that service.

1. DEFINITIONS

We / Us / Our: Richmond Carter Ltd.

You / Your: The individual who instructs us using our website, by phone, or in writing.

Claim: Your instruction for us to assess, prepare, submit and manage either:
(a) a Mileage Allowance claim (Schedule A); or
(b) HRP / State Pension underpayment work (Schedule B).

Services: The work we perform to progress your Claim, including completing forms, preparing supporting packs, and corresponding with HMRC and/or DWP where relevant.

Success Fee: Our fee if a successful outcome is achieved, as set out in the relevant Schedule (and for HRP, also in the Conditional Fee Agreement (CFA)).

Cooling-off period: 14 calendar days from the date you enter into this agreement (and/or any service agreement you sign), as described in Section 9.

2. YOUR AUTHORITY & RESPONSIBILITIES

By submitting your application and/or instructing us, you:

2.1 Authorise Richmond Carter Ltd to act on your behalf in dealing with HMRC (and DWP, where relevant to your HRP work).
2.2 Confirm all information provided is accurate and complete to the best of your knowledge.
2.3 Agree to respond promptly to reasonable requests for information or evidence. Delays in responding may delay your Claim.
2.4 Understand you can submit claims directly to HMRC and/or DWP without using an agent, but you choose to appoint us.
2.5 Understand that outcomes are determined by HMRC/DWP, not by us, and we cannot guarantee success or any payment.

3. OUR SERVICES

We will:

3.1 Ask questions tailored to your circumstances and use your answers to populate the relevant claim forms and supporting documents. Where we ask you to sign a document, you will be shown the document with your personal details populated before you sign (electronic or wet signature).
3.2 Provide you with a full copy of the completed documentation pack for your review before submission, including (as applicable):
- • Mileage: HMRC Form 64-8, P87, and your Travel Log;
- • HRP: your signed DWP Letter of Authority (LoA), your signed Conditional Fee Agreement (CFA), your signed HMRC Form 64-8, any signed National Insurance Statement of Account (SoA) request/consent documents (where required), any supporting documents prepared for your HRP submission, and (where applicable) a copy of your signed CF411 once it has been prepared, signed by you and submitted.
3.3 Contact you for clarification if needed and may:
- • place the Claim on hold,
- • remove unsupported items, or
- • cancel invalid or suspicious Claims.
3.4 Work to reasonable timescales. Submission timing depends on you providing the required information and evidence and on HMRC/DWP processing times.

4. PROCESSING TIMES (GENERAL)

4.1 Standard target (once we have what we need): We aim to prepare and submit a complete pack within 14 working days of receiving all information and supporting documents required for your Claim.
4.2 HRP (review and preparation): We will aim to review the information you provide within 7 days of your submission. If, after reviewing and vetting your information, we believe your case is potentially eligible, we will notify you by email and proceed with the steps needed to prepare your HRP submission pack. Where you have signed key documents during onboarding (including your CFA, HMRC Form 64-8, DWP LoA and, where required, any SoA request/consent), we will email you copies for your records. If a CF411 is required, this will be completed after eligibility checks; you will be asked to sign the populated CF411 at that stage before it is submitted, and we will send you a copy once submitted.
Record-gathering: HRP work can take longer at the second (preparation) stage if we need to obtain or review National Insurance and/or pension history before finalising your pack. In those cases, the overall preparation period will take longer (in some cases up to around 6–8 weeks) before we can issue a CF411 for your signature (where applicable) and make any submission to HMRC/DWP.
4.3 After submission: HMRC/DWP timescales are outside our control and can vary significantly.

5. FEES & VAT (OVERVIEW)

5.1 No Win, No Fee: If there is no refund/arrears paid, no Success Fee is payable.
5.2 Your fee depends on which service you use:
- • Mileage (Schedule A): 40% + VAT, subject to a £25 minimum (inc. VAT). VAT is currently 20% (so the total is currently 48%).
- • HRP (Schedule B): 30% + VAT (VAT currently 20% on our 30% fee; in practice, this means the total you pay is 36% of arrears received at today’s VAT rate).
5.3 VAT is charged at the prevailing rate. If the VAT rate changes, the total payable will change accordingly.

6. SERVICE UPDATES AND COMMUNICATIONS

6.1 We may contact you by email, phone, and (where needed) SMS for service-related updates, evidence requests, identity verification, and fee/invoice communications.
6.2 We may still contact you for service updates even if you opt out of marketing communications.

7. DISCLAIMER / LIMITATIONS

7.1 We are not responsible for:
- • inaccurate or misleading information you provide,
- • delays caused by missing/incorrect information,
- • delays caused by third-party communication issues,
- • HMRC/DWP backlogs or internal processing,
- • HMRC/DWP offsets/deductions applied before payment.
7.2 If HMRC/DWP later reclaims a repayment/award, our fee position will be determined under the relevant Schedule and the work already performed.

8. IDENTITY CHECKS (WHERE REQUIRED)

8.1 To protect customers and comply with legal obligations, we may request identity verification (including ID, proof of address and bank details) where relevant, particularly before releasing nominee payments (Mileage) or where required for compliance reasons.
8.2 If required verification is not provided, we may be unable to release funds or proceed.

9. CANCELLATION & COOLING-OFF

9.1 Right to cancel (Cooling-off): You have the right to cancel within 14 days of entering into this agreement, without giving any reason.
9.2 After the cooling-off period: You may cancel at any time. However, if a successful outcome has already been achieved as a result of work we performed (for example, a refund/arrears is later paid), the Success Fee may still be payable under the relevant Schedule.
9.3 How to cancel: Email info@richmondcarter.co.uk or write to the address above.

10. COMPLAINTS PROCESS

10.1 If you wish to complain, please contact:
Senior Manager (Complaints)
Richmond Carter Ltd, 2nd Floor, 28a Middle Hillgate, Stockport, SK1 3AY
Email: complaints@richmondcarter.co.uk
10.2 We aim to acknowledge complaints within 5 working days and provide a full written response within 21 working days.

11. DATA PROTECTION & MARKETING (SUMMARY)

11.1 We comply with UK GDPR and the Data Protection Act 2018. Full details are in our Privacy Policy.
11.2 We may process and share your information with service providers where needed to deliver the Services and for compliance purposes.
11.3 Marketing (if applicable): We may share your contact details with our marketing partner, Tyler Hampshire Ltd (Tyler Media), to send you useful financial updates, claims information, and other offers.
11.4 You may opt out of marketing communications at any time by:
- • clicking “unsubscribe” in any marketing email; or
- • emailing dpo@richmondcarter.co.uk or unsubscribe@tylerhampshire.uk; or
- • contacting us directly.
11.5 Opting out of marketing does not affect service communications (Section 6).

12. FORCE MAJEURE

We are not liable for failure or delay due to events outside our reasonable control (including government restrictions, outages, strikes, or emergencies).

13. NOTICES

We may send important notices via email or SMS to the contact details you provide. You are responsible for keeping your contact details up to date.

14. GOVERNING LAW & JURISDICTION

These Terms are governed by the laws of England and Wales, and you agree to the exclusive jurisdiction of the English courts.

15. VERSION CONTROL

The latest version of these Terms will always be published on our website.

SCHEDULE A — MILEAGE ALLOWANCE CLAIMS (P87 / EMPLOYMENT EXPENSES)

A1. WHAT THIS SERVICE IS

We help you assess and submit a Mileage Allowance claim (and related employment expenses) to HMRC, typically using HMRC form P87 and supporting evidence such as a Travel Log.

A2. DOCUMENTS YOU WILL RECEIVE

Before submission, you will receive a full copy of your completed Mileage submission pack, which typically includes:

• HMRC Form 64-8,
• HMRC Form P87,
• your Travel Log (based on information you provided), and
• any supporting summary/covering documents prepared for your claim.

A3. NOMINEE (MILEAGE ONLY)

A3.1 For Mileage claims, you appoint Richmond Carter Ltd as your nominee to receive any HMRC repayment/award for the Mileage claim, where the process uses nominee repayment.
A3.2 If HMRC pays you directly instead of paying us as nominee, the fee terms in A5 apply.

A4. FEES (MILEAGE)

A4.1 No Win, No Fee: If no refund is received, no fee is payable.
A4.2 Success Fee: 40% + VAT of the total refund received. VAT is currently 20% (so the total is currently 48%).
A4.3 Minimum fee: £25 (including VAT). If the refund is below the minimum fee, we retain the full amount.

A5. PAYMENT HANDLING (MILEAGE)

A5.1 Where HMRC pays us as nominee:
- • We will calculate our Success Fee and VAT and provide you with a clear breakdown.
- • Before releasing any refund to you, you must provide ID, proof of address, and bank details.
- • We will then pay you the remaining balance.
A5.2 Where HMRC pays you directly:
- • We will issue an invoice for our Success Fee and VAT, with a clear breakdown, and you agree to pay it promptly in line with the fee terms above.

A6. CONTACT ATTEMPTS / UNCLAIMED FUNDS

A6.1 If we hold funds for you (for example, because we cannot verify details or cannot reach you), we will attempt to contact you after:
- • 48 hours,
- • 14 days,
- • 1 month,
and we may continue attempts for up to 12 months.
A6.2 After reasonable attempts and a reasonable period, unclaimed funds may be donated to charity.
A6.3 If you contact us later, we will assist you in recovering the amount where possible.

A7. RE-ISSUE / RE-SEND FEES

A £19.99 reissue fee may apply if a payment needs to be re-sent (unless the need to re-send is due to our error).

A8. LIMITATIONS (MILEAGE)

HMRC may request further evidence, may amend the claim, or may reject parts/all of the claim. We are not liable for HMRC’s decisions.

SCHEDULE B — HRP / STATE PENSION UNDERPAYMENT WORK

(Home Responsibilities Protection and NI Record Correction)

B1. WHAT THIS SERVICE IS

HRP work involves correcting gaps/issues in your National Insurance record caused by caring responsibilities (typically between 1978 and 2010) which may affect your State Pension entitlement. Where a correction leads to backdated arrears, DWP will pay arrears directly to you.

B2. IMPORTANT: HOW PAYMENTS ARE MADE (HRP)

If arrears are due following HRP corrections, DWP pays any State Pension and/or Pension Credit arrears directly to you. We do not receive HRP arrears as nominee.

B3. DOCUMENTS YOU WILL RECEIVE

Before submission, you will receive a copy of your completed HRP pack for your records, which may include:

• your signed Conditional Fee Agreement (CFA),
• your signed DWP Letter of Authority (LoA),
• your signed HMRC Form 64-8,
• any signed National Insurance Statement of Account (SoA) request/consent documents (where required),
• any consent/request forms limited to relevant years (where needed),
• supporting letters or evidence summaries prepared for your HRP submission.

B4. FEES (HRP) — ARREARS ONLY

B4.1 No Win, No Fee: If no arrears are paid, no fee is payable.
B4.2 Success Fee (arrears only): Our Success Fee is 30% plus VAT at the standard rate (currently 20%). VAT is charged on our 30% fee. In practice, this means the total you pay is 36% of the arrears you actually receive at today’s VAT rate.
B4.3 We never charge a fee on ongoing increases to your State Pension or ongoing Pension Credit/benefits.

B5. HOW THE HRP FEE IS CALCULATED

B5.1 Net-of-deductions (set-off): We calculate our fee based on the net arrears you actually receive, after any deductions DWP may make to recover a debt (sometimes called a “set-off”).
B5.2 We will provide a clear invoice and a breakdown showing how the fee was calculated.

B6. PAYING OUR SUCCESS FEE (HRP)

B6.1 If you receive arrears paid to you by DWP following an HRP correction, you agree to pay our Success Fee within 14 days of receipt.
B6.2 To help us calculate the fee accurately, you agree to tell us as soon as reasonably possible (and where you can, within 14 days) when you receive arrears and to provide a copy of the DWP arrears breakdown letter / award notice (or other reasonable evidence) showing the amount paid to you and any deductions.
B6.3 If you are unable to provide the breakdown, please contact us and we will agree an alternative way to confirm the amount.

B7. REMINDERS, PAYMENT PLANS, AND ESCALATION (HRP)

B7.1 If the Success Fee is not paid within the stated timeframe, we will send reasonable reminders.
B7.2 If you have questions about the calculation or need more time, contact us promptly — where appropriate we can agree a payment plan.
B7.3 If payment is still not received after reasonable reminders, we will send a final written notice explaining the amount due, how it was calculated, and the next steps.
B7.4 If there is no engagement after the final written notice, we may take formal steps to recover the outstanding fee as a last resort, always acting fairly and proportionately and taking account of vulnerability.

B8. PRIOR PROCESSING

If HMRC or DWP was already processing your case or reviewing your record before you instructed us, our fee may still apply if arrears are paid during or after our involvement and our work has materially contributed to progressing or concluding the matter.

B9. DISPUTES ABOUT FEES

Any disputes over fees must be submitted in writing within 28 days of the date of our invoice or fee summary. We will review any dispute fairly and may, at our discretion, reduce or waive part of the fee where appropriate.

B10. NATIONAL INSURANCE STATEMENTS OF ACCOUNT (WHERE NEEDED)

In some cases, we may need to request National Insurance information for specific tax years relevant to your circumstances. If this is needed, we will explain what is being requested and why, and any request will be limited to those relevant years. Where a signed request/consent is required, we will present you with a version that specifies the relevant years (not a blank request) for your signature.

B11. SIGNATURE OPTIONS (ELECTRONIC OR WET SIGNATURE)

B11.1 We typically use electronic signature for HRP-related documents. Where we ask you to sign a document electronically, you will be shown the document with your personal details populated before you sign.
B11.2 If you prefer paper documents and wet signature, we can provide a paper signing option. Any paper documents we send for signature will be pre-populated with your relevant details (so you are not signing blank/draft forms), and you would sign each document that requires signature before we make any submission.

B12. ESTIMATES

Any online estimates, calculators, or examples are illustrative only. Actual outcomes depend on HMRC/DWP records and decisions.

B13. CANCELLATION (HRP)

B13.1 You can cancel within the 14-day cooling-off period without charge.
B13.2 After the cooling-off period, you may cancel at any time; however, if a successful outcome (arrears) has already been achieved as a result of work performed, the Success Fee remains payable.

Terms & Conditions