REFUND & CANCELLATION POLICY
In the event a cancellation is requested.
This Policy explains what we will do in the event that cancellation is requested or is the appropriate course of action and also when a refund is due.
If you feel a payment has been made in error or a refund is due you should contact Vanguard on 0800 019 8383 as quickly as possible.
No information is retained regarding account numbers or debit card numbers with regard to payments received. Details to refund a payment will be requested from the relevant party before being processed.
When is a refund due?
Examples of occurrences when a refund may be due. This list is not exhaustive:
Changes of circumstances where a standing order has not been cancelled by a client when previously advised to
Any payment sent in error
Payment to a third party
How long will your refund take?
Client refunds - Once you have contacted us and provided any necessary supporting information required by the terms of your Individual Voluntary Arrangement (IVA), your request will be processed within 28 days although typically sooner. The reason for the delay is that the Insolvency Practitioner (IP) is solely responsible for all funds held and the IP will need to be satisfied that a refund is the correct course of action according to both yours and the IP’s obligations under the IVA. It is our policy to prioritise any urgent requests so as to not leave any individual in financial difficulty.
Third party invoices – Once we become aware of a third party invoice, the process for a refund will take up to 28 days as documentation will be required to support the refund request, such as copy invoices, documentation in the form of copies of all client engagement documentation and any other documents to ensure the correct course of action is being followed. Once the IP is satisfied that all documentation is in order, payment will be made.
How will we make your payment?
Your payment will be refunded in the same way that you sent the funds to us i.e. if the payment was made by debit card, the funds will be returned to the same debit card and if your payment was sent by standing order, a BACS payment will be made once your bank account details have been provided.
During the application process you may cancel at any time and will receive a full refund of any funds you may have paid towards your Individual Voluntary Arrangement (IVA).
Once an IVA has been approved at a Meeting of Creditors, if you wish to terminate your IVA, due process must be followed in line with the termination process under the applicable IVA Protocol standard conditions. Any funds paid into your IVA since the date of approval will have been distributed to your creditors after deduction of any applicable fees in accordance with the terms of your Arrangement as approved at the Meeting of Creditors.
Your IVA may be terminated for the following reasons:
Cancellation has been requested in writing stating you have no intention of continuing with your obligations under the IVA.
A breach of the Arrangement has occurred and has not been remedied therefore; the Insolvency Practitioner has no option but to issue a Certificate of Termination.
Any further questions regarding refunds or cancellations can be answered by contacting Vanguard on 0800 019 8383.