25% of costs regardless of the time spent
Despite, a really positive initial phone call and a successful claim that started investigation process by the bank. CEL then wrote a letter that was rejected as the investigation was already started and ongoing pending an outcome. Fortunately, the bank refunded the scam money in full but now I am required to pay CEL approximately £6,000. I acknowledge some reasonable costs payable for the letter and time but I am struggling to understand how I can be billed 10 hours for this work. My understanding from the explanation was the maximum of 25% of the amount refunded whereas it appears that 25% is the amount regardless of the time spent. I have to say I was a little disappointed given the very professional first experience. I await to hear from the compliance team.