Hampton & Rowe1. About these terms
These Terms govern the State Pension, National Insurance and related support service presented through Hampton & Rowe. “We”, “us” and “our” mean Hampton & Rowe. “You” means the customer instructing us.
The formal Conditional Fee Agreement (CFA) and any HMRC/DWP authority documents you sign form part of the contractual framework. If there is a conflict, the signed contractual document for your case should be checked.
2. Scope of the service
A “Claim” or case may include assessment, preparation, submission or progression of a relevant State Pension or National Insurance matter, including:
- Home Responsibilities Protection and caring-history matters;
- National Insurance credits and qualifying-year corrections;
- State Pension correction or underpayment reviews;
- marriage-based pension uplifts where applicable;
- widow, widower, surviving spouse or inherited State Pension issues;
- deferred or delayed State Pension matters;
- linked Pension Credit effects where they arise from the relevant pension matter.
3. Your responsibilities
You agree to provide information that is complete and accurate to the best of your knowledge, tell us about material changes, provide requested supporting information where reasonably possible, and sign the appropriate authority documents before we act on your behalf.
4. Our responsibilities
We will use reasonable skill and care, keep you informed of material developments and explain requests for further information. We may refuse or stop work where information appears materially inaccurate, fraudulent or outside the service. We do not guarantee approval, arrears, an increase or a particular timescale; HMRC/DWP or the relevant authority makes official decisions.
5. Success fee
The success fee is 30% of relevant net arrears actually received, plus VAT at the standard rate (currently 20% on the fee), making a total of 36% at the current VAT rate. We do not charge this fee on ongoing weekly/monthly State Pension or ongoing Pension Credit/benefit payments. If no relevant arrears are paid, no success fee is due.
Where DWP applies a deduction or set-off before paying arrears, the success fee is calculated on the net amount actually received after that deduction.
6. Invoicing and payment
Relevant DWP arrears are paid directly to you. We may ask for the award or arrears breakdown so that the fee can be calculated. An invoice is then issued and is due within 14 days of the invoice date. Payment methods can include bank transfer, debit card/payment link, telephone-assisted payment, cheque by post or another reasonable method agreed with Hampton & Rowe.
If you need paper support, cannot scan documents or have difficulty paying, contact us. Where appropriate, a reasonable payment arrangement may be discussed. Formal recovery steps are treated as a last resort after reasonable reminders and a final written notice.
7. Processing the case
We aim to progress work promptly once we have the information, documents and authority needed. Government processing is outside our control. For HRP cases, HMRC may decide the HRP/NI record position and DWP may then recalculate the pension. Some other pension issues can be primarily DWP matters.
8. Estimates
Any initial assessment, online information or illustration is an estimate or screening tool only. Actual entitlement and arrears can differ because they depend on the government’s application of the rules to your circumstances.
9. Authority and signatures
We act only within the authority you give us. Relevant documents may include the CFA, HMRC Form 64-8, other HMRC consent/request forms and a DWP Letter of Authority. Where electronic signatures are used, you should be shown the final completed document before signing; material changes require a new signature.
10. Cancellation
The service terms provide a 14-day cooling-off period under the Consumer Contracts Regulations 2013. Cancellation during that period does not attract a fee. After the cooling-off period, you may cancel, but if arrears are later paid as a result of work carried out before cancellation, the signed agreement may provide for the success fee to remain payable. No success fee is due if no relevant arrears are paid.
11. Data protection and verification
Personal data is handled in accordance with the Privacy Notice. We may verify identity where required for fraud prevention, compliance and the service. Electronic signature records may be retained in line with the applicable retention policy.
12. Liability
Nothing in these Terms excludes liability that cannot lawfully be excluded, including liability for fraud or death/personal injury caused by negligence. Any contractual limitation in the final service agreement must be read in the signed terms or CFA applying to the case.
13. Fraud and accuracy
We may refuse or terminate services if we reasonably suspect fraud, deliberate misrepresentation or materially inaccurate information. You agree to provide authentic information and documents.
14. Alternative agent or subcontracting
Where operational or regulatory circumstances make it genuinely necessary, the formal contractual terms may provide for an alternative authorised agent or subcontractor. Any replacement agent would need its own proper authority and any new customer agreement or cooling-off rights must be explained before it acts.
15. Governing law
The service agreement is governed by the law of England and Wales, subject to the final contractual documents provided to you.
16. Complaints
Service complaints can be sent to info@hamptonrowe.co.uk. Please include your name, contact details and enough information for us to understand the issue and respond properly.
17. Government independence
Hampton & Rowe is independent of HMRC and DWP. Government decisions and delays are outside our control. You remain free to use the relevant government route yourself without paying us.
18. Current service documents
For transparency, you can view the current Hampton & Rowe service documents linked below. The version presented during your own onboarding is the version that should be checked before you sign.