We often contact third parties for more information about the firm or product you’re claiming against (to ensure we’ve got all we need to investigate your claim). This can take weeks, so don’t worry if you don’t hear anything for some time.
We’ll get in touch if we need other documents from you to support your claim (the quicker you send them, the quicker we can process your claim). You can check your claim’s status in your account at any time, or we’ll email you with progress updates if you claimed directly with us.
We’ll decide if we can pay you compensation and, if so, how much. We’ll make our decision as soon as we can and let you know by email or post. How long do claims take?