Update for Icesave customers: second emails

1st December 2008

The FSCS has now sent second emails to over 198,000 Icesave customers, giving them the opportunity to claim their cash back online. These are all the customers who appear to be eligible to participate in the online claims process. Nearly 16,000 customers who are not able to use the online process have already been sent application forms enabling them to claim their compensation by post.

By close of business on Saturday, around 160,000 people had completed the online process, leaving about 38,000 still to transact. FSCS is encouraging people who have had their second emails but not yet claimed their compensation to log in to their Icesave account and complete the process, which only takes a few minutes.

FSCS has the following guidance for those still waiting for their second email:

Most second emails have been received swiftly, but some are taking longer to reach people. In case your second email has been sent but not reached you yet, we now suggest that you log in to your Icesave account and attempt to complete the claims process. If you find you can initiate your claim, we ask you to do so as soon as you are ready, and once you have read the contents of the second email. If you experience any technical difficulties during the process, you can call the Icesave customer services helpline on 0845 605 6050 and they should be able to help you.

If the system does not allow you to initiate the claims process, we would like you to contact us by completing a special web form with your up to date contact details. By submitting the web form, you will enable us to get in touch with you individually in the next week or so to help you complete the process online or send you an application form if necessary.

We recognise that those individuals still waiting are keen to put the failure of Icesave behind them, and we remain committed to making sure everyone receives their money as soon as possible.