How we work

If you think you have a claim against a financial firm that’s failed, you could claim compensation through us. It’s completely free and we’ll tell you straight away if you’re eligible when you claim online.

There are some eligibility criteria you must meet to be able to claim with us.

We accept online claims for insurance, endowments, home finance (including mortgage advice), pensions, payment protection insurance, investments and debt management. You don’t need to make a claim if your bank, building society or credit union has failed. We’ll return your money automatically, up to our £85,000 compensation limit.

How to make a claim

1. Check if you’re eligible – enter some details and we'll tell you immediately if you can claim with us.
2. Create your online account – log in at any time to check the progress of your claim.
3. Complete your application – tell us why you're claiming, upload your supporting documents, sign your claim electronically and submit it.

 

 

It usually takes around 90 minutes to complete your claim online. You can save your progress and come back to your claim at any time.

The claims process

These are the steps the claims process follows:

Complete your online application

We need to ask you a lot of questions and request your supporting documents to check whether you’ve got a valid claim under our rules. This is why it can take up to two hours to complete your application. You can save your information as you go and return to it at any time.

We investigate your claim

Sometimes we need extra information to decide on your claim so we may contact you again or speak to a third party, such as a product provider.

We resolve claims as quickly as possible but some claims can be complex and can take up to six months or longer (or three months for PPI claims). How soon we receive responses to our requests for extra information from you or third parties also affects how long the process takes.

We tell you the outcome of your claim

At the end of our investigation we’ll decide whether we can pay you compensation. If we can, we’ll calculate how much we can pay you and let you know.

We’re here to help you understand our decision and work through any issues you might have. If you don’t agree with the outcome of your claim, you can challenge our decision by making an appeal. If you’re unhappy about how we handled your claim, you can make a complaint.