Support Teams

The work of our Claims Division is supported by colleagues in our support teams. These are: the Claims Support Group, the Communications Group, the Finance, Payments and HR Division, General Counsel's Division and the Strategic Planning and Operational Support Division.

The Claims Support Group consists of the Customer Services and the Initial Enquiries Teams, plus the Default Team. These teams are often the first port of call for consumers when they need to make a claim. Between them, Customer Services and Initial Enquiries deal with around 80,000 written and telephone enquiries each year. The Default Team investigates the ability of firms to meet claims made against them.

The Communications Group helps to raise awareness of the work of FSCS amongst our stakeholders, which include journalists, consumers and their representatives, authorised firms and trade bodies. This Group also produces our publications and looks after the Scheme's website.

The Finance, Payments and HR Division is concerned with two very important areas for FSCS - money and staff. The Finance Team manages the Scheme's internal financial information, procedures and controls and the treasury function. The Team is responsible for co-ordinating budgets and forecasts, and raising and allocating levies. The FCA and the PRA, under agreement, acts as the Scheme's agent to collect levy tariff data and for subsequent levy raising, collection and credit control. The Payments Team ensures timely and accurate settlement of agreed compensation claims, and the HR teams covers all aspects of personnel including recruitment and retention strategies, payroll, employment legislation, training and staff benefits.

General Counsel's Division works with all of the five Sub-schemes within FSCS, advising upon claims and recoveries specific to individual Sub-schemes and dealing with issues of Scheme-wide relevance such as data protection, confidentiality and privacy. In connection with many estates, both investment and insurance, the Legal Services Team has worked closely with insolvency practitioners to pursue potential sources of recovery. The Division includes the Legal Services Team, Quality Programme Unit and the Company Secretary.

The Strategic Planning and Operational Support Division includes strategic planning, process improvements and performance measurement, as well as providing all of our office services. It consists of the Document Management Team, Facilities, Information Technology, Performance Measurement, Process Improvement and Strategic Planning.

About the FSCS

Click here to find out more about the FSCS, its role, its operations and its personnel.


The Financial Conduct Authority website includes a searchable database of all firms authorised and regulated by the FCA and the Prudential Regulation Authority (PRA).


The Financial Ombudsman Service is the official independent expert in settling complaints between consumers and financial businesses

Jargon Buster

  • FCA

    The Financial Conduct Authority is the UK's regulator for the financial services industry. 

  • Insolvency

    having insufficient assets to meet due debts or liabilities.
  • Investment

    a financial product in which money can be invested to earn interest or profit (although the value of investments can go down as well as up).