FSCS appeals process - frequently asked questions

The appeal will be decided by someone who was not involved in making the original claim decision.   

The appeal handler will consider the appeal points you raise, the terms of the appeal policy and the previous assessment of the claim.  

For decisions issued before 17 February 2026, any appeals will follow the appeal policy that was in place at the time. This means the previous two-stage appeal process applies. This means customers have three months from the claim decision to apply for an appeal and another three months from FSCS’s appeal decision to apply for an escalated appeal.  

For decisions issued before 17 February 2026 

Any decisions on compensation claims issued before or during the three-month notification period will be subject to the terms of the existing 2024 Appeal Policy.  
 
For decisions issued on or after 17 February 2026  

The 2026 Updated Appeal Policy will apply to decisions issued on compensation claims on or after 17 February 2026. 

Example scenarios 

1. FSCS issues a decision on a claim for compensation on 12.11.2025 (during the notification period). 
   
   The customer requests an appeal on 01.12.2025 (within three months of the decision). 
   
   FSCS will consider the appeal request as per the terms of the 2024 Appeal Policy. This means the decision can follow a two-stage appeal process. This is because the appeal policy in place when the claim was decided was made allows for a two-stage appeal process. 
   
   
2. FSCS issues a decision on a claim for compensation on 12.11.2025 (during the notification period). 
   
   The customer requests an appeal on 01.12.2025 (within three months of the decision). 
   
   FSCS issues a first-stage appeal decision on 01.01.2026.  
   
   The customer requests an escalated appeal on 15.02.2026 (within three months of the appeal decision). 
   
   FSCS will consider the escalated appeal request. This is because we issued the appeal decision under the terms of the 2024 Appeal Policy because we issued the original decision on 12.11.2025. 
   
   Note: In this scenario, a customer will have three months from the date of FSCS's appeal decision to request an escalated appeal, even if we issue the appeal decision after the end of the notification period. 
   
   
3. FSCS issues a decision on a claim for compensation on 24.02.2026 (after the end of the notification period). 
   
   The customer requests an appeal on 10.03.2026 (within three months of the decision). 
   
   We will consider the appeal as per the terms of the 2026 Updated Appeal Policy. This means there is only one stage of appeal. 

FSCS has moved to a one-stage appeals process for five main reasons: 

• public interest in the good administration of the scheme; 

• to achieve finality and certainty in FSCS decision-making at an earlier stage in the claims process; 

• FSCS’s responsibility to make sure it is carrying out its work in an efficient and effective manner; 

• FSCS’s responsibility to use its resources efficiently; and 

• because our decisions have an impact on the customer who brought the claim as well as third parties. 

No. 

To submit an appeal, a customer must give our appeals team the basis of their appeal.   

The appeal request must sufficiently identify the parts of the decision that the customer is challenging, set out why they are challenging the decision and provide all the information FSCS needs to decide the appeal. See the guidance on our website here: [insert link to appeal policy]. 

A customer who wants to submit an appeal request should email it to appeals@fscs.org.uk. 

Yes. When doing this, we expect professional representatives to discuss matters with FSCS before submitting large volumes of appeals.  

When submitting large volumes of appeals we expect professional representatives to meet certain conditions.  The conditions are set out in the appeal policy and explained on our Terms of Engagement (pdf 0.5MB).

We will respond in the most efficient way to large volume appeal requests.   

FSCS has the discretion to not accept large volume appeals.   

It’s really important that you submit all the evidence you have when you bring your claim for compensation to FSCS. 

We will not consider any new evidence at the appeal stage unless it meets certain conditions. If you want us to consider any new evidence at the appeal stage, you or your representative will need to show that the evidence: 

• was not available at the time you made your original claim; 

• would be likely to have an important influence on the outcome of the appeal; and 

• is credible. 

The time limit for submitting an appeal will run for three calendar months from the date of the decision you are appealing. The three-month time limit will not be different if there are any bank holidays falling within the three-month period. 

Examples: 

1. FSCS emails the decision on your claim to you or your representative on 12 March 2025. 
   
   The three-month time limit to appeal the decision will end at midnight on 12 June 2025.
   
   
2. The date on your decision letter is 01 March 2025. The decision letter is sent to you in the post.
   
   The three-month time limit to appeal the decision will end at midnight on 01 June 2025. 

Decisions include decisions to accept or reject a claim for compensation, as well as final decisions FSCS takes about: 

• the amount of compensation; 

• the terms on which a payment is made; and 

• the use of FSCS discretions, for example, a decision to make an interim payment under COMP 11.2.4R. 

The appeal process does not apply to interim decisions because these are not our final decision on the compensation claim.  

Under COMP 9.2.2(2)R, FSCS may postpone paying compensation where we decide a customer should first exhaust their rights against a live firm or any third party, or pursue an application for compensation from any other person. 

Where we advise a customer that we are postponing paying compensation under COMP 9.2.2(2)R and that the customer must first exhaust their rights against a third party, that is not a final decision on the compensation claim for the purpose of the appeal policy. 

In circumstances where a customer comes back to us and asks us to consider the claim for compensation against the failed firm, for example, where there are still uncompensated losses after a successful complaint against a live firm, that request is not considered as an appeal. We expect customers to contact us promptly in these circumstances. 

FSCS will consider a request for an appeal outside of the time limit due to exceptional circumstances. 

For us to review an appeal submitted outside of the new time limits, customers or their representatives must show that there were exceptional circumstances that stopped them from submitting an appeal in time. Examples of exceptional circumstances may include periods of serious ill health or where the claim was submitted by the customer but has been continued by the customer’s estate. 

Exceptional circumstances do not include when a new legal basis of claim becomes available after the time limit expires, for example, following a court judgment that changes the law about an issue that’s relevant to the claim. 

To ensure consistency in our approach, any decision to accept an appeal outside of the time limit will need the approval of the Chief Customer Officer or Chief Counsel (or a member of staff delegated by them).  

The basis of your claim is the civil liability you rely on when bringing your claim for compensation to FSCS. 

Examples of a basis of claim include negligence, breach of contract, misrepresentation or breach of the FCA Rules. 

The responsibility remains on the customer and, where relevant, their representative to submit properly evidenced and pleaded claims when applying to FSCS for compensation. 

The submission of evidence-based claims in the first instance plays an important role in an efficient and timely outcome. 

• finality and certainty in FSCS decision-making; 

• public interest in the good administration of the scheme; 

• FSCS’s responsibility to make sure it is carrying out its work efficiently and effectively; 

• FSCS’s responsibility to use its resources efficiently; and 

• concerns about the quality of evidence when appeals are submitted after a significant amount of time has passed. 

For claims that are being considered by the courts or by other public bodies similar to FSCS, it is standard practice for appeals to be subject to a time limit. 

We recognise that the decisions we make have an impact for the person who brought the claim and also for a range of third parties. 

Customers can make a timely appeal at a point when they are likely to be best-equipped to prepare and submit their appeal, while the issues raised are fresh in their mind. It also lets FSCS meet its obligation to have a fair and efficient procedure. 

We also recognise that it benefits everyone if the decisions we make on claims are finalised within a reasonable period of time and that the recipient and others can rely upon them with certainty. 

The rules set by the regulator require us to act in a way that is compatible with the ECHR and in a way that is procedurally fair. 

We are satisfied that the updates to the appeal policy are reasonable, proportionate, fair and consistent with our responsibilities under the ECHR.

Judicial review is the legal process by which the High Court can review some of the decisions we make. This includes the decisions made on claims for compensation.  

There are specific steps to follow when you apply for judicial review. More information can be found on the Minsitry of Justice website.

A time limit of three months applies for bringing a claim for judicial review. There are also costs to consider. 

We strongly encourage anyone who is thinking about applying for judicial review of a decision FSCS has made to seek independent legal advice first.  

After you have exhausted the internal appeals process and if you decide to apply to the High Court for a review of an FSCS decision, you should send any letter before claim to appeals@fscs.org.uk.