Things you need to know before claiming

We aim to make claiming online quick and easy.

Please read this information carefully before starting, so that you know what to expect. In this section, you can find information on

Steps to make a claim Supporting documents Uploading documents Posting documents Providing proof of identity Contacting your provider 

Steps to making a claim

Here's an overview of how to submit your claim. It should take you 1 to 2 hours to complete your application online. You can save your progress and return at any point.

What happens after you submit your claim?

  • Step1  - We'll review your claim as soon as we can and will be in touch when we have an update, or if we need any more information. This can take a while so please bear with us.
  • Step 2 - You can check the status of your claim at any point by logging into your account.
  • Step 3 - You can also return to your claim to download and print a summary of your claim, change your personal details and upload additional documents. Simply log in to your account

Get your supporting documents ready

We need quite a bit of information to investigate your claim. You'll find it easier to submit your claim if you gather these items first as you'll be asked to upload them when you submit your claim.

Two forms of identification. Here's a list of what we accept

Products & Advice documents. Here's a list of what we accept

Your bank account details. So we can pay your compensation if your claim is approved. Find out how to send us your documents in the ‘Supporting documents’ section.

Supporting documents

When completing your application form, you need to provide documents to support your application. This section tells you which documents we’ll need and how to get them. We may also need to see documents that prove your identity.

It’s important you send us everything we ask for. We can’t progress your application until we receive this information and it’s very difficult for us to obtain firms' records on your behalf.

We recommend getting your documents ready before you start your claim. You’ll be prompted to upload your documents so it's a good idea to take photos of them or scan them before you start.

How to upload documents

There are two ways to upload your documents: by taking a photo of them or by using a scanner to scan them. Instructions for each are below.

Taking photos of your documents

  1. Use your smartphone or tablet to take a photo of your document. You can use the standard camera on your device, or use a document scanning app.
  1. Keep the paper as flat as possible and the whole page in view. Make sure all the details on your documents are visible in the photo and they aren’t blurry or hidden.
  2. Take photos of all pages and sides that are relevant and save them somewhere easy to find. If you can, give each photo a clear name that you'll remember later.


Scanning your documents using a scanner

  1. You can physically scan your documents using a machine at home or at a public library. All libraries have scanners and the staff can help you use them.
  2. They may email the scans to you as attachments or save them onto a USB memory stick so you can open the files on a computer.

Scan all pages and sides that are relevant and save them somewhere easy to find. Give each scan a clear name that you'll remember later.


Uploading your photos and scans

  1. Make sure your photos and scans are saved on the device you are using to complete your claim application. Emailing them to yourself from the device you used to take the photo is often the easiest way to do this.
  2. In your claim application, click on ‘Choose Files’ and select the photos or scans from the place you saved them. Then click the green ‘Upload’ button. You can select more than one file at once, but it can take a couple of minutes to upload each one.
  3. Your documents must be in one of the following formats for us to accept them: .jpg, .jpeg, .gif, .png, .doc, .docx, .xls, .xlsx, .ppt, .pptx, .pdf, .rtf and .msg. Each file must be 20 MB or smaller.

You can also upload additional documents once you've submitted your claim. Log in here and click on your claim. On the Claim summary page, follow the instructions in the Supporting documents section.

Posting your documents

There are certain documents that you’ll need to send us by post. These are original or General Register Office certified copies of marriage, birth and adoption certificates. As you go through your application, we’ll tell you which documents you’ll need to post to us, if any.

When you post us a document, you must print the cover note and send it with your certificate. You’ll see a link to access the cover note as part of your application. If you don't send in your cover note with your documents, we may not be able to identify you and this will delay your claim.

Please ensure you clearly state your claim reference number (starting with PB) in any correspondence. We will return all original documents within 14 days.

Proof of identity

In most cases, we’ll be able to verify your identity from the information you’re entering in your application. If we can’t though, we might ask you for extra documents to prove your identity. Examples might include a passport or valid GB driving licence, bank statement or utility bill.

Any General Register Office (GRO) certificates (e.g. birth certificate) must be originals or GRO certified copies sent in the post, following the instructions in the ‘Posting your documents’ section.

Scans of other documents are welcome. These must be readable and show all the information contained on the original, including the information on the back. Follow the instructions in the ‘How to upload documents’ section.
We’ll return all original documents within 14 days.

If making a joint claim, each person must provide separate identity documents.

Documents to support your claim

We accept scans but please ensure these are readable.

We've also added some optional documents that will help assess your claim quicker. Please include them if you have them or can get them.

Mortgage Advice (pdf 0.1MB)
Investment (pdf 0.1MB)
General Insurance (pdf 0.1MB)
Mortgage Endowment (pdf 0.1MB)
Pension (pdf 0.1MB)

If you need to contact your provider

We understand you may not have some of the documents that are needed to support and prove your claim. Many of these documents will be available from your mortgage lender or other product provider(s). They are obliged to release this information for you.

To help you get the documents you need to support and prove your claim, here are letter templates you can complete and send to your provider.

How to complete the templates

  1. Print the letter template. You can print several copies if you need to contact several providers.
  2. Enter the reference number and product name if applicable.
  3. Enter your name and address.
  4. Sign and date the letter in the space provided.
  5. Send the completed letter to your mortgage lender or product provider.
  6. When your provider returns the requested documents, scan and upload them by logging in here and clicking the "Supporting Evidence tab".