Claim status explained

Below are the various status and sub-statuses that a claim can go through. 

Please note that depending on your claim type and financial product, your claim may not go through every stage described below.

Status and sub-statuses

Claims consist of a main status and a sub status within the main status. The meanings of these are listed below.

Status Description
Application incomplete You're still in the process of completing your application. If you need any help to finish it, including getting documents from your provider, go to our help section at the top right of the page. If you're sending your application in the post, the status will show as 'In progress' until we've securely saved it in our system. Please allow up to 10 working days after posting your application before contacting us.
Claim cancelled You have cancelled your application. If you'd like to make a new claim, click on 'New Claim'.
Submitted We have received your claim and we'll review it as soon as we can. We'll be in touch to update you on the progress of your claim or if we need any more information from you. This can take a while so please bear with us. Please note we cannot look at your claim until we have all of the evidence documents from you.
Assessing your claim We're dealing with your claim.
Re-opened We'd previously closed your claim but we’re now investigating it again
In review We’re reviewing the original decision we made on your claim and will come to a new decision as soon as possible.
On hold We’ve put your claim on hold while we check some of the details.
Closed

Your claim is inactive.

 

Sub-statuses, part 1

Sub-status Description
Investigation ongoing We're still investigating the background and circumstances of the product or firm your claim relates to. We need to complete these investigations before we can consider your claim. This may take some time but you can check if we've provided any updates about the affected firm on our website.
Claim in progress We're currently assessing your claim. We should have all the information we need but if we do need anything else, we'll let you know.
Reviewing evidence We're currently reviewing your application and the evidence you've sent us. We'll do this any time we receive additional evidence we've requested, so your claim could be at this status more than once. We're checking we have everything we need right now, and we'll let you know if we need anything else.
Claim complete

Your claim payment has cleared so the claim is now complete.

If you've recently sent us documents, we're looking at them now. You won't necessarily see a change in your claim's status but we'll contact you when we've reviewed what you've sent.
Claim rejected

We've decided your claim is not valid under our rules or that it doesn't qualify for compensation.

If you've recently sent us documents, we're looking at them now. You won't necessarily see a change in your claim's status but we'll contact you when we've reviewed what you've sent.

Evidence required We've asked for further evidence so we can continue investigating your claim. You should have been informed of what we need. We will chase up this evidence regularly for at least the next 8 weeks.

Any time we receive evidence we'll need to review it, which means your claim could move between this status and 'Reviewing evidence' multiple times.
Referred to another team We're investigating your claim but we're waiting for some guidance from another team in FSCS before we can continue.
No evidence received We're yet to receive the evidence we previously asked for to support your claim.

Sub-statuses part 2

Calculating compensation We're currently calculating how much compensation, if any, you're due.
Under review We're completing a final quality check on our claim investigation and you should hear from us soon.
Processing payment We've decided your claim is valid under our rules and we're processing your payment.
Payment generated We've created a payment on your claim and will send it soon.
Criteria not met We can't investigate your claim because it doesn't meet our claim criteria. You should have received an explanation of the reasons behind our decision. If you need help, please contact us.
Payment sent We've sent payment for your claim.
No application received

We haven't received a complete application form. If you posted one more than 10 days ago, please contact us

If you've recently sent us documents, we're looking at them now. You won't necessarily see a change in your claim's status but we'll contact you when we've reviewed what you've sent.
Application incomplete You're still in the process of completing your application. If you need any help to finish it, including getting documents from your provider, go to our help section at the top right of the page. If you're sending your application in the post, the status will show as 'In progress' until we've securely saved it in our system. Please allow up to 10 working days after posting your application before contacting us.
Inactive

We haven't received the evidence we requested so your claim is now inactive. Once we receive the evidence, we will continue with your claim.

If you've recently sent us documents, we're looking at them now. You won't necessarily see a change in your claim's status but we'll contact you when we've reviewed what you've sent.
Assessment complete We've completed our claim investigation.