Help with making your claim

We aim to make claiming online quick and easy for you.
Please read this information carefully before getting started to ensure you know what to expect.

Check if you can claim

Steps to make a claim

Check if you can claim

First you'll enter some basic details of your claim and we'll tell you straight away if you are eligible to claim.

Create your online account

With your online account you'll be able to submit your claim and check on its progress.

Complete your application

Finally you'll answer questions about why you're claiming, upload your supporting documentation and sign your claim electronically before submitting it.


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 to your claim at any point.

 

What happens after you submit your claim?

We'll send you an email to confirm we've received your claim.

Then we'll review your claim as soon as we can, and we will be in touch when we have an update or if we need any more information from you. This can take a while so please bear with us.

You can check on the status of your claim at any point by logging into your account.

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 login 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.

We need:

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Two forms of identification

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Products & Advice documents

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Your bank account details

Find out how to send us your documents in the ‘Supporting documents’ section above.

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.

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.

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 your 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 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 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.

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.

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A
Abatement

Compensation payable by FSCS is subject to certain limits. If a claimant's loss exceeds the relevant limit for their claim, the compensation is reduced to the maximum amount payable. This process is know as abatement.

AIM/PLUS Market Shares

Alternative Investment Market.

AIM/PLUS shares

Alternative Investment Market.

Annuity

Income provided from cashing in your pension

Authorised Firm

A company, unincorporated body, partnership or individual permitted to carry out a regulated activity by the FCA or the PRA. This term includes a mutual (unincorporated) organisation, for example a friendly society.

Beneficiary

Refers to someone who is eligible to receive distributions from a trust, will or life insurance policy

BPO

Business Process Outsourcers

Cancellation Rebate

Policy is cancelled and the firm returns a proportion of the premiums already paid.

Capital & Interest (Repayment)

Mortgage payment pays off the interest and the mortgage capital so that at the end of the mortgage term there is nothing left to pay.

Capped

The interest rate will rise and fall with the standard interest rate but will never rise above the capped rate that has been set.

CFD/Derivative

Contract for Difference

Claim

A completed application form with supporting evidence.

Claimant

Claimant is a very specific category of customer. A claimant is defined as any individual (or other qualifying entity) who believes it has a claim and enters any part of the end to end claims process. Where the definition fits, claimant will be used in preference to any other generic term.

CMC

Stands for Claims Management Company. They are firms that, for a fee, offer services to represent claimants in submitting a claim for compensation.

Critical Illness

Insurance cover to protect if diagnosed with a critical illness.

Debt Consolidation

Taking out a new loan that will pay off one or more existing loans. Usually has a lower monthly payment than the monthly total of the previous debt.

Deferred

The interest rate is set at a below market rate and the difference is paid at an agreed later date.

Discount

A discount from the mortgage lender's standard interest rate.

Early Repayment Charges

A fee you may face if you pay off all or part of your mortgage earlier than agreed.

Eligible

Qualifying for compensation under Scheme rules.

Endowment Mortgage

When a borrower is using an endowment to repay an interest only mortgage.

Equity Release

Re-mortgaging a property that currently has no mortgage, in order to use it as security for new borrowing.

FCA

Financial Conduct Authority - the financial regulatory body formed as one of the successors to the Financial Services Authority (FSA)

Firm

The company against which we are receiving claims.

Fixed

The interest rate is fixed for a set period during the mortgage.

Foreign Currency Mortgage

When a mortgage is taken out in a different mainstream currency for a UK property.

FSA

Previous financial regulatory body before the FCA and PRA

FSAVC

Free Standing Additional Voluntary Contribution.

FOS

Financial Ombudsman Service, for complaints or claims against firms that are still trading.

FSCS Compensation

An amount of money payable by FSCS to a Claimant pursuant to a Claim, the payment and amount of which are subject to rules applicable to FSCS for the awarding of such compensation.

FTSE Shares

The Financial Times Stock Exchange Shares.

Guaranteed Minimum Death Benefit

Amount the policy will be paid out in event of death.

In Default

A firm unable, or likely to be unable to pay claims against it. This will generally be because it has stopped trading and has insufficient assets to meet claims, or is in insolvency.

Income drawdown

Income from your pension and leaving your pension invested.

Individual Representative

Someone representing the claimant that is not acting as a power of attorney, executor, CMC or a solicitor. This is usually a friend or family member of the claimant.

Individual Voluntary Arrangement

A legally binding agreement that allows you to repay your debt by making monthly payments at an amount you can afford.

Interest Only

The mortgage loan does not change and mortgage payment is for the interest part only so at the end of the mortgage term you will have to pay off the mortgage amount.

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).

IP

Stands for Insolvency Practitioner. An insolvency practitioner is someone who is licensed and authorised to act in relation to an insolvent individual, partnership or company. Most IPs are accountants or insolvency specialists working in firms of accountants.

IPO/Pre-IPO Shares

Initial Public Offering.

ISA

Individual Savings Account

ISA Mortgage

When a borrower is using an ISA to repay a mortgage.

Joint Claims

Claim with more than one claimant involved.

Legal Representative

Someone that is legally empowered to represent the claimant e.g. a power of attorney, an executor. This does not have to be a solicitor.

Life Assured

Person whose life is insured on the policy

Lifetime or Shared Appreciation

A mortgage loan on the borrowers home which is repaid at death or borrower moves out.

Limitation

There are rules regarding the timescales in which when someone is allowed to make a claim for compensation (based on when the advice was received, when then the policy/product started, when the claimant realised they may have received unsuitable advice and when they made a written complaint about the advice received). FSCS performs a Limitation Test to ensure a claim has been made within the allowed time limits.

Main residence

The home where you resided for majority of the time.

Mortgage Lender

Name of the company who your mortgage is with.

No Claims Rebate

Money returned at the end of the term by the policy provider if you have not made a claim and paid all premiums.

Pension Mortgage

When a borrower is using a personal pension to repay a mortgage.

PEP

Personal Equity Plan

Policy Number

May also be known as an account number found on policy documents

Policy provider

The company/firm that provides the policy.

PRA

Prudential Regulation Authority is responsible for the prudential regulation and supervision of banks, building societies, credit unions, insurers and major investment firms.

Premium

Amount paid into the policy.

Redeemed

When it was surrendered or no longer paid into.

Refinanced

Paying off a existing loan with the money from a new loan.

Right to buy

Where council tenants are offered to buy their council home at a discount.

Relative

A relative means children and stepchildren, parents and step-parents, brothers and sisters, step-brothers and step-sisters, and their spouses or partners.

Repayment

Mortgage payment pays off the interest and the mortgage capital so that at the end of the mortgage term there is nothing left to pay.

Small Company

A type of claimant. FSCS can accept claims from small companies as long as they pass certain criteria relating to their annual turnover, profits and number of staff.

SRA

Solicitors Regulation Authority regulates solicitors in England and Wales.

Standard Variable Rate

The standard variable rate is the main mortgage rate charged by a lender. This is the long-term rate of interest that borrowers will be charged once their fixed or introductory discounted or tracker period ends. The rate is not typically linked to base rate and can change at the lender's discretion.

Sum Assured

Amount the policy guarantees to pay before any bonuses are added.

Tailored AF

An application that has been amended to obtain information relevant to a specific population of claims e.g. new workstream, thematic issue etc.

Tax Free Cash

Taking money from your pension and not paying tax on the cash.

Tracker

The interest rate is set above or below the Bank of England or mortgage lenders base rate.

Trust

A trust agreement is a document that spells out the rules that you want followed for property held in trust for your beneficiaries.

Trust Deed

A Trust Deed is a formal, legally binding arrangement between an individual and their Creditors.

Trustee

Is a legal term referring to any person who holds a position of trust or responsibility for the benefit of another.

Valid

Refers to a claim i.e. a claim that has been upheld and is due compensation. If a claim has been assessed and is deemed not to be valid, it is known as a Rejection/Rejected claim.