Unhappy with FSCS or your claim decision

Post Decision Query (PDQ)

If you would like to query any aspect of how we reached our decision, please contact us or email us at enquiries@fscs.org.uk. We will aim to respond to your question within five working days.

Post Decision Review (PDR)

If you are unhappy about our decision on your claim, and wish for it to be looked at again, please contact us or email us at reviews@fscs.org.uk. We would recommend contacting us by telephone (0800 678 1100 or 020 7741 4100) in the first instance, as we may be able to deal with your concerns by discussing them with you. 

When you contact us about your decision, please provide any additional material evidence in support of your case. This will ensure that the review properly considers all available information.

All PDRs will be acknowledged within two working days of receipt and a fresh assessment of your claim will be conducted by a Post Decision Reviewer, not the original claim handler or reviewer.

Where possible, we will aim to respond to PDRs within 20 working days. If this timescale cannot be met, we will contact you to explain why this is the case.

Escalated Post Decision Review (Escalated PDR)

If you’re still unhappy with our decision, and have no further evidence to provide, you may escalate your appeal by contacting the Complaints Team. Please contact us or email us at complaints@fscs.org.uk.

An Escalated PDR will be acknowledged within two working days. We will aim to send a full response within 20 working days. If this timescale cannot be met, the Complaints Team will contact you to explain why this is the case.

The Complaints Team will conduct a review independently of any previous assessment of your claim. The purpose of the review is to ensure we’ve made the correct decision in line with our rules and policies. The outcome of the Complaints Team’s review is final and, in the absence of any new material evidence, can only be challenged by Judicial Review.