The claims process
We don’t think that claiming compensation needs to be difficult. That’s why we’ve made our claims process as simple and straight forward as possible. All we need from you are a few details to start the claim and our dedicated team of specialists will manage the whole claim process for you.
Step 1 - Complete claim form
Once you fill out your details at the top of the page, you’ll need to complete a short form so we know a bit more about you and your situation. Once you have completed the form, a claim pack will be sent to your email address for you to sign electronically*
*please note, depending on the lenders you select, we may also need to send you a pack out in the post.
Step 2- Claim eligibility check
One of our specialists will review your case and any relevant supporting documents you’ve provided, such as bank statements and credit reports. Once we’re happy we have enough information from you to proceed, we’ll send an official complaint to the lender on your behalf.
Step 3 - Lender decision
We’ll continue to chase your lender until they formally respond to your complaint. Once we receive a decision from them, a member of our team will contact you to discuss the response and provide you with expert advice on what the next steps should be
Step 4 - Negotiation process
Sometimes the lender’s response isn’t always what we hoped for and, with your permission, we may contact the lender with further evidence and a request to change their decision.
Step 5 - Escalate the case
In the event that we’re unable to reach an amicable settlement with the lender, we may choose to escalate the complaint to the Financial Ombudsman Service for them to review your case and the lender’s response.
Step 6 - Compensation pay out
If your case results in a win, we’ll contact the lender to arrange for your compensation to be paid. Shortly after, you’ll receive a copy of our invoice detailing our fee. We work on a strictly no win, no fee* basis so we’ll only charge if your claim is successful.