The Claims Process

If you would like to make a new claim for mis-sold PPI, mis-sold PBA fees or any of our other claims services, complete our claim form here or call 0800 612 7922.

If you have received a claim pack and would like help completing it, click here.

If you have returned your claim pack and would like to know what happens next, you may find the answer to your question below. If you'd like to speak to someone, our friendly customer service team are available 9am-5pm on 0161 650 0680.

0800 612 7922


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PPI CLAIMS

What happens after I return my PPI claim pack?

Once we receive your fully completed claim pack, we will request the relevant PPI information from your lender(s). We will determine if you had PPI attached to any of your finances and then contact you with our findings.

After discussing your personal circumstances and the sale of the PPI with you, we will issue a personalised complaint to your lender. The lender is then required to confirm to Financial Recovery Solutions that they have received this and will usually write to us to provide us with a reference – this is generally 2 to 3 weeks from the complaint being issued. 

How long will it take?

Once your case has been confirmed, your lender should provide a decision within 8-12 weeks, although this can sometimes take longer.

Do you need any more information?

Lenders are only required to hold your information for around 6 years after it is no longer necessary for them to retain it, in accordance with the Data Protection Act 1998. The lender is entitled to request any pertinent information from you that may help their investigation. Therefore, we may need to request this from you on occasion if the lender cannot provide it.

What happens if my case is rejected?

If your case is rejected, this does not necessarily mean that it is the end of your claim. We carefully evaluate every rejected claim and if we feel there is a chance the decision can be overturned we will appeal the case with the Financial Ombudsman. Currently, over 60% of cases originally rejected by the banks are overturned in favour of the consumer.

What happens if my claim is referred to the Financial Ombudsman?

The Financial Ombudsman is an independent adjudicator who will review a case that a lender has rejected. They have the power to overturn a rejected claim if they disagree with the lender’s decision.

Given the great demand for the Financial Ombudsman Service they currently have a long waiting list and are advising that it may take around two years to investigate a complaint, although not every case will take this amount of time. However, if successful, the lender will be legally obliged to repay your PPI and interest.

PBA CLAIMS

What happens after I return my PBA claim pack?

Once we receive your fully completed claim pack, we will then discuss your personal circumstances and the sale of the PBA with you. Once we have done this we will then issue a personalised complaint to your bank on your behalf. The bank in question is then required to acknowledge receipt of our complaint and will typically write to us and you within two to three weeks to confirm that they have commenced their investigation into the mis-sale of your Packaged Bank Account.

How long will it take?

Your bank should provide their final decision within 8-12 weeks from the date that they acknowledge receipt of your complaint, although this can sometimes take longer.

Do you need any more information?

In accordance with the Data Protection Act 1998, banks are only required to hold your information for 6 years, after this time period has passed it is no longer necessary for them to retain it. However, there is no need to feel dissuaded from submitting a complaint due to this limitation as many banks will keep documentation for much longer.

During the bank's investigation into a complaint, they are entitled to request any pertinent information from you that may help with their investigation. Although we do understand that you may not have any, anything you do have may strengthen your claim which could subsequently lead to higher settlement.

What happens if my case is rejected?

If your case is rejected, this does not necessarily mean that it is the end of your claim. We carefully evaluate every rejected claim and if we feel there is a chance the decision can be overturned we will appeal the case with the Financial Ombudsman.

What happens if my claim is referred to the Financial Ombudsman?

The Financial Ombudsman is an independent adjudicator who will review a case that a lender has rejected. They have the power to overturn a rejected claim if they disagree with the lender’s decision.

Given the great demand for the Financial Ombudsman Service they currently have a long waiting list and are advising that it may take around two years to investigate a complaint, although not every case will take this amount of time. However, if successful, the bank will be legally obliged to repay your PBA fees and interest.


What happens when I get an offer?

Please ensure that you let us know if you receive any correspondence from your bank. Once we have received the offer letter, we will verify the amount to ensure you have received all of the elements we would expect within a refund.

Once we are satisfied with the offer that has been made, we will write to you to confirm the details of the offer and provide you with our service charge invoice.

You may receive the invoice after the money arrives in your account so it is a good idea to set aside some of the money to pay us. If the invoice arrives before you have been paid by the lender, don’t worry as we won’t be looking for payment until the money is in your account. You are provided with 10 days from receipt of the monies to pay our invoice.

Most lenders provide a timescale of 28 days for you to receive your refund but we will remain in contact with you and the bank to ensure a swift process.

If you have received our invoice, you may want to visit our page for details:

Paying Your Invoice

If you have any questions about the process, please feel free to contact our customer service team on:

0161 850 0680