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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FREE PPI CHECK


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

Here's what our customers have to say...

  • 9th June 2012


    "Great service, would use again and recommend to anyone. Received more than I thought. Would not have got this amount if it wasn’t for the work FRS did on my behalf. Thank you."

    Mr. S Johnson - Halifax

    Received

    £3,620

  • 11th April, 2014


    "I never would have dreamed that the bank I had been dealing with would have 'pulled a fast one'."

    Mr D Davies - Barclays

    Received

    £28,174

  • 27th May, 2014


    "You have dealt with a lot of claims for me which has been very helpful in improving the standard of living that I have."

    Mrs B Mould - Lloyds Bank

    Received

    £4,699

  • 2nd February 2013


    "Very grateful for what you have achieved for me, I would never have done this myself. Thank you very much."

    Mrs. S Walsh

    Received

    £1,485

  • 27th August 2014


    "I wasn’t going to bother, but I’m glad I did. Everything was sorted very quickly, excellent communication. Very pleased."

    Mrs. M Berrecloth

    Received

    £12,706

  • 19th November 2014


    "For all the staff at at FRS a big thank you for everyone’s help in supporting me through my claims. I found it relaxing and not stressful, it’s greatly appreciated. A big thank you to you all."

    Mrs. P Goddard - MBNA

    Received

    £5,283

  • 20th July 2014


    "The service we received from FRS was first class. The staff are very friendly and extremely efficient."

    Mr & Mrs Lavin - Halifax

    Received

    £1,282

  • 7th March 2015


    "I found FRS to be very good they kept me informed at all times. They treated you very well and when I phoned them the service and information were easy to understand. I would rate this company at 10 out of 10"

    Mr. J H Robinson - Barclays

    Received

    £1,932

  • 7th July 2014


    "I'd never wanted the hassle of dealing with the banks but FRS took all the pain away!"

    Miss M Hayward - Lloyds

    Received

    £1,964

  • 20th July 2015


    "From the start to the end of the process, the whole experience of dealing with FRS was first class. I would recommend them 100%"

    Mr. A Owen - Lloyds

    Received

    £1,130

  • 28th October 2015


    "Was such a large amount and what a great service. Never did I think I would get back so much money. And it was so easy. Thank you all at FRS. A very big thank you."

    Mr. M Grundill

    Received

    £14,487

  • 4th February 2015


    "You have handled the case very professionally with superb correspondence and an excellent outcome, what more can I say, very pleased. Thanks."

    Mr. & Mrs. King

    Received

    £2,522

All figures above show amount calculated after deduction of taxes and fees