Claims management companies

 May 2019

Fact sheet no. 512 Claims management companies

Use this fact sheet to:

  • help you make a complaint about a claims management company; and
  • find out who you can refer your complaint to.

Claims management companies

Warning:

fees

Be very careful.  Most of these firms charge you large up-front fees for each agreement they agree to check, but with no guarantee that they will be successful in challenging your agreements.  In most cases you will not get your money back if your claim is not successful.

Many companies say that they can get your debts written off, or get you compensation by claiming that your credit agreements are unenforceable.

Many credit agreements do meet the legal requirements under the Consumer Credit Act 1974 and are not easy to challenge as unenforceable.

We are a free, independent, confidential advice agency and we can give you advice about your credit agreements and whether they are likely to be unenforceable. We can tell you if there may be genuine grounds for a challenge.

Please think very carefully before paying money that you may not be able to afford to a claims management company.  If you are worried about debts, this is unlikely to be your best option to deal with your creditors. It could make your debt problems worse. We can help you look at all the options you have for dealing with your debts.  Before signing up with one of these companies, contact us for advice.

Complaints

The Financial Conduct Authority (FCA) has taken over as the regulator of claims management companies. The FCA has listed a number of principles that claims management companies should follow. For example, a firm must:

  • act honestly, fairly and professionally;
  • not engage in high-pressure selling in relation to regulated claims management activity;
  • publish the standard terms and conditions it enters into with customers on its website; and
  • have clear and effective procedures to identify and protect vulnerable customers.

If you have a complaint about the behaviour of a claims management company, you will need to complain directly to the company first. Write to the claims management company and:

  • set out the reasons for your complaint as clearly as you can;
  • tell them what you are unhappy with;
  • tell them what you want them to do about it; and
  • ask for a copy of their complaints policy.
  • If you have any evidence that supports your complaint also send a copy to the claims management company.
    The claims management company has up to eight weeks to respond to your complaint.

Remember:

complain to the company first

The FOS can only look at your complaint if you have first complained directly to the claims management company and given them eight weeks to reply.

If you are unhappy with their response, or they do not reply within this timescale, you can refer your complaint to the Financial Ombudsman Service (FOS).  See Useful contacts at the end of this fact sheet.

The FOS sorts out complaints between claims management companies and their customers in a fair and impartial way. They also have the power to put things right.

Time limits

You usually have six months to refer your complaint to the FOS from the date of the claim management company's final response. If you do not complain to FOS within six months of the final response, the FOS may not be able to look at your complaint. Time limits may also apply if what you are complaining about happened some time ago. For more information, contact us for advice.

Useful contacts

Financial Conduct Authority  
FCA Head Office
12 Endeavour Square
London
E20 1JN
Phone: 0800 111 6768
 
Financial Ombudsman Service
Exchange Tower
Habour Exchange
London
E14 9SR
Phone: 0800 023 4567