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claim loan refund process

The Claims Process

Claiming a refund against a lender can be a daunting task.
Having representation can make it easier.


The Steps To Claiming A Refund

One of the key benefits we provide is making the process of claiming a refund as easy and stress-free as possible. Claiming against a lender can be a daunting task. That is why we pride ourselves on making life easy by making sure a professional helps you with your specific circumstances. Follow the simple steps below toget the compensation you are owed.

Step 1: Complete a claim form providing some basic information, including your contact details. If you click "Get Started" below, you will be directed to our online form where you can complete your information online.

Step 2: You will then be in touch with our claims handlers who will help you with any claim you wish to make. Once the claim is submitted to your lender you will be kept up to date on its progress periodically and informed of any updates. The process the claims handler goes through on your behalf is set out below.

Step 3: If your claim is accepted by your lender or the Financial Ombudsman, the refund will be transferred into your account or a balance reduction applied to your account.

Was your loan unaffordable? Millions of pounds have already been paid out to people just like you. Don’t miss out on a refund, complain and claim and get back what is rightfully yours!

We can help you make claims for mis-sold high cost loans, car finance, overdrafts and credit cards.

Complete a Claim Application

Making a claim is simple with representation. Just fill in a quick form.

Your complaint is handled by professionals

Your claim will be handled by an experienced team, who will complain to your lender on your behalf.

Reclaimed funds to be Transferred

After a claim is successful, the redress money is transferred to you.

You do not need to use a claims management company to make your complaint to your lender. If your complaint is not successful you can refer it to the Financial Ombudsman Service yourself for free.

Claims Handler Process

What happens after your instruction:


Once you've signed your instruction forms, you enter a 'cooling-off period' allowing you to cancel within 14 days without charge.


Letter of complaint

We prepare your complaint and where necessary, look to obtain further evidence in support from you lender. We will provide your lender our letter of complaint which is typically acknowledged within 7 days.


Your lender has 56 days to investigate our complaint and findings. In some cases, additional time may be provided.

Final Decision

We will review your lenders decision and any evidence provided.
This will confirm whether the complaint has been; upheld, upheld in part or rejected.


Counter Arguments

If your lender rejects your complaint and hasn't addressed the evidence provided, we will look to highlight this and provide further arguments in support of the complaint.

Financial Ombudsman Service​

The Financial Ombudsman Service can review complaints where we disagree with the lenders Final Response. Where necessary, we will prepare your claim for the Financial Ombudsman Service.


Financial Ombudsman Service Assessment​

Once we've received your instruction, where necessary we will request additional information from your lender to support our claim. We'll then provide our findings to your lender.


Financial Ombudsman Decision​

Where we or your lender rejects the Assessment by an Adjudicator within FOS, the case is passed for a Final Decision by an Ombudsman.
This Final Decision is legally binding with the lender required to adhere to the decision. This process can take up to 6 months from an Assessment depending on your circumstances..



Where a claim is successful, a success fee will be payable. For more information, please see read our fees & charges.

handler process



Why Use The Claims Guide For My Claim?

Help Maximising Claims - We will go through your previous borrowing and help you claim from an extensive list of lenders. Other claims companies will more likely turn you away if you are not claiming against one of their few approved lenders.

We Make It Easy - Claiming a refund can be a daunting task. We make it easy and ensure everything you need is included so you don't have to spend much time on it.

Professional - Each claim is different and specific circumstances that are relevant to the claim should be explained by a professional. The Financial Ombudsman has previously been unable to progress some complaints that involved a “template” or “standard letter”.

How Much Will I Receive If My Claim Is Successful?

If you successfully claim a refund from a lender, you can claim back the interest and charges on your loans, plus, typically, 8% statutory interest. For more information on how this is calculated click here.

What Information Do I Need to Provide?
You just need to provide the name of your lender and your personal details including the address that you lived at when registering with them. Once you have given these we can obtain details of any loans where a refund may be due.

How much will I be charged?

Claiming through us always works on a no win no fee basis, meaning you won't pay a thing unless you win compensation. You will have the right to cancel the agreement within 14 days with no penalty. If you cancel after 14 days you may be charged for work done up until the time of cancellation. We use multiple partners to ensure we are able to offer claims against all lenders, from whom we receive payments. The exact fee structure will depend on which lender you are claiming against, as this decides which of our partners is most suitable for your claim. A breakdown of our fee structure can be seen here. The fees for Diesel Emissions Claims are calculated differently due to it being a group action lawsuit.

How Do I Submit My Claim?

Simply complete our online application form by clicking on the "Get Started" button. This is the first stage of your complaint to the payday lender where you could receive compensation. For more information on the process please click here.

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