Client Claims Information: what to expect before you instruct us.
Last updated: 29 September 2026
We, ClaimPals (a trading style of The Claims Experts Ltd), will provide our claims management service to advise on and investigate your complaint and, if appropriate, make a claim against the lender and any other relevant parties on your behalf. When providing our service, we will gather relevant information from you and your lender to investigate the merits of your complaint and make a claim. We will keep you updated on the progress of your claim by email, letter, text message or by phone. We will update you when we make your claim, when the lender provides a response, and whenever there is an important development. If the matter is referred to the Financial Ombudsman Service, we will update you when they acknowledge the complaint and whenever there is an important development. We will also update you when required by regulation.
ClaimPals work on a ‘No Win, No Fee’ basis, meaning unless a compensation payout is made, there is no cost involved. Further details of our success fee can be found below.
You must give us all the information and documents we need throughout the claims process to manage your claim(s). This includes details of your credit or loan agreements, supporting evidence such as bank statements or credit reports, and information about your financial circumstances at the time the lending was approved.
Our success fee will become payable when your lender makes a compensation offer/payout. Our success fee will be based on the band your compensation payout falls into and will be calculated using the percentage rate for that band, capped at that band's maximum fee:
| Band | Compensation Payout | Percentage rate of charge (inc. VAT) | Maximum charge (inc. VAT) |
|---|---|---|---|
| 1 | £1 to £1,499 | 36% | £504 |
| 2 | £1,500 to £9,999 | 33.60% | £3,000 |
| 3 | £10,000 to £24,999 | 30% | £6,000 |
| 4 | £25,000 to £49,999 | 24% | £9,000 |
| 5 | £50,000 or more | 18% | £12,000 |
Examples of low and high compensation payouts and the associated success fees are shown in the table below:
| Band | Compensation Payout | Our success fee (inc. VAT) | Customer Cash |
|---|---|---|---|
| 1 | £200 | £72 | £128 |
| 2 | £2,000 | £672 | £1,328 |
| 3 | £17,700 | £5,310 | £12,390 |
| 4 | £27,200 | £6,528 | £20,672 |
| 5 | £53,000 | £9,540 | £43,460 |
Please note that the examples in the table above are for illustration purposes only. They are not an estimate of the likely outcome or success fee.
If compensation of £1,000 is awarded but £600 is used to reduce your outstanding balance with that lender, we will charge you 75% of the cash amount you receive (inclusive of VAT) or 30% + VAT on the total refund (including the offset against an outstanding balance), whichever is the lower amount. In this instance, our fee would be £300 (being 75% of the cash refund); you would then receive £100 (£400 minus our fee of £300). This is instead of paying 30% + VAT of your total claim of £1,000, which would normally mean a fee of £360.
Where an offer of compensation is solely for a write-off or balance reduction of an outstanding debt with a lender, rather than a ‘cash in hand’ payment, a fee is not charged. ClaimPals assess responses made by your lenders and will provide you with relevant information to make an informed decision regarding responses received. We aim to maximise your claim by working with lenders and the Financial Ombudsman Service to ensure fair treatment. We ask lenders to make payments to ourselves for us to distribute the redress on customers' behalf. However, in the event lenders pay customers directly, the fee will then be payable to ClaimPals from the customer.
You have a 14 day ‘cooling off’ period from the day that You sign this agreement in which to cancel it without charge. You agree to us working on your claims during this 14 day period, however if You choose to cancel, then: We will cease all work on Your claim(s). We will notify all of the lenders that We have made contact with that We are no longer managing Your claim. We will not make any charges to You for the work already undertaken.
If the 14 day ‘cooling off’ period has passed You can still cancel the agreement at any stage but will be liable to pay the following: If the contract is cancelled AFTER the ‘cooling off’ period but BEFORE a compensation offer is received then we will cancel your claims. However, if any complaint submitted by Us to a lender or the Financial Ombudsman Service results in redress being received, the success fee will apply in the usual way. If the contract is cancelled AFTER a compensation offer is received, then the standard success fee outlined above is payable. (This includes offers made within the cooling-off period resulting from work undertaken by Us.)
You may cancel by phone on 03300 165808, by email at cancellations@claimpals.co.uk.
If you're unhappy with our service, you can complain by emailing complaints@claimpals.co.uk with enough information to identify you and details of your complaint. We'll acknowledge your complaint within 5 business days and aim to provide a final response within 8 weeks. If we're unable to respond at that time, we'll explain why and when you can expect a full reply. If you're not satisfied with our response or we haven't responded within 8 weeks, you can refer your complaint to the Financial Ombudsman Service (FOS) for free. Complaints must be referred to FOS within 6 months of our final response and within 6 years of the issue, or 3 years from when you became aware of it.
See also our Complaints page.
ClaimPals is a Claims Management Company (CMC). You do not need to use a CMC to make a complaint to your lender, bank or insurer. If your complaint is not successful you can refer it to the Financial Ombudsman Service yourself for free if the firm is still trading. For eligible failed firms, you can refer a claim to the Financial Services Compensation Scheme for free.
ClaimPals is a trading style of The Claims Experts Ltd. Registered address is Pioneer House, Pioneer Business Park, North Road, Ellesmere Port, CH65 1AD, United Kingdom (Company No 11600861). Authorised and regulated by the Financial Conduct Authority (FRN 836692).