The terms that apply when we represent you in a claim, and when you use our website and eligibility service.
Last updated: 29 September 2026
ClaimPals is a trading name of The Claims Experts Ltd, a company registered in England and Wales, company number 11600861, VAT registration number 313 208644, with our registered office at Pioneer House, Pioneer Business Park, North Road, Ellesmere Port, CH65 1AD. We are authorised and regulated as a Claims Management Company (CMC) by the Financial Conduct Authority under firm reference number 836692, and registered with the Information Commissioner's Office under registration number ZA477153.
These terms are an agreement between you and us, formed once you instruct us to act on your behalf or submit an enquiry through our website.
Where you instruct us, we will represent you in pursuing a claim against the lender, bank or other party you believe treated you unfairly, whether that's a mis-sold or irresponsibly granted loan, or a scam or fraud you feel wasn't handled properly. We do this on a No Win, No Fee basis, where applicable, as explained in Section 8.
We are not a law firm and don't give legal advice. Where it makes sense for your case, we may pass you to another appropriately regulated partner, such as a solicitor or another CMC, who would then act for you under their own separate agreement with you.
Before you sign up to have us handle a claim, we'll make sure you understand how the process works, what we need from you, and how we're paid. If anything in these terms isn't clear, ask us before you agree to proceed, we're happy to talk it through by phone or email.
By asking us to pursue a claim, you're giving us permission to:
We'll use our judgement to decide the best way to handle offers and negotiations, including accepting a final settlement where we think that's the right outcome, but we'll always try to check in with you first when an offer is made.
If you tell us about more than one potential claim, for example against different lenders, or a different type of claim entirely, we treat each one separately under these terms. Each claim that succeeds is charged its own fee, worked out as set out in Section 8.
Checking your eligibility is always free, with no obligation to proceed. We only charge a fee if your claim succeeds and results in a cash refund or other financial redress; if it doesn't succeed, you pay nothing for that claim.
Where a fee applies, it's calculated as a percentage of the amount recovered, and the percentage reduces as the recovery amount increases. Broadly, our fee bands work like this:
| Amount recovered | Fee (inc. VAT) |
|---|---|
| £1 to £1,499 | Up to 36% |
| £1,500 to £9,999 | Up to 33.60% |
| £10,000 to £24,999 | Up to 30% |
| £25,000 to £49,999 | Up to 24% |
| £50,000 and above | Up to 18% |
The exact percentage and any applicable fee cap for your claim will be confirmed in writing before you agree to anything; see our Fees & Charges page for more detail. Where a claim results in a debt write-off rather than a cash payment, different rules can apply, again, we'll always confirm this with you directly.
9.1 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:
9.2 We will cease all work on Your claim(s).
9.3 We will notify all of the lenders that We have made contact with that We are no longer managing Your claim.
9.4 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:
9.5 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.
9.6 If the contract is cancelled AFTER a compensation offer is received then the standard success fee outlined above in Section 8 is payable. (This includes offers made within the cooling-off period resulting from work undertaken by Us).
9.7 Payment of cancellation fees is due within 7 days of Us invoicing You for the cancellation fee.
If either of us fails to meet an obligation under this agreement, we'll give reasonable written notice of the issue and a fair chance, at least 14 days, to put it right before taking further action. This doesn't limit either party's right to end the agreement immediately in cases of serious breach, fraud, or where the law requires it.
If you're ever unhappy with our service, tell us and we'll do our best to put things right. We aim to acknowledge complaints quickly and give you a full response within 8 weeks. If we can't resolve things to your satisfaction, and it relates to our regulated claims activity, you can refer the matter to the Financial Ombudsman Service free of charge.
We'll act with reasonable care and skill, but we can't guarantee a particular outcome, timescale or amount of redress. We're not responsible for delays or problems caused by third parties, such as lenders, banks or the Financial Ombudsman Service, or by anything genuinely outside our control, including postal or IT failures affecting correspondence.
To the extent the law allows, we exclude liability for indirect or consequential losses arising from your use of our website or services, though nothing here limits liability for death, personal injury, or fraud, or anything else the law doesn't let us exclude. Once a regulated partner has taken on your case, they're responsible for their own advice and conduct under their own terms of engagement, not us.
Please don't use our website in a way that breaks the law, is harmful or offensive, introduces malware, or attempts to gain unauthorised access to our systems.
Everything on this website, text, design, graphics and logos, belongs to us or our licensors. You're welcome to view or print pages for your own personal use, but not to copy, distribute or reuse our content elsewhere without asking us first.
These terms are governed by the law of England and Wales, and any disputes fall under the jurisdiction of the courts of England and Wales.
We may update these terms occasionally to reflect changes in our services or the law. Updates take effect once posted here with a new "last updated" date; if you already have an active claim with us, any changes won't affect the terms of your existing agreement.
See also our Privacy Policy and our Fees & Charges page.