Why Charterhouse Claims?

The team behind Charterhouse Claims have been helping UK consumers recover compensation for mis-sold financial products including Unaffordable Lending Claims, Catalogue Loan Claims, Car Finance Claims, High Cost Credit, Payday loan, Guarantor and Doorstep loans.

Since 2010 many UK consumers have put their faith in Charterhouse (Charterhouse Claims Limited & Charterhouse Digital Limited) to recover compensation for mis-sold financial products.

At our Head Office in Croydon Charterhouse employs professionals who are committed to recovering the money that you could be due.

Key Facts

  • If your claim is rejected and we believe you have a valid claim we will continue to fight to gain you the compensation that you deserve all the way to the Financial Ombudsman Service (FOS).
  • Charterhouse does not charge any upfront fees. You will be billed for our services following the conclusion of your case.
Fee Structures

How it works?

You have already taken the first step to claiming back your mis-sold credit by visiting the Charterhouse Claims website. At Charterhouse we have made it as easy as possible to start the claim process.

Our experienced and friendly staff will then review your circumstances and evidence to establish if you may have a valid claim.

We aim to recover all the interest and charges you paid and a further 8% per annum for the inconvenience caused to you. If your claim is rejected and we disagree we can take it all the way to the Financial Ombudsman on your behalf.

Once we have received your completed claim pack we will construct the letter of claim that we will send to your Lender. The Lender must acknowledge receipt and we will update you as soon as we receive acceptance and again as soon as any new information is received.

The Lender is required to provide a final decision on the claim within 8 weeks.

The only exception is if the Lender puts the claim on hold temporarily because they require further information to complete their investigation.

Once the investigation has been completed there are usually one of two outcomes:

Your Claim is Successful:

If your claim is upheld the Lender will make an offer. Before responding our claims team will carefully review the offer because it may not be for the full amount that you are entitled to. Most of the lenders require clients to sign a form accepting the offer and pay out within 28 days of receiving the signed acceptance.

Your Claim is Rejected:

If they believe the loan was not mis-sold, they will reject the claim. If you receive a rejection from the lender, it does not necessarily mean that you are not eligible for a refund. Charterhouse’s team of Unaffordable Lending claims experts will examine the terms of the rejection and if we believe you have a valid claim, we will recommend referring your complaint with the Financial Ombudsman Service (FOS).

Charterhouse Claims doesn’t charge any additional fees for submitting your claim to FOS, it is all part of our service.

Once a client enters a “No Win No Fee” with Charterhouse Claims pursuant to the Terms & Conditions, this means that we only charge a fee if we are successful in obtaining an offer of compensation unless you choose to cancel your agreement with us before then. The following is illustration of the amount of the Charterhouse Claims fee if the compensation or redressed recovered from the respondent amounts to:

Band Redress Awarded (£) What we will charge you (including VAT) (%) Max Total Fee Payable
1 £1 -£1499 36% £504
2 £1,500 -£9,999 33.6% £3,000
3 £10,000 -£24,999 30% £6,000
4 £25,000 -£49,999 24% £9,000
5 £50,000+ 18% £12,000

Important Note: If the redress recovered by Charterhouse Claims is used applied by the respondent towards arrears owed, the client remains liable to pay out of his/her own funds the fee chargeable by Charterhouse Claims. For a full explanation of our fees click here.

These fees are only due once you have been paid.

We have provided a number of options for you to settle your invoice here.

Once we have received your completed claim pack we will construct the letter of claim that we will send to your Lender. The Lender must acknowledge receipt and we will update you as soon as we receive acceptance and again as soon as any new information is received.

The Lender is required to provide a final decision on the claim within 8 weeks.

The only exception is if the Lender puts the claim on hold temporarily because they require further information to complete their investigation.

Once the investigation has been completed there are usually one of two outcomes:

Your Claim is Successful:

If your claim is upheld the Lender will make an offer. Before responding our claims team will carefully review the offer because it may not be for the full amount that you are entitled to. Most of the banks require clients to sign a form accepting the offer and pay out within 28 days of receiving the signed acceptance.

Your Claim is Rejected:

If they believe the loan was not mis-sold, they will reject the claim. If you receive a rejection from the lender, it does not necessarily mean that you are not eligible for a refund. Charterhouse’s team of mis-sold loan claims experts will examine the terms of the rejection and if we believe you have a valid claim, we will recommend referring your complaint with the Financial Ombudsman Service (FOS).

Charterhouse Claims doesn’t charge any additional fees for submitting your claim to FOS, it is all part of our service.

Once a client enters a “No Win No Fee” with Charterhouse Claims pursuant to the Terms & Conditions, this means that we only charge a fee if we are successful in obtaining an offer of compensation unless you choose to cancel your agreement with us before then. The following is illustration of the amount of the Charterhouse Claims fee if the compensation or redressed recovered from the respondent amounts to:

Band Redress Awarded (£) What we will charge you (including VAT) (%) Max Total Fee Payable
1 £1 -£1499 36% £504
2 £1,500 -£9,999 33.6% £3,000
3 £10,000 -£24,999 30% £6,000
4 £25,000 -£49,999 24% £9,000
5 £50,000+ 18% £12,000

Important Note: If the redress recovered by Charterhouse Claims is used applied by the respondent towards arrears owed, the client remains liable to pay out of his/her own funds the fee chargeable by Charterhouse Claims. For a full explanation of our fees click here.

These fees are only due once you have been paid.

We have provided a number of options for you to settle your invoice here.

Frequently asked questions

Charterhouse has won claims in as little as 4 weeks, however the length of the claim can vary significantly. From when we first contact your lender to file a formal claim for compensation, the time taken for them to respond can vary and some Lenders are known to extend the process. However, lenders are required to deal with mis-sold loan complaints within 8 – 12 weeks. If we do not reach a satisfactory conclusion within that time we may recommend referring your case to the Financial Ombudsman Service (FOS). Unfortunately this can add several months to the process and can in some cases take up to 2 years, For Unaffordable Lending the overall FOS uphold rate is 55%

Once a client enters a “No Win No Fee” with Charterhouse Claims pursuant to the Terms & Conditions, this means that we only charge a fee if we are successful in obtaining an offer of compensation unless you choose to cancel your agreement with us before then.

More About Our Fees

It is not uncommon for a Lender to reject your claim. If your claim is rejected and we believe you still have a strong case for compensation we can take your complaint to the Financial Ombudsman Service (FOS).

Yes. 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. However many people choose to use a claims management company because they don’t want the hassle of making a claim themselves.

You have the right to cancel this contract within 14 days without giving any reason.

The cancellation period will expire after 14 days from the day of the conclusion of the contract.

To exercise the right to cancel, you must inform us at Charterhouse Claims, PO Box 3268, South Croydon, CR2 1AZ, info@charterhouseclaims.com, 0800 4083847 of your decision to cancel this contract by a clear statement (e.g. By telephone OR a letter sent by post, fax or e-mail). You may use the sample cancellation form below, but it is not obligatory.

To meet the cancellation deadline, it is sufficient for you to send your communication concerning your exercise of the right to cancel before the cancellation period has expired.

Cancellation Notice

To: Charterhouse Claims, PO Box 3268, South Croydon, CR2 1AZ, info@charterhouseclaims.com, 0800 4083847

I/We [*] hereby give notice that I/We [*] cancel my/our [*] contract for the supply of the following service [*]

Ordered on [*]/ received on [*]

Name of consumers:

Address of consumers:

Signature of consumers (only if this form is notified on paper):

Date:

[*]Delete as appropriate