Pre March 2022 Key Facts


The Claims Services

  1. Please note Charterhouse Claims Limited (trading under the style of “Charterhouse Claims” provides claims management services in connection with the pursuit of financial mis-selling type claims.  The services Charterhouse Claims provides involves investigating and advising upon financial mis-selling claims and thereafter assisting in pursuing redress or compensation where appropriate.
  2. In very brief terms, the following are the typical steps Charterhouse Claims would undertake in the course of providing claims management services: (a) obtaining initial instructions from the client as to all relevant circumstances giving rise to the claim; (b) assessing the information provided and advising the client as to the possibility of making a claim; (c) preparing the necessary documentation for a claim to be submitted to the relevant respondent; (d) engaging the respondent to the point of admission or rejection of the claim; (e) advising the client on outcome and procedural steps including (without limitation) as to settlement terms.

Client’s Obligations

  1. Charterhouse Claims considers that client co-operation is paramount in the claim process as it enhances the prospects of success.  That so, the commitment Charterhouse Claims expects from clients is as follows: (a) providing information and instructions when requested and promptly; (b) completing paperwork; (c) co-operating with Charterhouse Claims at all times in the course of the claim process; and (d) not misleading Charterhouse Claims in any way.

How Charterhouse Claims Keeps its Clients Updated

  1. Throughout the claim process, Charterhouse Claims provides regular updates to the client of all material developments and a cumulative written update is provided on no less than 6 months intervals.  Charterhouse Claims will communicate generally with the client via telephone, post, email & SMS messages.

Charterhouse Claims Fees

  1. We will charge you either (i) a Success Fee of 35% + VAT of any compensation which you receive or if you decline a reasonable offer of compensation which we recommend that you accept and which is consistent with the FCA and FOS guidelines, we will charge you (ii) a Success Fee equal to 35% + VAT of the compensation which was offered to you and which we recommended that you accept. The following fees illustration is not to be taken as an estimate of the amount likely to be recovered for you. The fee illustration is also based on gross amount of compensation received from the Lender(s).

Compensation Received

Our Fee Payable (35%+VAT=42%)

You Will Receive










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.

The Right to Cancel

  1. The client can cancel her/his agreement with Charterhouse Claims at any time within 14 days of a claim being submitted without giving any reason and without incurring any liability unless Charterhouse Claims receives an offer of compensation from the respondent within this period; in which case Charterhouse Claims’ fee will be due.  The client can communicate cancellation of the Charterhouse Claims agreement by telephone, in writing, in person or can use the cancellation form accompanying the Charterhouse Claims Terms & Conditions. 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 Claims do not charge any upfront fees, we work on a No Win No fee basis. If we don’t win, you owe us nothing.*** All compensation claims are handled independently, you will only be billed for our services following a successful resolution of your case. We ensure all of our customers have peace of mind, we NEVER pass or sell your details to other companies without your prior permission (we need to share some details with your Lender to complete your FREE Check or Claim(s)). Charterhouse Claims Limited is authorised and regulated by the Financial Conduct Authority (FCA) for regulated claims management services. Our temporary permission – firm reference number is: 832999. You can check this on Financial Services Register at ICO Number – Z2286357 | VAT Number – 103574244 There is no upfront fee or charge for this service unless Charterhouse Claims is successful in recovering your compensation. However, if you choose to cancel the contract after the cooling off period, we reserve the right to charge an administration fee.

We are here to help, and our team of experts will undertake to assist you during your entire claim, from the initial enquiry to the actual submission. We will keep you informed throughout the process with regular updates.

***We reserve the right to charge reasonable costs if you cancel your claim after the 14-day cooling off period.

The Right to Terminate

  1. The client can terminate their agreement with Charterhouse Claims at any time after the 14 days cancellation period (as explained above). In the event the client cancels after 14 days the client will be charged for work done at £10 + VAT per hour (Full itemised bill will be provided).  If this occurs, Charterhouse Claims fee will be due if the client ultimately receives an offer for compensation or redress from the relevant respondent.

Available Redress Schemes

  1. The Service rendered by Charterhouse Claims are not mandatory. Individual clients are not required to use Charterhouse Claims. Clients are perfectly entitled and able to pursue complaints or claim directly against the relevant respondent(s) for free. If the complaint or claim is rejected then the client may refer the matter to the financial Ombudsman Service or Financial Services Compensation Scheme, again at no cost at all instructing Charterhouse Claims is a client choice.