How it works?

You have already taken the first step to claiming back your PPI by visiting the Charterhouse Claims website. At Charterhouse we have made it as easy as possible to start the claim process. Simply complete the form on the right hand side of the page or call 0800 408 3847

Our experienced and friendly staff will then review your circumstances and evidence to establish if you may have a valid claim. You will also receive a pack in the post, to find out what you should do when you receive the pack see "Completing the pack". in the above tab.

Our aim is to recover all of your Payment Protection Insurance payments to date, plus any interest on top of that 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 you have received your pack, follow this simple guide and leave the rest to us. Please note we need one completed pack per claim. A complete pack consists of 1 copy of Sections 1, 2 & 3.
If you require any additional packs please contact us on the number below:

  • Section 1: Letter of Authority
    • Read, sign and return both copies to us.
  • Section 2: Compensation Application Form
    • Check the answers and complete as necessary.
    • Please sign the form and return both parts to us.
  • Section 3: Letter of Engagement.
    • This is a contract between you and Charterhouse Claims. Please read this. It needs to be signed by you and any additional account holder(s).

Please enclose, if possible, a copy of your Policy Document / Loan Agreement or other related documentation given to you by the lender that includes the charge for the PPI e.g. policy document, quote, offer letter, copy loan agreement if possible. We can process the claim faster if you send this documentation.

That’s it. Now pop these items into the enclosed stamped address envelope and return them to us.

If you need any help or advice when completing these forms please do not hesitate to call us free from a landline on 0800 408 3847

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 PPI was not mis-sold they will reject the claim. If you receive a rejection from the bank it does not necessarily mean that you are not eligible for a refund. Charterhouse’s team of PPI 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). Unfortunately, FOS have received so many complaints that they have a large backlog which means decisions can be delayed for up to 2 years.  The good news is that we have a very good track record of winning claims submitted to FOS.

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

Most of the Lenders will require you to sign a form accepting the offer and most will then pay out within 4 weeks. It is most likely that the compensation will be paid directly to you either by cheque or directly into your account. Charterhouse Claims will invoice you for our service which is 20%+VAT of any financial benefit you receive. These fees are only due once you have been paid.

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

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There is no upfront fee or charge for this service unless Charterhouse 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.

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