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Getting the decision
Appealing a rejection
Payment queries

Existing customers

We know that once you’ve started a claim, you might have some questions about how things are going or what happens next. We’ve answered our most frequently asked questions below – but if you still need help then don’t hesitate to get in touch with your Writefully Yours adviser who’ll be happy to help.

Frequently Asked Questions

How long will my claim take?

Once we’ve got all your signed documents back along with any additional information you can provide, we’ll submit your claim to the lender/bank. We’ll let you know once this is done. Once it’s lodged, they have eight weeks to get back to us.
Each claim varies depending on the lender/bank, so we can advise you a likely time based on your own circumstances.
Every case is different and the payout time will vary depending on when you took out the loan or credit card, opened or upgraded the bank account, what paperwork you have and how quickly the lender/bank or insurance provider replies.

What happens if my case is upheld?

If your lender/bank has upheld your claim, this means they’ve found in your favour and will be making you an offer of compensation. Congratulations on a successful claim!
You’ll receive a letter confirming the outcome. Please get in touch with us to discuss the amount you’ve been awarded as we can check it’s correct, that you’re getting the full amount you should be and talk you through the next steps.

What happens if my case is rejected?

We’ll look into the reasons why your case was rejected, and if we think there’s a reasonable chance of the decision being overturned, we’ll discuss this with you. You can then decide whether you want us to escalate your case to the Financial Ombudsman Service (FOS) on your behalf. Again, we’ll take care of all the work for you.

In many cases there are good grounds for challenging the decision of the lender/bank if they’ve rejected your claim.

What is the Financial Ombudsman Service and what does it do?

The Financial Ombudsman Service (FOS) was set up to deal with complaints between consumers and financial businesses. It’s an impartial adjudicator and doesn’t get involved until the lender/bank has made its final decision and will review a rejected case on its merits. After it has carried out its investigations it has the power to overturn a rejection if it feels it was unfair.

Unfortunately there’s a long waiting list of cases, and investigations could take up to 24 months or even longer.

If your claim has been rejected by your lender/bank it has made its decision to not pay you any money. However if the FOS decides to overturn the rejection your lender/bank will have to make the repayment plus interest.

I've received a letter to say that I'm due a refund. What do I do now?

You need to get in touch with us as soon as possible, so we can check you are getting the correct amount – we’ll check you’re getting the full payment you’re due.

Call us free on 0800 954 6547.

Can the lender/bank use the claim money to pay off my arrears or outstanding debts?

It can, and it likely will. If your claim is successful your money will probably be put towards your debts. If your debt is larger than your award, this means you won't receive any cash payout but your arrears will be reduced. You’ll still need to arrange to pay us our fees.

My lender is withholding money due to an alternative policy being available. Why is this?

This could be due to something called Comparative or Alternative Redress.
When you took out your loan or credit account, there could’ve been an option for a cheaper form of protection.
The lender has decided that you might have taken out the cheaper policy for your loan or credit card. It’ll work out how much you would’ve paid for the cheaper insurance product at the time (based on what the regulator has set out) and then refund the difference.
If you’ve received a letter from a lender that tells you this, then please call us on 0800 954 6547 so we can advise you further.

How can I pay my fees?

Your fees can be paid by the following methods:

You can pay by card – Just give us a call us on 0800 230 0111

Cheque/postal order - Send us a cheque or postal order made payable to Writefully Yours

Post to: Writefully Yours
Fairclough House
Church Street

Bank Transfer to our account:

Writefully Yours
Sort code: 160018
Bank Account: 10920579
Quoting your reference number

If you are having difficulty paying your fees give us a call on 0800 230 0111 and we will be able to discuss your options.

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