clarityclaims / How it works
Three steps for you. A lot more from us.
Your side of the process takes minutes. Ours takes months of chasing, evidence and casework. That's the job. Here's the whole picture, including how long things really take.
How the process works
Three steps, honest timescales, and one person looking after you throughout.
We check, for free
Tell us about your transfer and we review whether the advice looks unsuitable. All we need is your provider's name and roughly when you transferred.
We build your claim
If you have a case, we gather the paperwork and submit the claim to the firm. You do nothing. We chase, and you get plain-English updates.
You get what's yours
If your claim succeeds, our fee is a capped percentage of what you get back, shown to you before you commit. If it doesn't, you pay nothing.
What happens behind the scenes
“We chase, you get updates” covers a lot of work. This is what it actually involves.
We gather the evidence
With your permission, we request your file from the firm that advised you and your pension provider: the paperwork that shows what you were told, and what you weren't.
We assess it against FCA rules
Advisers must prove a transfer was suitable for you. We check the advice against the rules that applied at the time: risk warnings, fee disclosure, your circumstances.
We make the case
We set out exactly how the advice fell short and what it cost you, and submit it to the firm, or to the Financial Ombudsman or FSCS if the firm has failed or refuses.
We see it through
If the first answer isn't right, we escalate. You get updates in plain English at every stage, and a named handler who knows your file.
Honesty first: firms have 8 weeks to respond to a complaint (FCA Handbook, DISP 1.6), the Financial Ombudsman can take months beyond that, and complex SIPP cases can take a year or more. We’ll never pretend otherwise, but you’ll never have to chase us to find out where things stand.
Honest about the deal
Checking is free. If your claim succeeds, our fee is never more than 25% + VAT of what you get back, and on larger recoveries the FCA’s caps bring it lower still. We show you the exact amount before you commit to anything.
If your claim is unsuccessful, you pay nothing. You can also claim yourself, for free, through the firm, the Financial Ombudsman Service or the FSCS.
One exception to “nothing”: you can cancel free of charge within 14 days of signing. If you cancel after that and we’ve already done substantive work on your claim, we may charge a reasonable amount for the work done, based on the time spent. It is set out in our terms and always explained to you first.
| What you get back | Our fee | Never more than |
|---|---|---|
| Up to £1,499 | 25% + VAT | £420 |
| £1,500 – £9,999 | 25% + VAT | £2,500 |
| £10,000 – £24,999 | 25% + VAT | £5,000 |
| £25,000 – £49,999 | 20% + VAT | £7,500 |
| £50,000 and over | 15% + VAT | £10,000 |
“Never more than” amounts are the FCA’s fee caps, excluding VAT. Our fee is always the lower of our rate and the FCA cap for your band. Source: FCA Policy Statement PS21/18, in force since 1 March 2022.
Questions, answered plainly
How do I know if I was mis-sold?
Common signs: you felt rushed, the risks or fees weren't explained, or you were promised returns that sounded too good. You don't need to be sure. Tell us what happened and we'll check for free.
What does it cost?
Checking is free, and there's nothing to pay if your claim doesn't succeed. If it does, our fee is never more than 25% + VAT of what you get back, and less on larger recoveries, where the FCA's caps apply. We show you the exact figure before you commit.
Source: FCA Policy Statement PS21/18 (the claims management fee cap)
How long does a claim take?
Most claims take several months; complex ones can take longer. We'll give you a realistic estimate at the start and keep you updated at every step. We won't pretend it's quicker than it is.
Do I need my old paperwork?
No. It helps if you have it, but we can request the records from your pension provider and the firm that advised you.
Can I claim without using you?
Yes. You can complain directly to the firm, and refer it to the Financial Ombudsman Service or the FSCS yourself, for free. Some people prefer us to handle it. That's the service you're paying for.
Will this affect my credit score?
No. Checking your eligibility and making a claim have no effect on your credit score.