Regulatory & Consumer Information
Last reviewed: August 2026
ClaimPals is committed to operating transparently and responsibly. This page explains who we are, the regulatory status of our business, the services we provide, how referrals to regulated professionals work, and the choices available to consumers.
ClaimPals is a trading name of The Claims Experts Ltd. The Claims Experts Ltd is a company registered in England and Wales.
ClaimPals is a trading name and brand operated by The Claims Experts Ltd. It is not a separate legal entity.
The Claims Experts Ltd is authorised and regulated by the Financial Conduct Authority (FCA) as a Claims Management Company.
Our FCA permissions apply to the regulated claims management activities for which The Claims Experts Ltd is authorised. Consumers and prospective partners can verify our regulatory status through the FCA's official register.
We do not suggest that ClaimPals is a law firm, nor do we present ClaimPals as a separate FCA-authorised legal entity. ClaimPals is the trading name through which The Claims Experts Ltd provides its services.
The Claims Experts Ltd is registered with the Information Commissioner's Office (ICO) for data protection purposes.
We take the protection of personal information seriously and operate our services in accordance with applicable UK data protection legislation, including the UK GDPR and Data Protection Act 2018. For more information about how we collect, use and protect personal information, please see our Privacy Policy.
ClaimPals is a consumer claims and redress platform. Our role is to help consumers understand whether they may have a potential claim or complaint and, where appropriate, assist them in pursuing a potential route to redress.
Depending on the circumstances, this may include:
Our services may cover different areas of consumer redress, depending on the current scope of our business and the regulatory permissions applicable to the relevant activity.
ClaimPals is not a law firm and does not provide legal advice.
Where a matter requires legal advice, legal representation or specialist services outside the scope of our own regulatory permissions, we may work with or refer consumers to an appropriately authorised and regulated solicitor, law firm, claims specialist or other professional. The relevant regulated partner will be responsible for the regulated services they provide to the consumer.
Where a referral is appropriate, we will explain this to the consumer and provide relevant information about the organisation they are being referred to.
Where ClaimPals identifies that a consumer may benefit from specialist assistance, the consumer may be offered the opportunity to be introduced or referred to an appropriate regulated partner.
A referral does not mean that a consumer is required to use that partner. Consumers should have sufficient information to make an informed decision about whether they wish to proceed. Where appropriate, the receiving partner will carry out its own assessment of the circumstances and will explain the services it can provide, together with any applicable terms, fees and contractual arrangements.
The consumer is not required to proceed simply because they have completed an eligibility check or spoken to ClaimPals.
We believe consumers should be able to make informed decisions about how they pursue potential redress. Using ClaimPals or a claims management company is not compulsory.
Depending on the type of complaint or claim, consumers may be able to:
Consumers should consider which route is most appropriate for their individual circumstances.
Consumers do not always need to pay a claims management company to pursue a complaint. For many financial complaints, consumers can contact the relevant business directly. If a complaint cannot be resolved with the business, the consumer may, where eligible, be able to refer the complaint to the Financial Ombudsman Service (FOS).
The Financial Ombudsman Service provides an independent dispute resolution service and may be available without the consumer having to appoint a claims management company. Consumers should check the applicable eligibility requirements and time limits directly with the Financial Ombudsman Service.
If a consumer has complained directly to a financial business and is unhappy with the final response, they may have the right to refer their complaint to the Financial Ombudsman Service. The applicable time limits depend on the circumstances of the complaint, and consumers should check the current rules and eligibility requirements directly with the Financial Ombudsman Service.
Using a claims management company is not a requirement for making a complaint to the Financial Ombudsman Service.
Our initial eligibility assessment is free. Where a consumer chooses to proceed with a claim management service, applicable fees will depend on the type of claim and service being provided. Any applicable charges will be explained before the consumer enters into a contractual agreement with us or the relevant regulated partner.
Where a service is provided on a No Win, No Fee basis, this does not necessarily mean that every circumstance is entirely free of charges. For example, cancellation provisions or other charges may apply in circumstances explained in the relevant terms and client agreement. Consumers should read their agreement carefully before proceeding.
Full information about applicable charges is available on our Fees & Charges page.
There is no charge for completing our initial eligibility check. Completing an eligibility check does not, by itself, create an obligation to proceed with a claim. If a consumer subsequently decides to instruct ClaimPals, The Claims Experts Ltd or one of our regulated partners, the applicable terms and fees will be explained before the relevant agreement is entered into.
Consumers have cancellation rights which will depend on the service and agreement entered into. Where applicable, consumers will be provided with information about their statutory cancellation rights and any relevant cooling-off period before entering into a contract.
Consumers may also be able to cancel after the cooling-off period, although charges may apply depending on the circumstances and the work already undertaken. The specific cancellation provisions applicable to a consumer will be contained within their terms and agreement. Consumers should refer to their agreement or contact us if they require clarification.
We aim to provide a high standard of service. However, if a consumer is unhappy with any aspect of our service, they have the right to make a complaint.
Complaints will be handled in accordance with our complaints procedure and applicable FCA requirements. A complaint should normally be raised with us in the first instance so that we have the opportunity to investigate and resolve the matter. Further information, including how to submit a complaint and what happens after a complaint is received, can be found on our Complaints page.
Where applicable, consumers may have the right to refer an unresolved complaint to the relevant independent complaints or dispute-resolution body.
We collect and process personal information only for legitimate and appropriate purposes connected with providing our services, assessing eligibility, administering claims, communicating with consumers and complying with our legal and regulatory obligations.
Where information needs to be shared with a regulated partner to provide a service or progress a potential claim, this will be explained to the consumer and handled in accordance with applicable data protection requirements. We do not sell consumers' personal information.
For full information about how personal information is collected, used, shared, retained and protected, please see our Privacy Policy.
Depending on the nature of a consumer's circumstances, ClaimPals may work with or introduce consumers to appropriately regulated and authorised third parties. These may include:
The regulatory status and scope of permissions of any relevant partner should be considered before a consumer enters into an agreement with that organisation. Where a partner takes responsibility for providing a regulated service, the partner's own terms, fees, complaints procedure and regulatory obligations will apply to that service.
Completing an eligibility assessment does not guarantee that a consumer has a valid claim or will receive compensation. Any indication that a consumer may be eligible is based on the information available at the time of assessment. The final outcome of a complaint or claim depends on the individual circumstances, the evidence available, the relevant legal and regulatory rules, and the response of the business or organisation against which the claim is made.
Before instructing a claims management company or other professional, consumers should consider whether they can pursue their complaint themselves or through another appropriate route. Consumers should:
We believe consumers should have access to clear information so they can make an informed decision.
This page is also intended to provide prospective commercial partners, solicitors, regulated firms, introducers and other professional organisations with a clear overview of the ClaimPals operating structure.
The Claims Experts Ltd operates ClaimPals within the scope of its applicable regulatory permissions and works with appropriately regulated third parties where specialist services are required. Any commercial referral or introducer arrangement is subject to the relevant regulatory, legal, data protection and compliance requirements.
Please see the following pages for further information:
These documents should be read alongside this Regulatory Information page.
ClaimPals is a trading name of The Claims Experts Ltd. The Claims Experts Ltd is registered in England and Wales under company number 11600861 and is authorised and regulated by the Financial Conduct Authority as a Claims Management Company under FRN 836692. The Claims Experts Ltd is also registered with the Information Commissioner's Office under data protection registration number ZA477153.
Regulatory status and permissions can change. The FCA Register should be used to verify our current regulatory status and permissions.
Last reviewed: August 2026
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