Mis-Selling Claims FAQ

• How would I know if I was mis-sold my endowment policy?
• How long does a mis-selling case take to resolve?
• Should I wait to see if my situation improves or is there a deadline for complaining?
• Does it make a difference if the policy was cashed in\surrendered, sold, or the policy term as now ended?
• If my complaint was turned down do I get a second chance?
• Can I not make my own complaint?
• How much will I get?
• Am I guaranteed to get compensation?
• Can I go straight to the Ombudsman?
• What if my endowment is now used just for savings and not linked to a mortgage?
• Am I unable to claim because I bought the policy before 1988?

How would I know if I was mis-sold my endowment policy?        back to top

Up to 60% of endowment policies may have been mis-sold, according to a Treasury Select Committee Report. There are strict time limits within which complaints must be lodged. The FSA (Financial Services Authority) says policyholders have three years from their first warning letter to lodge a complaint.

There could be other issues which may be worth discussing, the questions above are not entirely conclusive.

How long does a mis-selling case take to resolve?        back to top

The financial regulator (the Financial Services Authority) has told endowment issuers that they should assess claims within eight weeks. Life Offices presently have so many complaints to deal with that they are finding it difficult to meet this target. They are employing extra staff in an effort to clear as much back log as possible. The claims specialist will monitor the process closely and will nudge the Life Office where they find they are lagging unnecessarily. For more information please read The Claims Process

Should I wait to see if my situation improves or is there a deadline for complaining?        back to top

You should act now. The financial services regulator, the FSA, has laid down rules that allow endowment companies to time bar complaints. Life Offices under guidance from the FSA have generally allowed a three year claims period from when you should have realised there was a problem (which is usually taken to be when you receive a letter from your endowment company projecting a severe or possible shortfall at your endowment's maturity - called a 'Red or Amber Letter') or within six years of when your endowment was sold to you.

Does it make a difference if the policy was cashed in\surrendered, sold, or finished?        back to top

No. So long as you can provide evidence that you were the policyholder and that you were mis-sold the policy you can claim compensation. A time limit of three years from the sale date may apply.

If my complaint was turned down do I get a second chance?        back to top

You generally have one chance to complain. However if your complaint was not upheld claims handlers have had cases where they have appealed successfully to the ombudsman. They will need to see copies of all communication.

How much will it cost me?        back to top

Our recommended claims partner operates a  "No-Win, No-Fee" service, they will undertake to do all the work to review, calculate, present your case, manage feedback, appeal if necessary and chase-up your claim. You only pay a fee when they have successfully secured compensation for you - and then 25% (plus VAT where applicable) of the claim settlement amount will be their fee.

Can I not make my own complaint?        back to top

You can make your own complaint. As with all complaints, a professional can come in handy. A claims handler will take all the worry and doubt out of making a complaint. They will ensure that the amount calculated in compensation is correct, and that your case is properly represented. The claims industry says that complaint handlers have a higher success rate than self-handled complaints and can often claim a higher and more accurate amount for compensation for the policy sometimes even offsetting their commission. It is your choice, being in a position where only one appeal can be made to the Ombudsmen, you have to consider carefully whether you believe you have a good chance making a successful claim yourself or leaving it to a professional, with a good track record. If you do the claim yourself we advise to research the subject very well, to ensure you get your full entitlement. Lastly if doing it yourself means that you will keep putting off the claim because your too busy, then perhaps consider giving it to a claims handler even if you have the knowledge, since there is a time limit in which you can make a claim, so don't put it off too long, otherwise you will loose your entitlement.

How much will I get?        back to top

The method of calculation is complex, but essentially it looks to put you back into the financial position you would now be in if you had selected a repayment mortgage rather than an endowment. Whilst the current endowment policy value does form part of the calculation, it is important to realise that any compensation figure is likely to bear little resemblance to a "shortfall projection" you might have been quoted. 

Am I guaranteed to get compensation?      back to top

There can be no absolute guarantee that you'll get compensation, or how much you might get. The claims professionals will qualify your claim first and only present cases where there is a strong likelihood of success. Remember too, the claims handlers only get paid if they successfully secure compensation for you so it is in everyone's interest to fight for the compensation you are entitled to.

Can I go straight to the Ombudsman?         back to top

No - there are very clear rules laid down by the Regulators about how complaints and claims must be handled. The Company who is responsible for the advice must be given the opportunity to settle the case first. But you do of course retain the right to go to the Ombudsman subsequently if the claims company or you are not happy, or don't agree, with the Company's decision.

What if my endowment is now used just for savings and not linked to a mortgage?        back to top

You have the same rights to complain, although the compensation calculation may be different.

Am I unable to claim because I bought the policy before 1988?        back to top

It is true that the claims process is a lot less straightforward on policies bought before the introduction of the Financial Services Act in 1988. However, some Companies have voluntarily agreed to review such cases so it is certainly worth submitting your enquiry.