Claim status explained

Below are the various statuses that a claim can go through.

Please note that depending on your claim type and financial product, your claim may not go through every stage described below.

Status	Description
Application incomplete	You're still in the process of completing your application.
Application cancelled	You have cancelled your application. To make a new claim, click on 'New Claim.'
Submitted	We have received your claim. How long your claim takes will depend on its type and complexity, and how quickly third parties respond to our information requests. We'll keep you updated as it progresses. See how long it's currently taking us to complete claims.
Application rejected	We can't investigate your claim because it doesn't meet our claim criteria, so it’s now closed. If you need help, please contact us.
No application received	We’ve closed your application because it’s now been incomplete for more than 90 days. If you want to reopen it please call us on 0800 678 1100.
Firm investigation underway	The firm or product related to your claim is a situation FSCS hasn't dealt with before. We're currently examing the background of the issue to understand its full circumstances. This means your claim is on hold until we complete our investigations, which could take at least 6 months. But we'll contact you every 8 weeks with an update on our progress. In the meantime you can subscribe to receive email updates on this firm by searching for it on our failed firms page.
Claim in progress	We believe we have all the information we need on your claim now. We're looking at that information to make a decision on your claim.
Reviewing evidence	We're looking at your application form and the documents you've sent us. We'll let you know if we need anything else.
Evidence required	We need more evidence so we can continue to investigate your claim. If we've asked third parties for this information you don't need to do anything. We'll chase this regularly for at least 8 weeks. You can view what we've asked for, and from whom, in the 'Claim documents and correspondence history' section on the "Claim Summary" page of your appliaction. Press 'Check my claim details' to access this.
Consulting another team	We’re getting specialist guidance to help with your claim. This may take some time, but we’ll progress your claim as soon as we can.
Completing calculation	We're calculating how much compensation, if any, you're due.
Under review	We're completing a final quality check on your claim and you should hear from us soon.
Payment generated	We've created a payment on your claim and will send it soon. This will be paid in line with the details provided in your application.
Assessment complete	We're completing our final internal checks on your claim and you should hear from us soon.
Claim complete	Your claim payment has cleared, so the claim is now complete. View your decision letter and how we calculated any compensation in the ‘Claim documents and correspondence history’ section on the “Claim Summary” page of your application. Press ‘Check my claim details’ to access this.
Claim rejected	We've rejected your claim. You can view our reasons for this in your decision letter in the ‘Claim documents and correspondence history’ section on the “Claim Summary” page of your application. Press ‘Check my claim details’ to access this.
No evidence received	We're yet to receive the evidence we asked for to support your claim. As soon as it’s received we’ll check if we can reopen your claim.
Processing payment	We’re processing a payment on your claim and you should receive it soon. This will be paid in line with the details provided in your application.
Payment generated	We've created a payment on your claim and will send it soon. This will be paid in line with the details provided in your application.
Payment sent	We've sent payment for your claim, and you should receive it soon. This will be paid in line with the details provided in your application.
Inactive	We have chased for evidence, but still haven't received what we need to continue your claim, so it is now inactive. To see the evidence we still need go to the 'Claim documents and correspondence history' section on the "Claim Summary" page of your application. Press 'Check my claim details' to access this. If we receive what we need, we'll continue your claim.