How long will my claim take?

What are Target Resolution Dates (TRDs)?

A TRD is an estimate for when we expect to make a decision on a claim. TRDs are designed to help give customers and their representatives clearer expectations for a claim’s progress. They reflect the typical timescales published on our website and are reviewed regularly.

In general, how long will my claim take?

• Most FSCS claims take between five months and one year, depending on the type of claim.
• Some claims may take longer if they are complex or require further investigation.

FSCS will investigate your claim as quickly as possible.

Why has FSCS introduced TRDs?

We introduced TRDs to improve transparency and support the timely progression of claims. TRDs help us to prioritise work effectively. This makes sure that we focus on the oldest claims and those where customers have additional care needs.

Do TRDs guarantee a final decision by that date?

No. TRDs are targets, not guarantees. Across the overall claims population 90% of decisions made in the last six months have been made within the TRD. However, some factors may cause claims to take longer. These exceptions should be minimal. TRDs help us manage expectations by providing a clear estimate.

How often do you review TRDs?

We review TRDs on a quarterly basis. These reviews may lead to changes in the timescales, including adjustments to reflect changes in claim volumes, complexity or operational improvements. We will share any significant updates on this page of our website.

How do you calculate a TRD?

TRDs are based on the typical time we need to assess a claim of that type. For some claims, the TRD may be extended, for example if the claim becomes inactive or if more investigation is needed.

What happens if a claim becomes inactive and is later reopened?

If a claim is inactive for less than six months, the original TRD is extended by the period of inactivity, plus an additional three months to allow time to obtain or refresh any supporting evidence needed to assess the claim.

If a claim is inactive multiple times, the three-month extension is applied each time.

Where a claim is inactive for 14 days or less, no new or revised TRD is applied

If a claim remains inactive for more than six months, it is treated as a new claim and receives a new TRD based on the date it is reopened.

Why is additional time added when a claim is reopened?

Supporting evidence can expire during periods of inactivity. The additional time allows us to obtain updated information and assess the claim accurately. FSCS currently applies a standard three-month extension for claims reopened after a period of inactivity of more than 14 days and up to six months. This approach is reviewed regularly, and we work with all parties involved to obtain information as quickly as possible.

Impact on customers in vulnerable circumstances

• Why is the same three‑month extension applied to claims flagged as vulnerable?
  
  Customers in vulnerable circumstances may have additional priority. However, we still need time to receive the evidence we need. If the information is returned quickly, we would expect to issue a decision before the TRD.
  
  
• Should these customers receive a shorter or adjusted extension?
  
  We will review this as part of the quarterly review.

Why can’t FSCS share the TRD for my claim from before April 2026?

• This is an internal tool that is supporting prioritisation and efficiency, that we have tested and are able to share in relation to claims submitted in this financial year and beyond.
• Prior to 1 April 2026 we were testing, learning and refining the tool.
• As we roll out TRDs on claims received since 1 April 2026 and further share dates with customers and their representatives, claims pre-1 April 2026 are being worked as per the timescales set out above i.e. after leaving the status of "firm investigation underway" most customers get their claim decision within 12 months from this point.
• Investing time and resource in looking back at TRDs from the last financial year is not an efficient use of our time, time we can use to complete more claims.

My claim has been showing the same status for a while, why is that?

You might notice that your claim stays at "evidence required" or "reviewing evidence" for a number of weeks. This may be because:

• We're waiting for information from a third party.
• Your claim is being reviewed by another team.
• We need specialist advice.

These checks can take several weeks or months depending on complexity.

How do Emerging Issues (EIs) affect TRDs?

EI timescales were reduced from 12 months to nine months (a 25% reduction) in April 2026.

If a claim is subject to an EI investigation, we currently add an extra nine months to the TRD. This allows time for research and process development. The EI timescale is reviewed quarterly as part of our overall TRD review. 

We can also confirm that a new TRD will not be given if a claim is at EI/Firm Investigation Underway for fewer than 14 days.

Where an EI is resolved within the nine-month target the TRD is updated for the actual time spent at EI investigation rather than the nine months.

What are Emerging Issues (EIs)?

EIs are situations where FSCS identifies new types of claims or firm failures. We cannot assess these claims using existing processes. This is often due to novel products, legal considerations or new information. Our EI team investigates the issue and develops or updates an assessment approach.

Why have claim timescales been longer for some products such as pensions and SIPPs?

These claim categories have seen increased complexity and often require detailed firm‑level investigations. Many of these investigations fall under Emerging Issues, which extend assessment times. We expect some of this pressure to ease slightly over the next financial year.

For pension claims specifically, FCA guidance means that we complete our calculations using quarterly valuations. However, many claims require information from multiple providers. It can be challenging to align this data. This means that we often need to refresh the data. This leads to increased claim resolution timescales. For example, Provider A responds promptly in the quarter but Provider B supplies the information we need on the last day of the quarter. This gives FSCS little or no time to complete our calculations.

We regularly work with third party providers to improve response times and reduce the need to refresh data.

How are claims prioritised?

We use TRDs alongside customer care needs to decide the order in which we review claims. This helps to make sure we focus on both our oldest claims and customers who may need additional support.

Will TRDs change over time?

Yes. TRDs will evolve as we continue improving our processes and as claim numbers and complexities change. We are committed to regularly reviewing and reducing timescales where possible.

What should customers or representatives do if they have concerns about a TRD?

If you believe your claim has specific circumstances that may affect its prioritisation such as customer care needs, please email claims@fscs.org.uk in the first instance.

The table below gives an idea of the amount of time it is likely to take from completing your application to receiving a decision.

 

Claim type	Most customers get their decision within
Pensions	12 months
Investments	10 months
Payment protection insurance (PPI)	5 months
Mortgages and home finance	5 months

These timescales are an estimate based on the number and type of claims we received prior to 31 March 2026.

In some cases, we need to investigate the firm you’re claiming against more broadly before we can look at your individual claim. This could be because we’re checking its financial status or looking into its activities. 

Complex firm investigations are required when FSCS encounters claims or firm failures that can’t be assessed through existing processes. Often this is due to new issues, products or legal considerations. We will investigate the firm or issue and design or update the assessment approach.

If this happens: 

• Your claim will be marked as ‘Firm investigation underway’. 

• Complex investigations can take many months and are not included in the timescales listed on this page.

• Once the firm investigation is complete, your claim will move to ‘Claim in progress’.

• Your claim can then be reviewed using the new approach agreed. The timescales listed on this page apply from this point.

If you've already made a claim, you can check its progress at any time by logging in to your account. We’ll keep you updated with emails and phone calls where possible. Once we’ve reached a decision, you’ll get a letter to explain it by email or post.

My claim has been showing the same status for a while, why is that?

You might notice that your claim stays at ‘evidence required’ or ‘reviewing evidence’ for a number of weeks. This may be because:

• We're waiting for information from a third party.
• Your claim is being reviewed by another team.
• We need specialist advice.

These checks can take several weeks or months depending on complexity.

Find out more about our claims process and the different statuses you may see during your claim. Listen to the podcast below to find out how you can stay updated on your claim.