Simple & Transparent
How It Works
We have made the process as straightforward as possible. Here is exactly what happens from the moment you get in touch to the resolution of your complaint.
- 01
Introductory Call
A call with one of our team to talk through your circumstances and gather the information we need.
- 02
Read
Read through the attached Terms of Engagement and Letter of Authority. These documents give us your permission to pursue all lines of enquiry and liaise with the firm that advised you, and the Financial Ombudsman Service, on your behalf.
- 03
Sign the Terms
If you wish to proceed simply sign the relevant areas on the documents that will be provided to you.
- 04
Sign the Authority
Sign and complete our Letter of Authority, Service Summary, and Important Notice Customer Declaration.
- 05
Gather Evidence
Use our Document Checklist to gather supporting evidence: suitability letters, service-and-charge documents, statements, review notes, and any complaint or refund letters from the firm that advised you.
- 06
Send to Us
Post to The Wealth Claims Bureau, The Atrium, Ground Floor, 18–20 Frederick Street, Birmingham B1 3HE, or email to info@thewealthclaimsbureau.co.uk (legible copies only please).
- 07
Merits Consultation
Your Claims Administrator will confirm receipt and arrange a merits consultation with one of our Compliance Officers. If you are happy to continue, your complaint is submitted after the 14-day cooling-off period.
- 08
Relax
Sit back, safe in the knowledge that your complaint is being handled by professionals. We update you within 10 days of any material change and at least every 6 months.
Typical Timeline
What to Expect
Every case is different, but here is a rough guide to timings.
- Enquiry to first call
- Within 1–3 working days
- Review to complaint submission
- Typically 2–4 weeks
- Complaint to outcome
- Approximately 8–26 weeks
Common Questions
Frequently Asked Questions
Who are you, and are you regulated?
Wealth Claims Bureau is a trading name of Vehicle Direct Redress Limited, regulated by the Financial Conduct Authority. We are a claims management company; we are not a law firm and do not provide legal, tax or investment advice.
Do I need to use a claims management company?
No. You can complain directly to the firm and, if you are not satisfied, refer it to the Financial Ombudsman Service for free. Our service is optional.
Can I claim myself for free?
Yes. You can complain directly to the firm and the Financial Ombudsman Service for free. We will always tell you if going direct, or accepting a firm’s own free offer, is the better option for you.
What does it cost?
There is no upfront fee. If your complaint succeeds and you receive money back, we charge a success fee within the FCA fee cap, plus VAT. There is no fee if there is no compensation. Every band is published on our fees page.
Do you guarantee I will get compensation?
No. We cannot guarantee any outcome. Each case depends on its facts, evidence and time limits.
Is there a cooling-off period?
Yes, 14 days to cancel at no cost after you sign up.
How long does it take?
Many complaints take around 8 to 26 weeks; cases referred to the Financial Ombudsman Service can take longer. Using us does not make the firm or the Ombudsman act faster. Our value is in careful case selection, evidence and complaint preparation.
What evidence do I need?
Usually statements showing charges, advice or suitability letters, any review correspondence, transfer paperwork, and any complaint or refund letters from the firm. We will tell you exactly what is needed, and can request documents from the firm on your behalf.
My investments lost money, can I claim?
If it is about investments simply falling in value, that is not usually something a complaint can be based on. But if the advice you were given was not suitable for your circumstances at the time, or you were paying for a service you did not receive, that is different. Get in touch and we will look at it.
The firm has already written to me about a review. Should I still use you?
You may already be entitled to a refund directly from them without needing a representative. If that is the better option for you, we will tell you so, and we will set out the cost and benefit before you sign anything.
Is it too late?
There are time limits, generally six years from the event, or three years from when you became aware of it, and six months from a firm’s final response letter. Whether they apply depends on your dates. If you have had a final response letter, the date on it is important, so it is worth acting soon.
I think I may be vulnerable or need support. Can you help?
Yes. Tell us if you need any adjustments, for example more time, a different format, or a trusted person to help, and we will support you.
How is my data handled?
Vehicle Direct Redress Limited is the data controller. We use your data to assess and pursue your complaint and only share it where necessary, for example with the firm or the Financial Ombudsman Service. See our privacy notice.
How do I complain about your service?
See our complaints procedure. If you are unhappy with how we handle your complaint, you can refer it to the Claims Management Ombudsman, part of the Financial Ombudsman Service, for free.
Are you ready to explore a claim?
There is no cost and no obligation. Tell us what happened and we will give you an honest view of your options, including the free direct route.
See if we can help, free and with no obligation
Please enquire and let's see how we may be able to help you.