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    2024-05-19

SUP 16 Annex 45A Annual Claims Management Report form

SUP 16 Annex 45ARR

1CMC001: Key data for Claims Management

Currency: Sterling only

Units: integers

A

Group reporting

1

Does the data reported in this return relate to more than one firm? (NB: You should always answer “No” if your firm is not part of a group)

2

If “Yes” then list the firm reference numbers (FRNs) of all of the additional firms included in this return.

Nil return

3

Do you wish to report a nil return?

Firms answering ‘yes’ are not required to complete the remaining questions.3

4

Over the reporting period, how many employees did the firm have on average?

5

How many employees left the firm (for any reason) during the reporting period?

6

What was the firm’s annual employee turnover rate during the reporting period?

7

What was the total remuneration paid to the firm’s employees over the reporting period?

8

What was the total amount of variable remuneration paid to the firm’s employees over the reporting period?

9

How does the firm charge fees to its customers?

10

What was the total annual income for all regulated claims management activities, as defined in FEES 4 Annex 11AR for the purposes of FCA fees reporting (see guidance in FEES 4 Annex 13G)?

Profit and loss account (over reporting period)

11

What was the firm’s income from seeking out, referrals and identification of claims or potential claims?

12

What was the firm’s income from all regulated claims management activities?

13

What was the firm’s income from all regulated activities?

14

What was the firm’s income from activities which are not regulated activities?

15

What was the firm’s total income, including from activities which are not regulated activities?

16

What was the firm’s expenditure in respect of all regulated claims management activities?

17

What was the firm’s expenditure in respect of all regulated claims management activities (excluding expenditure of the sort listed in CMCOB 7.2.8R(2)(b))?

18

What was the firm’s operating profit from regulated claims management activities?

Balance sheet (as at end of reporting period)

19

What was the value of the firm’s total assets (fixed and current)?

20

How much cash did the firm hold?

21

What was the value of the firm’s other current assets?

22

How much did the firm owe in overdrafts and bank loans due within one year?

23

What was the value of the firm’s current liabilities (other than overdrafts and bank loans)?

24

What was the value of the firm’s total (current and non-current) liabilities?

25

What was the value of the firm’s current assets less the value of its current liabilities?

26

What was the value of the firm’s total assets less the value of its current liabilities?

Prudential resources

27

What level of prudential resources did the firm hold at the end of the reporting period (as calculated in CMCOB 7.3)?

28

Was the firm a Class 1 firm or a Class 2 firm (as defined in CMCOB 7.2.5R) at the end of the reporting period?

29

What was the firm’s overheads requirement (as calculated in CMCOB 7.2.8R) as at the end of the reporting period?

30

As at the end of the reporting period, was the firm’s overheads requirement (as calculated in CMCOB 7.2.8R) greater than the amount set out in whichever of CMCOB 7.2.6R(1)(a) or 7.2.7R(1)(a) was applicable to the firm?

31

Did the firm hold client money at any point during the reporting period?

32

What was the firm’s prudential resources requirement (as calculated in CMCOB 7.2.6R and 7.2.7R) as at the end of the reporting period?

33

Did the firm have a prudential surplus or deficit at the end of the reporting period?

34

What was the amount of the prudential surplus or deficit at the end of the reporting period? 3

3

3

3

3

3

3

3

3

3

3

3

3

Relevant Connections3

These questions are for firms carrying on or which have4 permission to carry on: seeking out, referrals and identification of claims or potential claims; and/or4 advice, investigation or representation in relation to a financial services or financial product claim.3

335

Is the firm providing notification of individuals, as per CMCOB 2.1.21R?

Yes / No

If the answer to question 35 is yes, please complete the following information:

336

Where CMCOB 2.1.21R(3) applies to the individual:

the name of the individual

the individual’s role in the firm providing the notification

the name of the firm at which the FSCS-eligible activity was carried on by the individual

the individual’s role at the firm at which the FSCS-eligible activity was carried on

the date that role started

the date that role ended

337

Where CMCOB 2.1.21R(5) applies to the individual:

the name of individual A

the individual A’s role in relation to the firm providing the notification

the name of individual B

the relationship between individual A and individual B

the name of the firm at which the FSCS-eligible activity was carried on by individual B

the individual B’s role at the firm at which the FSCS-eligible activity was carried on

the date that role started and

date that role ended

3The remaining questions are only for firms that have permission for one or more of:

advice, investigation or representation in relation to a personal injury claim;

advice, investigation or representation in relation to a financial services or financial product claim;

advice, investigation or representation in relation to a housing disrepair claim;

advice, investigation or representation in relation to a claim for a specified benefit;

advice, investigation or representation in relation to a criminal injury claim; and

advice, investigation or representation in relation to an employment-related claim.

Professional Indemnity Insurance

383

Does the firm have permission for advice, investigation or representation in relation to a personal injury claim?

393

Did the firm have a professional indemnity insurance policy in place for advice, investigation or representation in relation to a personal injury claim as at the end of the reporting period?

If yes, please complete questions 40 to 46:3

340

Who is the underwriter of the insurance?

341

What is the policy renewal date?

342

Have the minimum terms of the policy been reviewed in the last five years?

343

What is the amount of the limit of indemnity (liability) for any single claim?

344

What is the amount of the limit of indemnity (liability) for claims in the aggregate over the policy period?

345

What is the amount of the excess (or deductible) that would be applicable for any one claim?

346

Has the identity of the insurance provider or the terms and conditions of the insurance policy changed from the content of the last Annual Claims Management Report form submitted to the FCA?

Client Money

473

What was the highest balance of client money held by the firm at any point during the reporting period?

483

In relation to the balance reported for question 473, for how many different customers did the firm hold client money?

493

For how many different customers did the firm hold client money for a period longer than two business days?

503

For how many different customers did the firm hold client money for a period longer than five business days?

513

What was the longest period of time for which the firm held client money for a customer?

3

3

3

Third-party Lead Generators

523

How many leads did the firm purchase from lead generators during the reporting period?

3

If you have provided a figure in response to question 523, provide the following details in respect of the three lead generators from which the firm purchased the most leads during this reporting period in response to 53 to 553:

Name

Postal address

Email address

Does supplier use overseas facilities (e.g. a call centre)?

Number of leads purchased from supplier over reporting period

Average cost per lead purchased from supplier over reporting period

533

3

543

3

553

3

563

How many leads did the firm supply to a third party? (include all the occasions on which the firm passed a customer, or details of a customer or claim, to a third party)

Product Data3

357

What was the average fee charged by the firm, during the reporting period in respect of a claim?

How was the firm’s regulated claims management activity divided among the following areas of work? Please complete 58 to 77 below:3

Revenue

Number of claims where lead obtained from lead generator

Number of claims pursued

Number of successful claims

Number of claims halted or not taken forward because: no good arguable base (left hand column), suspected fraud (middle column), or being frivolous or vexatious (right hand column)

financial services or financial product claims

583

Payment protection insurance

593

Packaged bank accounts

603

Investments

613

Payment card or bank charges

623

Mortgages

633

Consumer credit

643

Pensions, including SERPS

653

Interest rate swaps and hedging products

663

Other (please specify)

personal injury claims

673

Holiday sickness

683

Road traffic accidents (excluding whiplash)

693

Slips, trips and falls (excluding accidents at work)

703

Accidents at work

713

Clinical negligence

723

Whiplash

733

Other (please specify)

744 3

housing disrepair claims

754 3

claims for a specified benefit

764 3

criminal injury claims

774 3

employment-related claims

3

Of the above types of claim, which three saw the largest percentage change in number of successful claims? Please complete 78 to 80 below:3

Type of claim

Percentage change

784

3

794

3

804

3

3

2

3

2
2

3

3

2

3

3

3

3

3

3

3

3

3

3

3

3

3

3

3

3