Making a Claim

You can make a claim if your agent is a member of CMP
If you have any concerns about the security of your money and have been unable to establish contact with our member or settle the matter with them, you should contact us and follow our compensation procedures.

  • You will need to report the incident to your local police station and obtain a Crime Reference Number.
  • You will need to submit our Compensation Form and enclose any supporting evidence in relation to your claim.

Once we receive your Compensation Form, CMP will investigate the circumstances and ascertain whether your letting agent has indeed taken your money. Until we have undertaken this investigation we cannot release any compensation to you.

Download the Claim Form


Submit your Claim Form



Please enter your email address in the field below if you would like a confirmation email:



Or email your form via claims@clientmoneyprotect.co.uk

FAQs - Consumers

All government authorised client money protection scheme should have a member list/ search facility on their website. You can search our member list here: https://www.clientmoneyprotect.co.uk/Consumer/Members

You can call us on 0333 321 9414 or check our members list here on our website

No, CMP does not act on behalf of the letting agent. It is an independent membership body that provides the protection of client money whilst held by its members and the Scheme insures its liability for the payment of any claims

CMP does not offer a ‘for whatever reason’ guarantee. The guarantee extends only to loss by theft of client monies by the principle or owners of the business. For the purpose of doubt, theft means the dishonest obtaining of money with the intention of permanently depriving the client of such money. When considering whether a claim under the guarantee is valid or not, CMP will need to ascertain whether theft of client monies, and therefore a crime, has taken place. CMP will not accept claims where the agent merely refuses to return monies and those monies are clearly still in the custody and control of the agent.

The main exclusions are as follows: 1. Theft of client monies by an employee of the business. CMP is designed to protect clients from theft of money by the owner of the business. Theft of client monies by an employee of the business is still the responsibility of the employer and therefore it is the responsibility of the employer to protect the business against this type of risk. CMP requires all its members to hold Professional Indemnity Insurance that will pick up this type of theft. Landlords and tenants will be directed to make a claim against the letting agents’ PI policy. 2. Theft of monies by the owner owed to another owner. CMP will not pick up any claims where one business owner misappropriates monies owed to another owner. 3. Theft of monies by a third party. CMP will not honour any claim where theft of client monies is undertaken by any person not connected with the letting agent. For example, monies held by tradesmen, financial institutions or other businesses. 4. Theft of monies already protected/held by an authorised Tenancy Deposit Protection Scheme. CMP will not pick up claims which relate to tenant’s deposits that are protected by a government authorised tenancy deposit protection scheme, whether the scheme is a custodial scheme or insured-based scheme. CMP will only honour claims if the deposit schemes’ Membership Rules are exhausted or not applicable e.g. the deposit was never protected or the scheme cannot or will not honour the protection of the deposit. If the deposit is clearly protected, or held in a custodial scheme, the claimant will be directed back to the relevant deposit protection scheme. CMP will not accept claims from an authorised Tenancy Deposit Protection scheme to offset its liability.

Complaints can only be made about the process or service provided by CMP. The majority of complaints will be dealt with within 5 workings days. Please see the CMP Complaints Procedure.

With effect from April 1st 2019 all residential letting and property management agents in England are required to have membership with a government authorised client money protection provider.

You should report the agent to their local trading standards office for them to investigate

Please contact the claims team on 0333 321 9414 who will be happy to assist.

CMP is designed to protect clients from theft of money by the owner of the business. Theft of client money by an employee of the business is still the responsibility of the employer and therefore it is the responsibility of the employer to protect the business against this type of risk. CMP required all its members to hold professional indemnity insurance that will pick up this of theft. landlords and tenants will be directed to make a claim against the letting agents' PI policy.

CMP will not pick up any claims where one business owner misappropriates money owed to another owner

CMP will not honour any claim where theft of the client money is undertaken by any person not connected with the letting agent. For example: money held by tradesmen, financial institution or other business.

CMP will not pick up claims which relate to tenant's deposits that are protected by a government authorised tenancy deposit scheme, whether the scheme is a custodial or insured scheme. CMP will only honour claims if the deposit schemes' Membership rules are exhausted or not applicable. For example: The deposit was never protected or the scheme cannot or will not honour the protection. If the deposit is clearly protected, or held in a custodial scheme, the claimant will be directed back to the relevant deposit protection scheme. CMP will not accept claims from an authorised tenancy deposit protection scheme to offset its liability.

CMP does not cover rent when the landlord has entered into a guaranteed rent or rent2rent type arrangement. This is a commercial arrangement between the parties and the rent which should be paid to the landlord is not Client Money.