DIY vs CMC Decision Framework
Short answer: Probably not. DIY success rate is 38% vs CMC 26%. Keep 100% of your payout.
The Numbers Don't Lie
The Financial Ombudsman Service (FOS) publishes data on complaint outcomes. Here's what they found for April–December 2024:
| Who Made the Complaint | Success Rate | Cost to You |
|---|---|---|
| You (DIY) | 38% | Free |
| CMC or Solicitor | 26% | 25-42% of your payout |
Read that again: Consumers who complained directly won more often than those who paid professionals.
What CMCs Actually Charge
CMCs typically charge 25-35% of your compensation + VAT (which adds another 20%). That means:
| Your Payout | CMC Fee @ 30% + VAT | You Actually Receive |
|---|---|---|
| £350 (flight delay) | £126 | £224 |
| £700 (motor finance) | £252 | £448 |
| £3,600 (tenancy deposit) | £1,296 | £2,304 |
| £50,000 (pension) | £18,000 | £32,000 |
The FCA documented a real case where a consumer lost £24,000 in CMC fees on a £50,000 pension payout. That's 48% gone.
Is Your Time Worth It?
Most claims take 1-3 hours total. Here's the breakdown:
- 15-30 mins: Gather documents
- 15-30 mins: Write complaint (or ask AI to draft it for you)
- 5 mins: Send email
- 15 mins: Follow up if needed
Let's do the maths:
| Claim Type | DIY Time | CMC Fee Saved | Your Effective Hourly Rate |
|---|---|---|---|
| Flight delay (£350) | 45 mins | £126 | £168/hour |
| Motor finance (£700) | 2 hours | £252 | £126/hour |
| Tenancy deposit (£3,600) | 3 hours | £1,296 | £432/hour |
Would you turn down a job paying £150-£400 per hour?
That's exactly what you're doing when you pay a CMC for something you can do yourself.
When DIY is Absolutely Fine
These claims are straightforward – don't pay someone else:
- ✅ Flight delay compensation – Fill in airline's form, done
- ✅ Train delay refunds – 15-minute online form
- ✅ Section 75 / Chargeback – Call your bank
- ✅ Tenancy deposit (straightforward cases) – Letter + court form
- ✅ Marriage tax allowance – gov.uk application
- ✅ Council tax discounts – Phone your council
- ✅ Broadband compensation – Often automatic
- ✅ Most FOS complaints – Free service designed for consumers
When Professional Help Might Be Worth It
There are situations where paying for expertise makes sense:
- ⚠️ High-value pension claims (£50k+) – Complex calculations, significant stakes
- ⚠️ Cases already rejected and you need an appeal strategy
- ⚠️ Court representation required – If it goes beyond small claims
- ⚠️ Multi-party disputes – Several companies involved
- ⚠️ You genuinely can't manage it – Health, time, or other barriers
Even then, try the free ombudsman route first. You can always escalate later.
The Free Help You Already Have
Before paying anyone, use these free resources:
- This guide – Step-by-step instructions for every claim. Start with the Claims Index
- AI tools – ChatGPT, Claude, Gemini can draft letters for free
- Ombudsman services – Free, independent, and they regularly overturn company decisions
- Citizens Advice – Free guidance on your rights
- MoneySavingExpert – Free template letters and guides