Passport Terms

Consumer Claims Passport terms of use Version 2026.10.9

Please read these terms before you open a passport. By opening or using a passport you agree to them. If you do not agree, do not use the platform. Sections 7 to 10 protect our software and content and apply strictly to anyone using the platform for business or competitive purposes.

1. Who we are

Consumer Claims Passport (claimpassports.com, the "platform") is software provided by Wolf AI Labs Limited, a company registered in England and Wales, company number 16609169, registered office 20 Wenlock Road, London N1 7GU, ICO registration ZC177753 ("Wolf", "we", "us"). Contact: compliance@wolfailabs.com.

2. Who can use the platform

You must be 18 or over, live in the United Kingdom and use the platform only for your own personal claims, as a consumer.
You may hold one passport only. The details you give must be true, complete and your own.
You may not open a passport for, or use the platform on behalf of, anyone else, including a family member or friend. Each person opens their own free passport and sends their own complaints from their own email. Someone you trust may sit with you, but every claim must be yours.
No firm or other person may use your passport or your details to make claims for you, or charge you for anything done on the platform. If anyone asks you for a fee to use your passport, tell us at compliance@wolfailabs.com.
You may only upload your own credit report and documents. A credit report must show your name and date of birth. We do not keep a report that is not in your name.
Your passport opens at once. You can use the calculator, see Claim Hotspots for your own area and start one claim straight away. The claim engine (assessments, letters, referrals, certificates, legal help and further claims) unlocks once you add your own statutory credit report and the name and date of birth on it match your passport. If they cannot be read, you can ask for a manual check and we reply by email. We may decline or reverse an unlock where a report is not yours or the passport is not being used for your own claims.
Each time you record a complaint as sent you confirm that your answers and letter are accurate, and that the complaint is about your own account with nobody acting for you or charging you for it.
To protect consumers and the platform we look for signs of third party use, such as several passports on one network, the same document in more than one passport, or letters written for someone else. We may block those actions, review the account and suspend a passport while we do.
Any person who uses the platform in the course of a trade, business, craft or profession is not a consumer, is not permitted to use the platform, and is bound by sections 8 to 10.

3. A free service

The platform is free. We charge you no fee at any stage and take no share of any money you recover. 100% of any payout is yours.
Because the service is free, we provide it as it is and as available. We may change, suspend or withdraw any feature, claim type, rule or the whole platform at any time, for any reason, including to protect the platform or comply with the law. Where we withdraw the platform we will give reasonable notice where we can and let you download your data.
We may set and change limits on how the platform is used, including the number of claims, assessments and complaints per account. Under 12:12 Plus you may currently send up to three complaints a calendar month, at least seven days apart, and each complaint must pass an accuracy check before it can be recorded as sent.

4. What the platform is, and what it is not

The platform is software. It asks you questions, reads the documents and credit report you choose to upload, compares your answers with a library of published rules, and prepares letters for you to review, edit and send yourself.
Wolf is not a claims management company, a law firm, a solicitor, a debt adviser, an insolvency practitioner or an FCA authorised firm. We do not carry on regulated claims management activity, we do not act for you, we do not contact any provider, ombudsman or court for you, and we hold no interest in the outcome of any claim.
Nothing on the platform is legal, financial, tax or debt advice, and no solicitor and client or adviser and client relationship is created. If you want advice you should speak to a qualified adviser. Free help is also available from the Financial Ombudsman Service, Citizens Advice and MoneyHelper.
You can always complain to a provider yourself, free of charge, without using the platform.

4A. Asking a professional firm for help

If your claim stalls or becomes complex, your passport lets you choose a solicitor or claims firm that holds a seat in your postcode area and send it your claim. Using this is optional.
Firms pay Wolf for the build and maintenance of the infrastructure they use. Wolf receives no fee for any consumer, transfer, claim or outcome, and no commission or share of any fee or compensation.
Firms are shown in a random order. Wolf does not advise you, rank, recommend or select a firm, negotiate with a firm or take part in your engagement with it.
You choose the firm and the documents to include. When you give your consent and click send, your passport sends your claim summary, the breaches found, your letters, the replies you received, the documents you ticked and your contact details to that firm's secure inbox. Support needs are sent only if you tick that separately. Nothing is sent without your consent.
You can withdraw your consent at any time from the claim page. The firm's access to your passport ends at that moment. It also ends if the firm declines your claim or stops holding a seat in your area. What the firm has already downloaded is then held by the firm under its own legal duties.
A firm may charge you a fee or take a share of any compensation. Ask the firm for its fees and terms in writing before you agree to anything. Any agreement you make is between you and the firm only, and the firm is responsible for its own advice and service.
If no firm holds a seat in your area, your request is still recorded so firms can be added there, and nothing is sent to anyone. You can always take your complaint to the ombudsman yourself, free, or find a regulated firm on the public registers.

4B. Taking your complaint to the ombudsman

Once your complaint has been sent, your passport lets you prepare your own referral to the ombudsman or scheme that covers your claim, such as the Financial Ombudsman Service. Using this is optional and free.
You complete and check the referral. Any draft the platform offers is a starting point only; you are its author and responsible for what it says.
You download your referral file and send it yourself, from your own email, through the ombudsman's own form or by post. Wolf does not send anything to the ombudsman, does not act for you and has no contact with the ombudsman about your complaint.
Ombudsmen have time limits. The platform shows the usual limit, but you are responsible for referring your complaint in time.
Referring a complaint to the ombudsman does not count toward your 12:12 Plus allowance.

4C. Moving to a new provider

Each claim shows providers you can move to in place of the provider you are complaining about. Using this is optional, and whether you move, or who you choose, has no effect on your claim, your letters or any compensation.
Leaving a provider does not end your right to complain about it. If your product with it is still running, check any early settlement figure, exit fee or notice period before you move.
Claims are free. Our switch partners pay for them. Links marked Affiliate link may pay Wolf if you buy through them. Credit, mortgage and investment journeys are run by FCA authorised firms under their own permission, which pay Wolf a licence fee for the technology and never a fee for your choice. No funding comes from the companies you complain about.
The provider you are complaining about, and every brand in its group, is never shown to you. Providers are shown by fairness score, highest first, never by what they pay. The method for each score is published on the card.
Wolf does not advise you on any product or recommend one as suitable for you. Any product you take out is between you and that provider.

4D. Your claim certificates

Each claim in your passport is tested against the Claim Passport Certificate Standard, CPCS/2026.11 consumer edition: six gates, of which the first three (holder, own claim and instruction) decide the verdict. A claim that meets them receives a dated certificate, Certified or Qualified, with its evidence completeness score (ECS) and its identified value. Your passport also carries a portfolio certificate listing every certified claim.

A certificate certifies your record: who you are, that the claim is your own, what you declared and when, the evidence on file and its identified value. It gives no view on whether a claim will succeed, is not advice, and the identified value is a Wolf Assessment, not a promise of any payout. The value is held inside your passport and tied to your passport reference.

Anyone you give a certificate reference to can check it at claimpassports.com/certificate with your surname. The check shows the verdict, the gates, the ECS and the date only, never your claim details, contact details or the value. A certificate is tested again whenever its claim changes; a changed record issues a new certificate and the old one shows as superseded. Certificates are held while a passport is under integrity review, revoked if it is suspended, and may be revoked by us where the record is in doubt.

5. Assessments, values and letters

Every assessment, breach, strength rating and identified claim value is produced automatically by software, including artificial intelligence, from the answers and documents you give. It is an estimate, marked Wolf Assessment, and it may be incomplete or wrong.
We do not promise that any claim will succeed, that any provider will pay, or that any sum will be recovered. An identified value is not an offer, a valuation or a forecast of any payment.
The rule library is general information about rules published by regulators and Parliament. It is updated regularly but may not be complete or current for your circumstances.
Before sending anything you must read it in full, correct anything that is not accurate and make sure every statement is true. You are the author of every letter you send and you are responsible for its content.

6. Your responsibilities, including time limits

Time limits apply to complaints, ombudsman referrals and court claims, and some claims become time barred. The platform shows dates as a guide only. Meeting every deadline is your responsibility.
You must not use the platform to make a claim you know to be false, exaggerated or already settled, or to send anything abusive, defamatory or unlawful. Making a false claim may be a criminal offence.
Keep your password private and tell us at once if you think someone else has used your account. You are responsible for what is done through your account.
Keep your own copies of anything you send and receive. The platform stores copies for your convenience, but it is not a guaranteed archive.

7. Our content, software and trade marks

The platform and everything in it, including its software, code, design, question sets, the order and wording of questions, the rule library, assessment methods, letter structures and wording, data, figures and models, is owned by or licensed to Wolf AI Labs Limited. It is protected by copyright, database right, the law of confidence and other rights, and those rights are reserved.
CLAIM PASSPORT is a registered UK trade mark, number UK00004346035, used under licence. You may not use it, or any confusingly similar name or mark.
We give you a personal, non exclusive, non transferable, revocable licence to use the platform only for your own claims, in line with these terms. You may share letters you have sent with the provider, an ombudsman, a court or your own advisers. You obtain no other right in our content.
Content supplied through your passport carries hidden identifiers unique to your account, so that copied content can be traced to the account it came from. You must not remove, alter or obscure them.

8. Acceptable use

You must not, and must not help or allow anyone else to:

use the platform, or anything obtained from it, on behalf of or for the benefit of a business, a claims management company, a law firm, a lead generator, a data broker, a funder or any other third party;
use the platform to research, design, build, train, test, benchmark or improve any product, service, model or dataset that competes with, or copies any part of, the platform;
copy, scrape, crawl, harvest, collect, export, translate, adapt or republish the question sets, rule library, letter wording, design or any other content, whether by hand or by automated means, except your own letters as allowed in section 7;
use any information obtained from the platform to train or prompt any artificial intelligence system;
reverse engineer, decompile, probe, test or systematically vary answers to find out how assessments work;
open more than one passport, use a false identity, share access, or use automated tools, scripts or bots;
attempt to get round any limit, security measure or access control, or interfere with the platform or its users.

9. Business and competitor use

This section applies to any person, firm or company that uses the platform, directly or through an employee, contractor, agent or associated person, in breach of section 2 or section 8 (a "commercial user"). It does not apply to individual consumers using the platform for their own claims.

A commercial user has no licence to use the platform. All such use is unauthorised.
Every person who accesses the platform for a commercial user does so as that commercial user's agent, and the commercial user is bound by these terms and liable for their acts.
A commercial user must pay Wolf a commercial access licence fee of £25,000 for each passport used, plus £5,000 for each claim type whose question set was accessed. This sum reflects the value of the content and Wolf's legitimate interest in protecting it. It is without prejudice to Wolf's right to claim damages, an account of profits, an injunction and its costs on an indemnity basis.
A commercial user indemnifies Wolf against all losses, damages, costs and expenses, including legal fees, arising from its use of the platform or any content obtained from it.
Wolf may, without notice, suspend or close any passport it reasonably believes is used by or for a commercial user, keep records of that use, including identifiers and activity logs, and use them as evidence.

10. Monitoring, suspension and closure

We record account activity, and we may monitor use of the platform to protect it, detect misuse, enforce these terms and meet our legal duties, as explained in our privacy notice.
We may suspend or close a passport at once if we reasonably believe these terms have been broken, the details given are false, or use presents a legal, security or reputational risk. Where it is safe and lawful we will tell you why.
You may close your passport at any time from the Account tab. Sections 7 to 9, 11 and 13 continue after closure.

11. Our liability to you

Nothing in these terms limits or excludes our liability for death or personal injury caused by our negligence, for fraud or fraudulent misrepresentation, or for anything else that cannot lawfully be limited or excluded. Nothing affects your legal rights as a consumer.
We are responsible for loss you suffer that is a foreseeable result of our breach of these terms or our failure to use reasonable care and skill. We are not responsible for loss that was not foreseeable.
Because the platform is free and supplied as information and software you control, we are not responsible for: the outcome of any claim; any decision you make, or any letter you send, based on the platform; a claim becoming time barred; the acts or omissions of any provider, ombudsman, court or third party service; or loss of profit, business or opportunity.
If we are liable to you, our total liability for all claims arising from your use of the platform in any 12 month period is limited to £100.
If digital content we supply damages a device or other digital content you own because we did not use reasonable care and skill, we will repair the damage or pay you compensation.

12. Your information

We use your information as set out in our privacy notice. Your documents are encrypted when stored. Permissions you give on the Permissions tab can be withdrawn at any time. You can download your data or close your account from the Account tab.

13. Complaints and disputes

If you are unhappy with the platform, email compliance@wolfailabs.com with your passport reference. We aim to reply within 14 days.
These terms are governed by the law of England and Wales. You may bring proceedings in the courts of England and Wales, or, if you live in Scotland or Northern Ireland, in the courts of your home nation.
For a commercial user, these terms are governed by English law and the courts of England and Wales have exclusive jurisdiction, but Wolf may also bring proceedings in any other court with jurisdiction, including for an injunction.

14. General

We may update these terms. We will tell you by email or in your account before a change that affects you takes effect. If you do not accept the change you may close your passport. Continued use after that date means you accept the updated terms.
If any part of these terms is found to be unenforceable, the rest stays in force, and that part applies to the greatest extent allowed.
If we do not enforce a right straight away, we can still enforce it later.
You may not transfer your passport or your rights under these terms. We may transfer our rights and duties to another organisation, and your rights will not be reduced.
No one other than you and Wolf has any right to enforce these terms under the Contracts (Rights of Third Parties) Act 1999.
These terms, with the privacy notice, are the whole agreement between you and us about the platform.

Version 2026.10.9, 23 October 2026. Wolf AI Labs Limited, company number 16609169. Working in partnership with OCC Software Limited.