If you have a query or concern about how Payment Protection Insurance (PPI) was sold to you, we are committed to making the complaints process easy to understand and fair.
We have made the process as simple as possible, so you don't need to use a Claims Management Company (CMC) that will charge a fee for their services.
Here's what you need to do:
If you would like to raise a complaint you can call us on our dedicated PPI Complaints number:
0800 328 9148
(lines open 8am to 6pm, Monday to Friday)
Or write to us at:
PO Box 3098,
If you have already made a complaint and are waiting for a decision, we will be contacting you shortly. We are committed to dealing with your complaint as quickly as possible.
When you contact us, we will write to you to confirm receipt and will consider your complaint. We aim to review your complaint within 8 weeks and then write to you explaining our decision. If your complaint is upheld, we will refund all premiums paid plus 8% simple interest on the refund amount.
The deadline for making a complaint about your PPI policy is the 29th August 2019. If we receive a complaint about the policy sale after this date, it will only be considered in exceptional circumstances.
If you are unhappy with the outcome of your complaint you have the right to refer the matter to the Financial Ombudsman Service (FOS), who will independently review your complaint and the outcome reached. This service is free of charge.
In the event that you have previously complained about the sale of your policy, and your complaint was fully reviewed, we will have issued you with a final response letter detailing our decision and providing you with details of your right to refer the complaint to FOS. We will normally not re-investigate the sale of your policy. You may however be able to make a complaint about the commission charged to your policy and not disclosed to you, based on the “Plevin” ruling.
This is a Supreme Court case (Plevin v Paragon Personal Finance Limited) that decided that the failure by the lender to tell the customer about high rates of commission made the relationship between the lender and customer unfair under the Consumer Credit Act 1974.
As a result of the Supreme Court’s decision, the FCA has now ruled that where undisclosed commission is greater than 50% of the premium paid for PPI, it should be presumed there is an unfair relationship under the Consumer Credit Act. The FCA’s rules and guidance also set out how much money firms should pay back to put this right in such cases.
Commission is the amount of the premium you pay for your PPI that does not go towards your insurance cover, but is kept by the other firm(s) involved, usually to cover expenses and as a reward for selling it to you.
If the commission on your policy is less than 50%, you will receive no refund. However, as commissions rates can vary widely, any potential refund would depend on the level of commission paid for each period where commission exceeded 50% of the total cost of your policy.
To comply with the rules set down by HMRC, you have to pay tax on the simple interest element of any redress paid to you. If you are a non-taxpayer, this tax deduction may be reclaimed by contacting your local HMRC office.
There is no need to use a claims management company (CMC) to make your complaint –you can contact us directly. If you do want to use a CMC, be aware they are likely to charge a fee for their services.
If you are or have been subject to a Bankruptcy Order or Sequestration (in Scotland), you may be under an obligation to pay any refund you receive to your Official Receiver, Insolvency Practitioner or Trustee (in Scotland).