This page provides information to assist you if you are considering making a complaint about how your PPI policy was sold to you. If, after reading the information, you still believe that you have a complaint about the way in which your PPI policy was sold, rest assured that we’re committed to making this as straightforward as possible for you.
If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.
If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don't need to use a Claims Management Company (CMC) who will typically charge an up front fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.
We’d like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible.
You can call our dedicated number for PPI complaints on 0800 151 0293 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday), or write to us at Customer Relations, PO Box 816, Leeds, LS1 1WU.
If you need to call us from abroad, you can also call us on +44 (0)207 649 9014.
If you decide you want to proceed with your complaint, download our PPI Questionnaire and fill in the details of your case. This will help us process your complaint as efficiently as possible. Send the PPI Questionnaire directly to us at Customer Relations, PO Box 816, Leeds, LS1 1WU.
When a decision is made we will write to you clearly explaining our decision. If we are offering you a refund we are committed to ensuring customers receive payment within 28 days of our decision letter.
In all cases any interest due will be adjusted right up until the date of payment.
PPI is insurance that pays out a sum of money to help cover your monthly repayments on your loan, credit card and/or mortgage in certain events, which could include unemployment, accident or sickness, hospitalisation or death. The actual events covered by your policy will depend upon the level of cover that you have purchased.
This type of cover may also be called loan protection, credit insurance, loan repayment insurance, ASU (accident, sickness and unemployment) insurance, account cover or payment cover.
An easy way to check if you have taken out PPI, is to check your product statements for evidence of premiums paid. Also, you may have policy booklets and loan or credit agreements that show information on PPI. Some of our product names for this type of insurance include Credit cards repayment, total Mortgage Protection plan, secured personal loan repayment cover.
Firstly, please check any available documentation as outlined in question 1 to obtain details of your PPI policy. This will help in progressing your complaint.
The easiest way to raise a query about a PPI policy is to complete our PPI Questionnaire. By filling out the PPI Questionnaire we will have all of the information we need to assess your complaint.
Once you have completed the form please send it directly to us at :
PO Box 816
We encourage our customers to talk to us about PPI:
If you have any further query about the way your PPI was sold you can ring a dedicated telephone line for PPI customers 0345 725 3519 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday).
We will investigate any complaint received properly and fairly. Please be aware that if your policy was cancelled over 6 years ago it is unlikely we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.
Yes, even if you can’t find your paperwork we will investigate your complaint properly and fairly. Please be aware that if your policy was cancelled over 6 years ago it is unlikely that we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.
We will send you an acknowledgement letter within 5 days of receiving your complaint.
We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint
We wish to handle and resolve all complaints quickly and to the satisfaction of our customers. You do not need to do anything further.
We will review your complaint and provide you with a full response as soon as possible and no later than 8 weeks from the receipt of your complaint.
If we received your complaint more than eight weeks ago, we will have explained that you can forward your complaint to the Financial Ombudsman Service. This is a free, independent service for settling disputes between financial services firms and their customers. You may wish to contact the Financial Ombudsman Service first before deciding on what action to take or review the frequently asked questions on its website. In all cases where redress is owed, you will not be disadvantaged by any delay as any interest due will be calculated right up until the date of payment.
We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint-handling policy we will assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.
We are committed to ensuring customers receive payment within 28 days of our decision letter. However we have experienced a large volume of new cases over recent months. This has created some complications for us that we are putting right. As a result we are aware that in certain cases, there could be a delay in customers receiving their payment. We apologise if you have not received your payment within 28 days of our decision letter and thank you for your patience.
If you are still waiting for your payment and it is more than 28 days since you received our decision letter, please call our helpline on
0345 725 3519. We'll usually be able to make payment to you within 10 working days. If your case is complex it may take us longer and we will keep you regularly updated.
In all cases any interest due will be adjusted right up until the date of payment.
As a general rule, the payment you receive will be made up of all the PPI premiums you paid, including any interest. It will also include additional interest at 8%, less income tax at the basic rate, to put you back in the same position you would have been in had you not taken out the PPI policy.
Sometimes, if you bought a single premium PPI policy (the cost is added at the start of the loan) we may find that it was only the way you paid for this that made it unsuitable. As such, our offer will be the difference between what you actually paid for the single premium PPI policy, inclusive of interest and what would have been paid for a regular premium PPI policy. Additional interest at 8%, less basic rate tax, would also be added to the refund.
If you would like the details on the final decision letter explained to you, please call us on 0345 725 3519.
From 1 October 2013, the tax laws changed and HM Revenue & Customs (HMRC) requirements mean we must deduct income tax at the basic rate (currently 20%) from any interest paid. HMRC treat the additional payment which relates to 8% interest as taxable income.
If we deduct more tax than you have to pay you may be able to reclaim all or some of the tax deducted from HMRC.
R85 forms can not be accepted with this type of interest. If you pay tax at rates higher than the basic rate any additional tax due on this should be discussed with your tax office. For more information on PPI advice please call the HMRC tax helpline on 0300 200 3300.
We are not reopening complaints that have already been closed. When responding to complaints, we always tell customers that they have 6 months to raise any concerns over our decision to the Financial Ombudsman Service (FOS). If you have new or different concerns, then we’ll be happy to review those as part of any new complaint you raise with us.
We are also reviewing certain Payment Protection Insurance sales processes dating from 2005. If we find the need for a further assessment of the sale of your PPI policy we will write to you. At the moment, you do not need to do anything.
No. We will stand by any offer to settle a complaint that has already been made to you or a third party acting on your behalf.
We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will also liaise directly with the FOS to deal with complaints as quickly as we can.
No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.
Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided above. It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company. Your complaint will be assessed in exactly the same way if you come to us directly but you will avoid having to share any compensation payment with a Claims Management Company.
In October 2010 the British Bankers’ Association (BBA) asked the Courts to review the recently published rules made by the Financial Services Authority (FSA, (now known as the Financial Conduct Authority (FCA)), in relation to PPI sales-related complaints. The BBA also asked for a review of the guidance published by the Financial Ombudsman Service (FOS) on the handling of PPI complaints.
In May 2011 we announced that we would no longer be participating in the BBA’s Judicial Review. The BBA subsequently decided that it would not be appealing the Court’s decision that the FSA’s rules should be implemented in full.
The following bodies have information relating to PPI complaints and/or advice on making a complaint: