If you are coming to the end of your mortgage, credit card or loan payment holiday, we will contact you before it ends, there is no need to call us. You can use our coronavirus support tool to find the right solution for your needs and confirm what you would like to do in a few simple steps.

Payment Protection Insurance (PPI) complaints

We're working through PPI complaints as quickly as we can but our response may take a little longer than usual due to the coronavirus pandemic.

If you've already made a complaint but not yet received our decision

We’re sorry for the ongoing delay you may be experiencing. If we do offer you a payment you won’t lose out financially as a result of the delay. We’ll include compensatory interest right up to when we send you our final decision.

In the lead up to the deadline of 29 August 2019, set by the Financial Conduct Authority (FCA), we received an exceptionally high number of enquiries and complaints. We’re working through the remaining cases as quickly as we can but it's important that we take the time to get the right outcome for you.  

Please accept our apologies for the delay. Thank you for your ongoing patience.

If you have any further questions, please see our FAQs for more information.  

If you asked a third party, such as a legal firm or Claims Management Company (CMC), to represent you on your complaint, we'll write to you both with our final decision as soon as we can. 

Where a third party has raised an enquiry on your behalf, we'll only provide the results directly to them. If you'd like an update on your enquiry, please contact them directly. Please see our FAQs for more on what happens when third parties are acting for you.

If you have any questions about what happens next or your rights, please see our Frequently Asked Questions (FAQs). If you still have a question please call us directly on 0800 151 0293 (lines open 9am to 5pm Monday to Friday) or +44 (0)207 649 9014 if you're calling from abroad.

    • 1.
      You wrote and told me you had my complaint. When will I receive a final decision?

      We’re working through the remaining cases as quickly as we can but it's important that we take the time to get the right outcome for you.  

      Please accept our apologies for the delay. Thank you for your ongoing patience.

      To help you understand what happens as we process your complaint: 

      We’ve registered your complaint and you now have a unique reference number to use if you want to discuss the complaint with us. If you raised a complaint on more than one product, for example a Credit Card and a Loan, you’ll have a different reference number for each product. 

      We’ll then review your complaint gathering all the information we need to reach a fair outcome. If we need any further information we may call or write to you. 

      We’ll write to you with our final decision when we’ve completed our review. If you asked a third party to act on your behalf, such as a Complaint Management Company (CMC) or law firm, we'll also write to them. 

      If we offer you a payment, it'll be processed within 28 days of the date on our final decision letter. If we hold bank details for you we’ll transfer the payment directly to your nominated bank account, otherwise we’ll post a cheque to you. This payment will include compensatory interest up to the date of payment.

      Back to top
    • 2.
      Why haven’t I received a letter from you since I submitted my complaint?

      We’re sorry for the ongoing delay in getting a response to you. In the lead up to the August 2019 deadline, we received an exceptionally high number of enquiries and complaints.  We’re working through the remaining cases as quickly as we can but it's important that we take the time to get the right outcome for you. 

      Processing of complaints submitted after the PPI deadline has been similarly affected.

      If you complained to us directly

      If you submitted your complaint directly to us via an online submission, letter or call, and you've not had a letter from us yet, please get in contact on 0800 151 0293 (from abroad +44 (0)207 649 9014). Lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays.

      If you enquired through a third party

      If you submitted your enquiry before the PPI deadline through a third party, such as a Complaint Management Company (CMC) or law firm, we'll only send the outcome of the enquiry directly to them.  

      We’ll then update your third party and we won’t usually contact you directly until our review is complete. When we have a final decision on your complaint we'll write to you both. Until then it’s always best for you to contact your representative for any updates.

      Let us know if you’ve changed address

      If you've moved since submitting your complaint you need to let us know to avoid us sending any correspondence to the address originally provided. Please get in contact on 0800 151 0293 (from abroad +44 (0)207 649 9014). Lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays. 

      Back to top
    • 3.
      What happens if I made my PPI complaint through a third party?

      If you used a third party such as a Claims Management Company (CMC) or legal firm to act on your behalf when making your PPI complaint, we'll write to you both once we've reached a final decision. 

      If you've made a complaint using a third party it's usually best for you to contact them as they'll be able to give you more details particularly if you're looking for an update on an enquiry made before the PPI deadline.

      There are some key things to remember about using a third party: 

      If you made an enquiry just before the PPI deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf. If we don't find a PPI policy we’ll only update the third party and we won't write to you directly. If you have any concerns you should contact them in the first instance. 

      Then we'll write to you both with our final decision on your complaint once our review is completed. This will include details on any payment we may offer you.

      If we offer you a payment, it will be processed within 28 days of the date on our final decision letter. If we hold bank details for you we’ll transfer the payment directly to your nominated bank account, otherwise we’ll post a cheque you. This payment will include compensatory interest up to the date of payment.

      You’re responsible for any payment to your third party representative for managing your complaint. 

      Back to top
    • 4.
      What if I need additional help and support?

      We want our PPI complaints process to be as easy as possible. Please get in touch on 0800 151 0293 (from abroad +44 (0)207 649 9014) if:

      • the delay is having a significant impact on you, for example you’re experiencing difficulties in your personal or financial circumstances 
      • you need to let us know about an impact the Covid-19 pandemic has had on you 
      • you need additional support from us, because someone helps manage your affairs, or you have a physical or mental health condition 
      • you need us to communicate with you in a different format, for example large print

      Our lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays. Alternatively you can write to us at Customer Relations, PO Box 816, Leeds, LS1 9NY.

      We’re aware our customers may require different levels of assistance and are committed to making our products and services as accessible as possible. 

      Our websites are designed to be compatible with assistive technology, this includes screen readers, text-to-speech software and reading aids. You can also change the colour of our websites to help make the text clearer to read.

      If you have a speech or hearing impairment, you can contact us using the Next Generation Text Service. If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online using our BSL SignVideo Service.

      For more information on our commitment to assisting our customers please visit the Accessibility section of our website.

      For more information on how we can assist you due to COVID-19 please visit the Coronavirus help and support section of our website.

      Back to top
    • 5.
      What if my personal details have changed, such as my address?

      If any of your personal details have changed since you submitted your complaint, the quickest way to let us know is to call us on 0800 151 0293 (from abroad +44 (0)207 649 9014), lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays.

      Back to top
    • 6.
      I've got a letter saying I'll be paid a refund but I've not received my payment yet?

      If it’s been more than 28 days since you received our decision letter, please call our helpline on 0800 151 0293 (from abroad +44 (0)207 649 9014), lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays.

      Back to top
    • 7.
      Can I complain about the delay?

      We're sorry for the delay and understand if you'd like to raise a complaint as a result.  To make a complaint about the time taken for your complaint to be resolved you can write to us at Customer Relations, PO Box 816, Leeds, LS1 9NY or call us on 0800 151 0293 (from abroad +44 (0)207 649 9014), lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays.

      If you’re unhappy with the delay and we received your complaint more than eight weeks ago, you can refer your complaint to the Financial Ombudsman Service.  The Ombudsman offers a free independent review service. You may wish to contact them first before deciding on what action to take next.

      We do suggest waiting for our final response before contacting the Ombudsman as it's unlikely to result in a quicker decision on your complaint.

      If you're unhappy when you receive our final decision you'll still have six months in which to contact the Ombudsman.

      Back to top
    • 8.
      I've received a letter saying my complaint has been closed as no PPI policy was found. Could my case be re-opened after the deadline if I provide further evidence?

      Yes. You'll have six months from the date of our final response letter to provide any further evidence.

      Back to top
    • 9.
      I've received a letter asking for more information and saying my complaint was closed. Could my case be re-opened after the deadline if I provide further evidence?

      Yes. You'll have six months from the date of our final response letter to provide any further evidence we've asked for. We'll review any further information you provide us and consider if it changes our decision on your complaint.

      If we receive information more than six months from the date of our final response letter, we'll only consider re-opening your complaint if there were exceptional circumstances that meant you couldn't get back to us within six months.

      Back to top
    • 10.
      I've received a letter advising that a complaint I made after the deadline was not accepted. Why is this? Can it be re-opened if I provide further evidence?

      If you sent in your complaint after 29 August 2019 you must provide an explanation of why you couldn’t submit it before the deadline. The Ombudsman defines these 'exceptional circumstances' and without them we won’t accept your complaint. You’ll have six months to provide any further evidence you have to support your late submission. We’ll look at this evidence and let you know if it means we'll accept your PPI complaint. 

      Back to top
    • 11.
      Can I still make a complaint that isn't related to the sale of my PPI policy?

      If you have any concerns that aren’t about the sale of your PPI policy, you can still make a complaint.  For example you may have a concern about a delay with a claim on your policy, an administration error, or an incorrect charge.

      Please call the number provided within your PPI policy booklet or visit our Existing PPI customers page for more information.

      Back to top
    • 12.
      If I’m unhappy with the response can I challenge it?

      Yes. Please contact us within six months of the date of our final response letter. Let us know the reason you'd like to challenge the response, the complaint reference number, and any relevant evidence. We’ll then take another look at your complaint for you.

      If you’re still unhappy, you can refer your complaint to the Financial Ombudsman Service, but you must do so within six months of the date of our final response letter.

      Back to top
    • 13.
      What happens now I've referred my complaint to the Financial Ombudsman Service (FOS)?

      We’ll work with the Ombudsman and provide them with all of the relevant complaint details and our findings to allow them to complete their investigation. 

      We won’t be able to discuss the complaint with you until the Ombudsman completes their investigation.

      Back to top
    • 14.
      Will I be compensated for any delays?

      If we do offer you a payment you won’t lose out financially as a result of the delay. We’ll include compensatory interest right up to when we send you our final decision.

      Back to top
    • 15.
      Will I have to pay tax on any payment I receive?

      The 8% interest is called compensation interest. When we pay compensation interest we’re asked by HM Revenue and Customs (HMRC) to take off income tax. We do this at the basic rate of 20%. If you pay a higher than the basic rate of tax it's your responsibility to get in touch with HMRC to pay any extra amount of tax required.

      If we’ve taken more tax than you should pay you might be able to get some or all of it back from HMRC. 

      You should keep your final response letter to show how much interest has been paid to you and the amount of tax that has been taken.

      Back to top
    • 16.
      Are there other organisations offering information and help with PPI complaints?

      The following bodies have information relating to PPI complaints and/or advice on making a complaint:

      Financial Ombudsman Service

      The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI. If you're not happy with our final response, or haven’t received a final response within 8 weeks, you have the right to refer your case to the Ombudsman. We recommend waiting for our final response before deciding what to do next. Once you’ve received our final response, if you’re not happy with our decision, you'll still have a further six months to contact the Ombudsman.

      Financial Conduct Authority

      The Financial Conduct Authority (FCA) regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but can't give you advice about your individual circumstances or complaint.

      The following bodies have information relating to PPI complaints and/or advice on making a complaint:

      Prudential Regulation Authority
      Citizens Advice
      Which?
      MoneySavingExpert.com
      Financial Services Compensation Scheme
      Money Advice Service

      Back to top
    • 17.
      What if I've still got a PPI policy, how do I raise an insurance claim?

      You can find out how to make a claim on an existing PPI policy via this link.

      Back to top

If you still want to make a PPI complaint after the deadline has passed

Our regulator, the Financial Conduct Authority (FCA), set the deadline of 29 August 2019 as the final date to lodge a PPI Complaint. That deadline has now passed and in general we won’t consider new PPI complaints after this date.

You can still raise a complaint in exceptional circumstances.

We understand there may have been difficult personal circumstances that meant you were unable to raise your complaint before the PPI deadline (the Ombudsman calls these 'exceptional circumstances‘) or you may have had a recent claim declined on an active PPI policy you believed covered you. If this is the case we may still review a new PPI complaint.  You'll need to provide as much detail as possible on why you're raising your complaint after the deadline, what's happened, and any dates you can remember. 

To raise your complaint, please complete the online complaint form, write to us at Customer Relations, PO Box 816, Leeds, LS1 9NY or call us on 0800 151 0293 (lines open 9am to 5pm Monday to Friday) or +44 (0)207 649 9014 if you're calling from abroad.