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.
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