Payment Protection Insurance (PPI) complaints.

The deadline to make a PPI complaint is 29th August 2019

If you wish to make a PPI complaint, you need to submit it by 23:59 on Thursday 29th August 2019.  This is a deadline set by the Financial Conduct Authority (FCA).  We’ll review all complaints received by this time and respond to you as quickly as we can. We may respond to you after 29th August 2019.

We have a high number of customers making enquiries at the moment. This means it's taking us longer than usual to respond to PPI complaints. We appreciate you’ll want to know the outcome as soon as possible.

If you’ve already submitted your PPI complaint to us, please visit our Existing PPI Complaints section for more information.

Our telephone lines are very busy at the moment, the quickest way to submit your PPI complaint is by using our online PPI complaint form.

Please ensure you have any information you require to hand, as our forms will time out after a 15 minute period of inactivity and you will need to complete the form again.

Our online complaint form is easy to use, but if you need help while you are completing it, you can call our dedicated number for PPI complaints on 0800 151 0293 or +44 (0)207 649 9014 (lines open 8am to 8pm Monday to Friday and 8am to 5pm Saturday).

If you want to complain about PPI, please contact us directly. You don’t need to use a Claims Management Company (CMC) to complain. If you choose to use a CMC, they will charge a fee for their services.

Please contact us directly - we handle complaints in the same way, within the same timeframe and without charging any fees. Making a complaint about PPI or PPI commission won’t affect your relationship with us.

Checking for PPI

To check if you’ve had PPI on a product from any of the brands listed below, we just need a few details from you. As a minimum, please provide your name, current address and date of birth. The form should take less than five minutes to complete.

If we find that you did have PPI, we’ll automatically review the PPI sale as a complaint. We’ll send you an acknowledgement letter to explain more about the complaints process. You may also receive a questionnaire to complete and return to us.

Check if you have PPI

Making a PPI complaint

If you already know you’ve held PPI on a product from any of the brands listed below, you can make a complaint by using our online form, writing to us or calling us. However, we are receiving a high volume of calls at the moment, so may find it quicker to use our online form. The online form is easy to use and should take no longer than 15 minutes to complete.

As a minimum, your PPI complaint should include:

  • your full name
  • your date of birth
  • your current address.

You should also include the following, if you know it:

  • your previous addresses
  • your PPI policy number.

In the ‘why are you unhappy with the PPI policy’ section, please also provide the following, if you know it:

  • when you bought your PPI policy.
  • when you took out the loan or credit product that the PPI covered.
  • your circumstances at the time you bought PPI, such as employment status and the company or organisation you worked for.

Make a PPI complaint

We are receiving a high volume of calls at the moment, so you might find it quicker to use our online form to make a complaint. If you still want to talk to us, you can make a PPI complaint over the phone by calling us on our dedicated number for PPI complaints on 0800 151 0293 (lines open 8am to 8pm, Monday to Friday and 8am to 5pm Saturday) or +44 (0)207 649 9014 if you are calling from abroad.

PPI complaints can be made in writing, please write to us at Customer Relations, PO Box 816, Leeds, LS1 9NY.

Level of Commission complaints

If you have previously raised a PPI complaint with us that was not upheld and you wish to raise a further complaint relating only to the commission charged on your PPI policy, you can complete our PPI Commission Form.

Our PPI Commission Form should take no longer than 15 minutes to complete and you’ll need to provide your name, address and date of birth. Please also tell us your previous complaint reference.

Make a Commission complaint

PPI Questionnaire

If you’d like to make a complaint by post, please download our PPI Questionnaire using the link below. Please try to provide as much information as you can, as this will help us to deal with your complaint as efficiently as possible. We review every case regardless of the amount of information provided.

Download our PPI Questionnaire

Send the PPI Questionnaire to Customer Relations, PO Box 816, Leeds, LS1 9NY. When we’ve made a decision we’ll write to you clearly explaining it. If we are offering you a refund, we are committed to making sure you 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.

Existing PPI Complaints

If you‘ve already made a PPI complaint to us

If we've received your complaint, you don’t need to do anything else. We’ll make sure it's reviewed. If you have recently sent us a complaint, we will send you an acknowledgement letter soon. There's no need to call us to check if we've received it. We’ll be in touch as soon as we have an update.  

Enquiries and complaints sent to us directly by you

  • If you make an enquiry before the deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf. You don't need to submit a separate complaint.
  • We’ll send you an acknowledgement letter to confirm we've received your enquiry or complaint. 
  • This is currently taking up to two weeks. Please wait to receive this letter before contacting us for an  update, as we will only be able to provide you with very limited information at this time.
  • If you haven’t had a letter from us within two weeks, call us on 0800 151 0293 or +44 (0)207 649 9014 (lines open 8am to 8pm Monday to Friday and 8am to 5pm Saturday).

Enquiries and complaints sent to us by a Claims Management Company you’ve authorised to act on your behalf

  • We’ll let your Claims Management Company know we’ve received your enquiry within four days of them sending it to us.
  • We’ll let them know if we find a PPI policy for you. This is currently taking up to six weeks.
  • If we find a PPI policy, we’ll automatically open a complaint on your behalf. You don't need to submit a separate complaint.
  • If you want an update, please get in touch with your Claims Management Company.

Making a complaint about PPI or checking your accounts for PPI won't affect your relationship with us. It has no impact on your credit history or on getting financial products from us in the future.

To find out more, read our Frequently Asked Questions.

We're responsible for PPI complaints for the following brands:

If we’ve sent you a letter about the way PPI may have been sold to you

If you’ve previously received a letter from us outlining potential concerns for the way PPI may have been sold to you, then you may have less time to submit a complaint, so it is important to act as soon as possible.

The FCA published rules and guidance in 2017 on how firms should assess PPI mis-selling complaints where the level of commission on the PPI policy was not disclosed to the customer at the time of sale. The FCA has since added guidance saying that firms should also consider the recurring non-disclosure of high commissions taken after the time of sale.

This added guidance will only affect a very small number of our customers who’ve had PPI on mortgage accounts; if you are affected, we will write to you to let you know.

Accessibility information

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 PPI complaints process has been designed to make it as easy as possible for everyone wishing to make a complaint.

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.

Can we help make things easier? Please tell us if you require additional support (e.g. someone helps manage your affairs), or you have a physical or mental health condition. Also, if you need us to communicate with you in a different format (e.g. large print), please let us know. You can use the appropriate section within our PPI online forms or contact us by phone on 0800 151 0293.

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.

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 aren’t happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service about this.

You will still be able to complain to the Financial Ombudsman Service after the 29th August 2019 deadline if:

  • You complained to your provider on or before 29 August 2019.
  • Your provider gives its final response on or after the 29 August 2019.

You will need to submit your complaint within 6 months of receiving your PPI provider’s final response.

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 cannot 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?
Financial Services Compensation Scheme
Money Advice Service

Frequently asked questions

What is PPI and how do I know if I have it?

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.

How do I make a complaint about the way that my PPI was sold?

Firstly, please check any available documentation as outlined in question 1 to obtain details of your PPI policy. This will help us progress your complaint.

The easiest way to complain about a PPI policy a complaint is to complete our PPI Questionnaire (PDF). Please try to provide as much information as you can, as this will help us to deal with your complaint as efficiently as possible. We review every case regardless of the amount of information provided.

Once you have completed the form please send it directly to us at:

Customer Relations
PO Box 816
Leeds
LS1 9NY

Alternatively you can register your complaint by using our online form and completing the required information.

We encourage our customers to talk to us about PPI:

If you have any further queries about the way your PPI was sold you can ring our dedicated telephone line for PPI customers. Call 0800 151 0293 (lines open 8am to 8pm, Monday to Friday and 8am to 5pm Saturday).

If you need to call us from abroad, you can also call us on +44 (0)207 649 9014.

My PPI policy was taken out many years ago. Can I still complain?

We will investigate any complaint received in a proper and fair way, regardless of the length of time elapsed from the time of the sale. We will consider any additional information you may be able to provide from the time. Please include this when returning your PPI questionnaire.

What is the deadline for submitting my PPI complaint?

The Financial Conduct Authority (FCA) has set a deadline of 29 August 2019, by which time all PPI complaints will need to have been submitted. After this date, customers will lose the right to have their complaint assessed by us.

If you previously received a letter from us outlining our concerns about the way PPI was sold to you, then you may have less time, so it is important to act as soon as possible.

The FCA has published additional rules and guidance on how firms should assess PPI mis-selling complaints where the level of commission on the PPI policy was not disclosed to the customer. This will not affect all customers or complaints; if you are affected, we will write to you to let you know.

I cannot find any paperwork. Can I still complain?

Yes, even if you can’t find your paperwork we will investigate your complaint properly and fairly.

To check if you’ve held a Halifax PPI policy, please complete our online PPI Check Form.

If we find that you did have PPI, we'll automatically review the PPI sale as a complaint. We'll send you an acknowledgement letter to explain more about the complaints process. We are receiving a high number of enquiries and complaints at the moment. It may take us up to two weeks to send you an acknowledgement letter.

If you do not want to use our online PPI Check Form, you can still make a complaint. If you would like to talk to us before you get started, you can call our dedicated number for PPI complaints on 0800 151 0293 or +44 (0)207 649 9014 (lines open 8am to 8pm Monday to Friday and 8am to 5pm Saturday). We will confirm any sale of PPI with you when we review your complaint.

I have made a complaint - what happens next?

We will acknowledge your enquiry/complaint once we have received it.  Please note that this is currently taking up to two weeks.  Please wait to receive our acknowledgement before contacting us for an update as we will have very limited information that we will be able to provide to you before this time.  Once we have assessed your complaint we aim to respond with a final decision within eight weeks of the date of your complaint. At the moment, we are receiving a high number of complaints meaning our response may be delayed. We will write to you with an update at eight weeks to let you know if this is the case.

You acknowledged my complaint but I haven't received a final decision. What will happen now?

We will provide a full response as soon as possible and aim to do this within eight weeks of receiving your complaint. If we are unable to resolve your complaint within the initial eight weeks, we will write to you at this stage explaining why we are not able to make a decision and tell you when you will receive a final response from us.

What will happen to unresolved complaints?

We are committed to giving your complaint the attention it deserves and will send you our full written response as soon as our investigations are complete. Where we are unable to complete our investigations within eight weeks, we will write to tell you this.

Can I complain about the delay?

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.

Will I be compensated for any delays?

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.

I have received your final decision letter but am still waiting for my refund. When will I get this?

We are committed to ensuring customers receive payment within 28 days of our decision letter. 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 0800 151 0293. 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.

What does the final amount include and how do I understand how the amount has been calculated?

I have received a final decision letter upholding my complaint and containing an offer. What does the final amount include and how do I understand how the amount has been calculated?

As a general rule, your refund will include a reimbursement of all interest premiums paid, interest on those premiums and where applicable, interest calculated at 8%.

If you would like the details on the final decision letter explained to you, please call us on 0800 151 0293.

Why have you deducted income tax from my PPI refund?

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.

Will you be reopening my complaint which was originally not upheld?

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 will be happy to review those as part of any further communication you choose to make with us.

You have made an offer to refund my PPI policy premium. Will that offer change?

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.

I have a complaint that has been referred to the FOS. What will happen now?

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.

In the meantime, we will be unable to discuss the complaint with you, whilst FOS completes their investigation

Can I still buy PPI from you?

No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.

I have cancelled my PPI Policy. Can I still make a complaint?

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 in question 2. It’s easy for you to complain to us directly so you do not need to use a Claims Management Company.

The easiest way to raise a query about a PPI policy is to complete our PPI Questionnaire (PDF). By filling out the PPI Questionnaire we will have all of the information we need to assess your complaint.

Your complaint will be assessed in exactly the same way if you come to us directly and you will avoid sharing any compensation payment with a Claims Management Company.