Payment Protection Insurance (PPI) complaints

We’re sorry you have a complaint about the way your Payment Protection Insurance (PPI) policy was sold, but we’re committed to making the journey as easy as possible.

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.

Here's what you need to do:

1. Call or write to us

At Bank of Scotland we are committed to making it as easy as possible to resolve your complaint. 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 us on 08457 253 519 (lines open 9am to 6pm, Monday to Friday), our dedicated number for PPI complaints or write to us at Customer Relations, PO Box 548, Leeds, LS1 1WU.

2. Download and complete a FOS PPI Questionnaire

If you decide you want to proceed with your complaint, FOS PPI Questionnaire and fill in the details of your case. Filling in a PPI Consumer Questionnaire from the Financial Ombudsman Service helps us process your complaint as efficiently as possible. Send the FOS PPI Questionnaire directly to us at Customer Relations, PO Box 548, 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.

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 08457 253 519.  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.

Frequently asked questions

How do I make a complaint about the way that my PPI was sold?
If you have a query about the way that your PPI was sold you can ring a dedicated telephone line for PPI customers on 08457 253 519 (lines open 9am to 6pm, Monday to Friday).

If you prefer to write the address for correspondence is:
Customer Relations
PO Box 548
Leeds
LS1 1WU

 We encourage our customers to talk to us about PPI:

• We are best placed to deal with any queries our customers have about their PPI policy.
• Customers should call us or visit our websites for further information.
• The easiest way to raise a query about a PPI policy is to complete a FOS PPI Questionnaire. Once you have completed the form please send it directly to us at the address above.
• By filling out the FOS PPI Questionnaire we will have all of the information we need to assess your complaint.
• Rather than talk to a Claims Management Company (CMC), you can find all the information you need about raising a complaint about how your PPI policy was sold on this page. Your complaint will be assessed in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with a Claims Management Company. Further information on CMCs can be found in a joint note from the CMC Regulators (Ministry of Justice), the FSA, the FOS and the FSCS. (PDF opens in new window).

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

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 08457 253 519. 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.

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.

I want to make a complaint about the way that my PPI was sold – can I still do so?

Yes. Customers who have concerns about how their PPI policy was sold should contact us directly. Details of how to contact us are provided above. We encourage our customers to talk to us about PPI.

• We are best placed to deal with any queries our customers have about their PPI policy. 
• Customers should call us or log onto our websites for further information.
• Rather than talk to a Claims Management Company (CMC), you can find all the information you need about raising a complaint about how your PPI policy was sold on this page. Your complaint will be assessed in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with a Claims Management Company. Further information on CMCs can be found in a joint note from the CMC Regulators (Ministry of Justice), the FSA, the FOS and the FSCS. (PDF opens in new window).
• The easiest way to raise a query about a PPI policy is to complete a FOS PPI Questionnaire. Once you have completed the form please send it directly to us at the address above. By filling out the FOS PPI Questionnaire we will have all of the information we need to assess your complaint.

I have already made a complaint but I haven’t received a final decision. What will happen now?

We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint.
If you have any questions about your complaint, you can contact us on the details above.

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

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.

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 CMC acting on your behalf.

What will happen to unresolved complaints?

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.

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.

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. 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.

I have received a decision letter. How do I understand how the amount has been calculated?

For any clarification on offer letters, including amount offered, please call us on 08457 253 519 (lines open 9am to 6pm, Monday to Friday).

What was the Judicial Review and what was the outcome?

In October 2010 the British Bankers’ Association (BBA) asked the Courts to review the recently published rules made by the Financial Services Authority (FSA) 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.