Payment Protection Insurance (PPI) complaints

The deadline to make a PPI complaint passed on 29 August 2019

If you’ve already made a PPI complaint to us before the deadline, you don’t need to do anything. We’ll be in touch as soon as we have an update on your case.

The PPI deadline has prompted a high number of complaints. We’re working through our cases, but our response may take longer than usual. We appreciate that you’ll want to know the outcome as soon as possible.

If you have any questions regarding your existing PPI complaint, please refer to our Existing PPI ComplaintsExisting PPI Complaints section for more information.

How to make a PPI complaint after 29 August 2019

Even though the PPI deadline has passed, there are a small number of scenarios where we may still look at a PPI complaint submitted after the PPI deadline. These include:

Exceptional Circumstances
If the reason you did not complain before the deadline is due to exceptional circumstances. This means something really important happened. Such as, you were seriously ill for an extended period before the deadline. 

Declined Claim
If you made a claim on your PPI policy that was live after 29 August 2017 and the claim was rejected.

If you think your PPI complaint falls into one of the above scenarios, you can make a PPI complaint by using our online complaint formPPI complaint form, writing to us or calling us.

For PPI complaints with exceptional circumstances, please tell us why you are submitting your PPI complaint after the deadline in as much detail as possible. This includes any relevant dates. We’ll consider the circumstances on a case by case basis and we may request additional information from you if required.

For PPI complaints relating to a declined claim, please provide as much detail as possible. This includes the date of your declined claim and why you’re unhappy with the PPI policy.

Online

To make a PPI complaint online, please click the link below. You’ll need any information you require to hand, as our online formPPI complaint form will time out after a 15 minute period of inactivity and you’ll have to start the form again.

Make a PPI complaint

Post

To make a PPI complaint by post, please write to us at Customer Relations, PO Box 816, Leeds, LS1 9NY.

Telephone

To make a PPI complaint by telephone, please call 0800 151 0293. Lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday or +44 (0)207 649 9014 if you’re calling from abroad.


Existing PPI Complaints

If you‘ve already made a PPI complaint to us, you don’t need to do anything else. We’ll make sure it's reviewed. If you’ve recently sent us a complaint, we’ll 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. The PPI deadline has prompted a high number of complaints. We’re working through our cases, but our response may take longer than usual.

Enquiries and complaints sent to us directly by you

  • If you made 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. 
  • Please wait to receive this letter before contacting us for an update.

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

  • If you made 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 contact your Claims Management Company to confirm we’ve received your enquiry or complaint. 
  • If you want an update, please get in touch with your Claims Management Company directly.

To find out more, read our Frequently Asked Questions (FAQs).

 


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 contact us by phone on 0800 151 0293 or use the appropriate section within our PPI online complaint form.

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 within 6 months of receiving our 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: