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, you don’t need to do anything else. We’ll make sure your complaint is reviewed.

Leading up to the PPI deadline in August 2019 we received an exceptionally high number of PPI enquiries and complaints. We’re working through these cases as quickly as we can but it's important that we take the time to get the right outcome for you. As a result our final decision may not reach you until summer 2020.

Enquiries and complaints sent to us directly by you

  • We’ll send you an acknowledgement letter to confirm we’re looking into your enquiry or complaint.
  • Please wait to receive this letter before contacting us for an update.
  • If you made an enquiry before the deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf.
  • We’ll then review your complaint and if we need any further information we may call or write to you.
  • We’ll then write to you with our final decision once we've completed our review.
  • If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

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

  • We’ll keep your CMC informed as we progress your enquiry or complaint.
  • If you want an update, please get in touch with your CMC directly.
  • If you made an enquirybefore the deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf.
  • We'll review your complaint and if we need any further information, we or your CMC will be in contact.
  • We'll then write to both you and your CMC with our final decision once our review is completed.
  • If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

To find out more, please read our Frequently Asked Questions (FAQS). If you’d like to speak to us about something not covered by the FAQs, please call us directly on 0800 151 0293.

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. 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.

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

If you think your PPI complaint falls into one of the above scenarios, you can make a complaint by:

  • Using our online complaint formPPI complaint form. You’ll need any information you require to hand, as our online form will time out after a 15 minute period of inactivity and you’ll have to start the form again.
  • Writing to us at Customer Relations, PO Box 816, Leeds, LS1 9NY.
  • Calling us on 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.

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 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 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: