This page provides information to assist you if you are considering making a complaint about how your PPI policy was sold to you. If, after reading the information, you still believe that you have a complaint about the way in which your PPI policy was sold, rest assured that we’re committed to making this as straightforward as possible for you.
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.
If you have previously received a letter from us outlining potential concerns about the way PPI may have been sold to you, then you may have less time, 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.
Making a complaint about PPI or checking your accounts for PPI will not affect your relationship with us, and will have no impact on your credit history or your ability to get financial products from us in the future.
We are responsible for investigating PPI complaints for the following brands and store cards:
If the brand of your product is not listed above and you would like to check with us before getting started, please call our dedicated number for PPI complaints on 0800 151 0293 or +44 (0)207 649 9014 (lines open 8am to 6pm Monday to Friday and 9am to 2pm Saturday).
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 forms.
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.
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.
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 6pm Monday to Friday and 9am to 2pm 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.
To check if you’ve had PPI on a product from any of the brands listed above, 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 you already know you’ve held PPI on a product from any of the brands listed above, you can make a complaint by calling us, writing to us or using our online form. The form should take no longer than 15 minutes to complete.
As a minimum, your PPI complaint should include:
You should also include the following, if you know it:
In the ‘why are you unhappy with the PPI policy’ section, please also provide the following, if you know it:
You can also 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 6pm, Monday to Friday and 9am to 2pm 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.
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.
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.
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.
The following bodies have information relating to PPI complaints and/or advice on making a complaint:
The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers.
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 will need to submit your complaint within 6 months of receiving your PPI provider’s final response.
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:
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.
The easiest way to raise a query about a PPI policy is to complete our PPI Questionnaire. 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 :
PO Box 816
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 query about the way your PPI was sold you can ring a dedicated telephone line for PPI customers 0800 151 0293 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday).
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.
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.
Yes, even if you can’t find your paperwork we will investigate your complaint properly and fairly.
To check if you’ve held a Bank of Scotland PPI policy, please complete our online PPI Check Form. Please note, using this option will not provide you with a copy of all your personal data.
You can get a copy of all the personal information we hold about you by filling in this form or by writing to us at this address:
Bank of Scotland DSAR
Charlton Place (C42)
If you wish, we will provide it to you in an electronic format that can be easily re-used, or you can ask us to pass it on to other organisations for you. If you want to do this you can visit one of our branches, or call us on 0345 602 1997 (+44 1733 347 007 from outside the UK). Lines are open 24 hours a day, 7 days a week. Calls may be monitored or recorded.
If you have a hearing or speech impairment you can also call us using the Next Generation Text (NGT) service. Simply dial 18001 and then the telephone number.
If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online using our BSL SignVideo service.
We will send you an acknowledgement letter within 5 working days of receiving your complaint. If necessary, we will contact you by telephone to gather any further information required to assess your complaint fully. Once we have assessed your complaint, we aim to respond with a final decision within eight weeks of the date of your complaint.
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.
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.
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.
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.
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 will 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.
As a general rule, your refund will include a reimbursement of all insurance 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.
From 1st 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, call the HMRC tax helpline on 0300 200 3300.
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.
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.
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.
No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.
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 is 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. 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.