PPI Complaints Deadline Has Now Passed
Payment Protection Insurance (PPI)
The deadline of 29 August 2019 was set by our regulator the Financial Conduct Authority (FCA) for PPI complaints. Generally, if you didn't make a complaint on or before 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.
You may be able to complain to us or to the Financial Ombudsman Service, after the deadline if you couldn’t complain on or before 29 August 2019 because of exceptional circumstances. The Financial Ombudsman Service website has more on exceptional circumstances. Please see further details below.
You complained about PPI or submitted an Information Request on or before 29 August 2019
For any PPI Complaints received on or before 29 August 2019, you should have now received your final response letter.
If you are using a CMC to manage your case, where we have received valid authorisation we have also informed them of the outcome of your complaint.
Should you wish to contact us you can do so on the numbers below.
If you still aren’t satisfied after contacting us about your issue, you can complain to the The Financial Ombudsman Service.
Deadline for complaints to the Financial Ombudsman Service
If you received a final response letter and wish to complain to the Financial Ombudsman Service, you must refer your complaint to them within 6 months of the date the letter was sent.
Exceptional circumstances
You can write to us at the following address with your complaint and exceptional circumstances. Please ensure you provide a clear explanation about the circumstances that you consider being exceptional and include any available evidence to support your claim. Please note we may contact you if we require further information
PPI Team
2nd Floor
Guildhall
57 Queen Street
Glasgow
G1 3ER
Alternatively you can call us on the numbers below.
If you have any queries that are not related to the mis-sale of PPI please visit our general complaints page.
Please note: This page includes frequently asked questions for topics relevant before the deadline, such as what is PPI and whether you could complain about more than one product.
This page should answer your questions about PPI. For more information, you can call us on 0800 055 6655 (or if you live outside of the UK please call us on +44 141 952 3437*) between 8am and 6pm (UK Time) Monday to Friday.
*When you call us, call charges may apply. Please check with your telephone service provider
Payment protection insurance (PPI) was sold with products you need to make repayments on – like loans, credit cards or mortgages.
PPI was designed to cover repayments in some situations if you couldn’t make the payments yourself. Maybe because you lost your job, or couldn’t work because of accident, illness, disability or death.
PPI is also sometimes called:
- accident, sickness and unemployment (ASU) insurance
- account cover
- credit insurance
- loan care
- loan protection
- loan repayment insurance
- payment cover
- protection plan
PPI could have been sold on lending products, like:
- loans – this includes personal loans and business loans
- credit cards
- store cards – this is usually from a high street store
- mortgages
- loans secured on your home in addition to your mortgage
- car finance or something else bought on credit – this may have been called a ‘finance agreement’ or ‘hire purchase’
- home shopping accounts and catalogue accounts
- Were you pressured into buying PPI?
- Were you told you must have PPI?
- Were you advised to take out PPI that did not suit your circumstances?
- Were you promised a cheaper rate or a better chance of acceptance of the loan or credit, if you took PPI?
- Was PPI added without telling you?
- Were you self-employed, unemployed or retired but advised to take PPI?
- Did you have an existing medical condition when you took out the PPI?
- Were you advised if this medical condition was covered by your PPI?
- Was it not made clear that you would pay interest on the PPI if it was added to your loan?
- Was it not made clear that the PPI cover would end before the loan or credit was repaid?
This is not a complete list. There may be other reasons that PPI was mis-sold.
The key information we need is:
- Your name (and any previous names you've used)
- Current and previous addresses
- Date of birth
- Your employment and financial circumstances at the time you had PPI
If you don’t have all the information, tell us as much as you can. We can search relevant electronic records back to November 1995.
If you held PPI before this date, please provide your sort code and account number and dates you held PPI.
We’ll contact you if we need more information.
We'll assist you in any way we can, you can call us on 0800 055 6655 (or if you live outside of the UK please call us on +44 141 952 3437*) between 8am and 6pm (UK Time) Monday to Friday.
When you call us, call charges may apply. Please check with your telephone service provider.
Yes. Based on the information you provide we can search relevant electronic records back to November 1995.
Did you have PPI before November 1995? Please give us your sort code, account number and the dates you held PPI in your complaint.
Yes.
Because we need the signed letter of permission, this needs to be done in writing. If you need further assistance, call us on 0800 055 6655 (or if you live outside of the UK please call us on +44 141 952 3437*) between 8am and 6pm (UK Time) Monday to Friday.
When you call us, call charges may apply. Please check with your telephone service provider
Please note, from the 30th of June 2019 if you have raised an Information Request on behalf of someone else and it comes back positive we will automatically raise a complaint on their behalf. You will receive a letter from us confirming whether they have PPI or not. If there is a positive PPI outcome you will receive a further letter confirming we have logged their complaint.
What happens if someone is making a PPI information request or complaint on my behalf?
If you provided your written permission for us to deal with someone else, we’ll write to you both with the outcome of your request or complaint.
If we’re not satisfied that the permission meets our requirements, we’ll let you know before discussing your case with anyone else.
The provider who sold you a PPI policy may have received a high level of commission on the policy.
If you did not know about this commission at the time, you can complain about this. Commission earned by a provider may be called Plevin, after a Supreme Court decision, or Recurring Non-Disclosure of commission.
You may be able to complain if:
- You had a PPI policy covering repayment on a credit agreement where money was potentially owed on or after 6 April 2008
- And you had a PPI mis-selling complaint rejected before late 2015 (after 2015 commission earned by a provider was automatically investigated)
- Or you had PPI which you do not believe was mis-sold to you
No. We’ll consider commission earned by a provider as part of your complaint, even if you don’t mention it.
No. You have already received full compensation.
From the 30th of June 2019 if you have raised an Information Request and it comes back positive we will automatically raise a complaint on your behalf. You will receive a letter from us confirming whether you have PPI or not. If there is a positive PPI outcome you will receive a further letter confirming we have logged your complaint.
If your Information request was raised before 30th June 2019 we will write to you with our findings. If there is a positive PPI outcome and your letter doesn't make reference to the Bank automatically raising a complaint on your behalf, you should complete and submit a complaint before the 29th of August 2019.
We’ll acknowledge receipt of your complaint promptly.
We’ll investigate and aim to write to you with our final response and details of any compensation you may be due within 56 days. If we’re unable to complete our investigation within 56 days, we’ll write to you with an update.
If you have any questions, you can call us on 0800 055 6655 (or if you live outside of the UK please call us on +44 141 952 3437*) between 8am and 6pm (UK Time) Monday to Friday.
*When you call us, call charges may apply. Please check with your telephone service provider.
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 29 August deadline if:
- You complained to us on or before 29 August 2019
- We give you our final response on or after 29 August 2019
You will need to submit your complaint within 6 months of receiving our final response.
For more information on the Financial Ombudsman Service, please see their website (Link opens in a new tab). You can contact them on 0800 023 4567
or write to:
The Financial Ombudsman Service
Exchange Tower
London
E14 9SR
There are a number of free sources of help and support related to PPI:
