PPI Complaints Deadline Has Now Passed
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.
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
57 Queen Street
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:
PPI could have been sold on lending products, like:
This is not a complete list. There may be other reasons that PPI was mis-sold.
The key information we need is:
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.
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.
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:
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 will need to submit your complaint within 6 months of receiving our final response.
The Financial Ombudsman Service
London E14 9SR
There are a number of free sources of help and support related to PPI:
The Financial Conduct Authority (FCA) – regulate the financial sector and protect consumers. The FCA provides general information to help you understand PPI. But they cannot give you advice about your individual circumstances or complaint.
You can contact them on 0800 101 8800 or write to:
Financial Conduct Authority
12 Endeavour Square
Financial Ombudsman Service (FOS) – 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.
You can contact them on 0800 023 4567 or write to:
The Financial Ombudsman Service
Money Advice Service (opens in a new window) – an independent service, set up by government to provide free and impartial advice to help people manage their money.
You can contact them on 0800 138 7777 or write to:
The Money Advice Service
Citizens Advice (opens in a new window) - provides free, confidential and independent advice to help people overcome their problems.
You can contact them on 03454 04 05 06 or write to:
Citizens Advice consumer service
2nd Floor, Fairfax House
Financial Services Compensation Scheme (FSCS) (opens in a new window) - If you think you were mis-sold PPI by a provider that has gone out of business, you may be able to claim on the Financial Services Compensation Scheme (FSCS). FSCS may cover you if you are, or were, a customer of an authorised financial business in the UK that no longer exists.
You can also refer to our FSCS Guide download (Opens in a new window) for more details.