Payment Protection Insurance (PPI)

Our guidance if you want to make a complaint

In line with our commitment to becoming the UK's most Helpful Bank, we have set out some guidance below should you wish to make a complaint about the way in which your PPI policy was sold.

We are committed to making the complaints process as simple and fair as possible. It is easy and free of charge to make a complaint directly rather than using a Claims Management Company (CMC). We treat all complaints in exactly the same way therefore there is no advantage in using a CMC.

Please note that CMC's may charge you a fee, up to 39% + VAT of any possible compensation in order to handle your complaint. The Royal Bank of Scotland Group will not cover any charges you may incur as a result of instructing a Claims Management Company to act on your behalf.

Comparison of  a PPI Refund of  £3000 - complaining directly and complaining using a CMC (which charges a fee of 39% + VAT

• If you complain directly (without using a CMC), you will receive 100% of your refund - £3000

• If you complain using a CMC (which charges a fee of 39% + VAT) you will receive - £1,596

• You will receive £1,404 less when you use a CMC (which charges a fee of 39% +VAT) instead of complaining directly



Refund Amount

Amount You Will Pay

Amount You Will Receive

Complain Direct





Complain via CMC

39% (+ VAT)





How do I complain about the way that my PPI was sold?

You can contact our PPI Customer Concerns team in one of the following ways:

By Telephone

Call us directly on 0800 015 0319

Lines are open Monday to Friday 8am – 5pm excluding public holidays. Calls may be recorded and/or monitored for training purposes.

By Post

Complete the PPI Consumer Questionnaire (PDF 49KB) and send it to:

PPI Customer Concerns Team 
Royal Bank of Scotland Group,
5th Floor,
Hardman Boulevard, 
M3 3AQ

To help us manage your complaint as quickly and efficiently as possible please fully complete the questionnaire. 


Frequently Asked Questions

What is Payment Protection Insurance (PPI)?
Payment Protection Insurance (PPI) is an optional insurance policy often taken with loans, mortgages, overdrafts, credit cards or store cards that could cover you if you can't meet your repayments in the event of involuntary unemployment, illness, accident, disability or death.

How can I find out if I had PPI?
If you had PPI, full details of the policy will be included in your original product documentation. If you are unable to locate this please call our PPI Customer Concerns team on 0800 015 0319.

I was sold a PPI policy but cancelled it. Can I still make a complaint?
Yes, you can still make a complaint following the process outlined in the "How do I complain" section above.

Can I only complain about a policy sold to me within a certain period of time?
No, you can make a complaint about your policy regardless of when it was sold.

What happens after I make a complaint?
We are committed to investigating your complaint fully and fairly and each complaint is dealt with in the same way.


Step What we do Timescale
Acknowledgment Log it on our system before issuing you an acknowledgment letter which will include your unique PPI complaint reference Within 5 working days of receiving your complaint
Investigation Collect all relevant information relating to your complaint before conducting a thorough investigation This could take up to 6 weeks
Final Decision Write to you to explain our final decision in detail and if appropriate, make an offer of compensation.

Any compensation payment will then be made within 28 days of your acceptance.
Within 8 weeks of receiving your complaint


How do I get an update on my complaint?
All customers will receive an acknowledgment letter within 5 working days of receiving your complaint and a final decision letter within 8 weeks.

If you are able to provide a mobile number when you make your complaint, we will keep you updated via text message at key stages throughout the process.

What can I do if I am dissatisfied with your decision?
If, for any reason, you are dissatisfied with our decision you can contact the Financial Ombudsman Service (FOS) for further investigation. Their contact details are:

Financial Ombudsman Service
Exchange Tower
E14 9SR

0800 023 4567 
(Normally free from a “fixed line”. Mobile charges may apply).

0300 123 9123 
(Charged at same rate as 01 or 02 numbers on mobile phone tariffs).

+44 20 7964 0500 
(For calls from outside the UK, if the above numbers are not available).



Please note that the FOS cannot consider a referral from you until the 8 week period has passed.

How do you calculate the offer of compensation?
We calculate our offer based on a refund of the PPI premiums you paid, interest on those premiums and 8% statutory interest.

This offer of compensation will take into account any arrears outstanding on the account/s the policy relates to.

I’ve seen a credit to my account today but it doesn’t match my offer amount. Why?
For closed products the refund of PPI premiums and 8% statutory interest are paid separately. The PPI premium refund will be visible the moment it is paid and the 8% statutory interest will be visible the next day. The two refunded amounts will reflect your total offer or slightly more due to additional interest.

For open products, it may be necessary to restructure the product taking into account the removal of PPI polices. This may result in an additional payment being made that, due to timing, wouldn’t have been included in your final decision letter.

Why do I have to pay tax on the 8% statutory interest?
The 8% statutory interest payable to you is treated as income which, in line with HM Revenue & Customs (HMRC) requirements, is taxable. If you believe you are exempt from paying tax please contact HMRC directly.

I have heard that the RBS Group and other Banks’ will write to customers who purchased PPI products. What does this mean?
Both the RBS Group and the FSA have some concerns regarding the way that PPI was sold to some customers. Where there may be grounds for concern, we will proactively write to customers offering to review the product sale.

Will all customers who had PPI receive a letter?
No. We will write to customers where we and the FSA agree there is a material risk that our sales process was not followed correctly.

If I receive a letter what do I have to do?
Full details, including the postal address and contact telephone number of a dedicated team established to manage your enquiries, will be included in the letter.

If I receive a letter does it mean I am entitled to an offer of compensation?
This depends upon the particular circumstances of your case. If our review concludes that a mis-sale occurred, you may be entitled to a refund of some or all of the PPI costs.

If I don’t get sent a letter can I still complain?
Yes, we are happy to investigate any complaint where you feel you have been mis-sold Payment Protection Insurance. Please refer to the "How do I complain about the way my PPI was sold?" section above on how to do this.

If you have any further queries please contact us directly or refer to the guidance provided by the Financial Ombudsman Service Website.

Our guidance if you want to make a complaint about the service you have received from a CMC

The Legal Ombudsman is an independent and impartial scheme set up to help resolve legal service disputes with formal powers to investigate and resolve Service Related complaints about Claims Management Companies (CMC’s).

A Claims Management Company is a business that offers claims management services to the public. Their services consist of advice of services in respect of claims for compensations, restitution, repayment or any other remedy for loss or damage.

If you are unhappy with the service, you have received from a Claims Management Company then first please register your concerns directly with the company.

The CMC has 2 days to acknowledge receipt of your complaint and has 8 weeks to investigate your complaint.

If after 8 weeks, no response has been received or you remain unhappy with the CMC’s response then you are eligible to refer your complaint to the Legal Ombudsman (LeO) – which is free of charge.

LeO aims to resolve complaints within 3 months of the date the customer confirmed the details of their complaint.

How to contact LEO:

Phone:    0300 555 0333 (between 8.30am to 5.30pm)
By Post to:     Legal Ombudsman   
                  PO Box 6804
                  WV1 9WG

For more information on LeO please visit:

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