PPI Complaints

PPI Complaints

The information you need to assist you if you are considering making a complaint on how your PPI policy was sold.

How to complain
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Can our common complaint questions help?

How to complain


Online PPI Form


Our online form allows you to send your PPI complaint form directly to us. 




By telephone

Call us directly on
0800 015 0319

Lines are open
08:00am – 08:00pm Monday - Friday 
and 08:00am - 03:00pm Saturday - Sunday.
(excluding UK bank holidays)

Calls may be recorded and/or monitored for training purposes.

By post

Download/complete a 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.

If you are making a complaint, we want to ensure we make this process as easy as possible for you and so if you have specific needs such as large print, braille or translation services, then please let us know.

Claims Management Company (CMC)

What information you should know

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.


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



Example Fee

Example Refund Amount

Example Amount You Will Pay

Example Amount You Will Receive

Complain Direct





Complain via CMC

39% (+ VAT)




If you want to make a complaint about the service you have received from a CMC

The Legal Ombudsman (LeO)  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).


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 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:

Website: www.legalombudsman.org.uk/cmc

Phone:    0300 555 0333 (between 8.30am to 5.30pm)

Email:     cmc@legalombudsman.org.uk

By Post to:  
Legal Ombudsman
PO Box 6804

For more information on LeO please visit: http://www.legalombudsman.org.uk/faqs/

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