PPI Complaints

Your guide to Payment Protection Insurance complaints

The deadline for submitting complaints is 29 August 2019

If you are unsure whether you had a Payment Protection Insurance policy, you can contact us to check. If your check comes back positive and you wish to make a complaint about its sale, you can then move to complain. You must allow 15 business days for your PPI check to be completed before making a complaint ahead of the deadline.

What brands can we check PPI on?

We are responsible for checking if you had PPI and for investigating complaints for:

  • NatWest
  • National Provincial

Still can't find your brand?

Within the RBS Group, PPI was also sold by Royal Bank of Scotland and Ulster Bank. If you think you may have been sold PPI by one of these companies, visit their PPI page.

Royal Bank of Scotland plc - PPI Complaints - Additional Information

Ulster Bank Northern Ireland plc - PPI Complaints - Additional Information

Still can't find your provider? Why not check the FCA's website, which provides helpful links to other firms.

If you are unable to locate your brand in our online forms, please leave the section blank or select "other".

Check if you had PPI

Not sure if you had PPI in the past? Why not check on your account before making a complaint using the 'Have I got PPI?' form.

You can choose to complain free of charge about the sale of PPI directly through us, rather than using a claims management company which may incur additional fees. Simply follow the steps below:

  1. 01

    Check if you have or had PPI (allow 15 business days for a response)

  2. 02

    Consider whether to complain about PPI

  3. 03

    Make the complaint online, by post or by phone

  4. 04

    Wait up to 8 weeks for a final response

How to complain

Online

PPI mis-sale complaints

If you feel like you've been mis-sold PPI, there's a complaint form you can use.

The form will ask you for personal details such as your name, address and contact information, along with any useful information you may still have for accounts or cards that may be related to the PPI.

Complaints about PPI commission (Plevin)

If your complaint is only about PPI commission (Plevin), you can raise a complaint online using an online form as well.

This may be a new commission-only complaint or where your mis-sale complaint has previously been rejected.

Complain by post or phone

By post

Download and print a copy of the PPI complaint form. Once completed, please send to:

PPI Customer Concerns Team
RBS Group
5th Floor, Hardman Boulevard
Manchester
M3 3AQ

By phone

Call us direct on 0800 015 0319.

Lines are open 8:00am-6:00pm Monday - Friday and 9:00am-1:00pm Saturday (excluding UK Bank Holidays). Calls may be recorded and/or monitored for training purposes.

Do you have any accessibility needs?

Common questions about PPI complaints

There are two types of PPI related complaint:

  • Mis-sale complaints - A complaint about the mis-sale of the PPI policy
  • Commission only (Plevin) complaints - A complaint in relation to undisclosed commission on the PPI policy

We are committed to investigating your complaint fully and fairly and each complaint is dealt with in the same way. The following steps are taken to ensure that all complaints are dealt with fully and fairly.

Acknowledgement (within 5 working days of receiving your complaint)

Once your complaint has been registered on our systems we will issue you an acknowledgement letter which will provide you with your unique PPI complaint reference. This is done within 5 working days of receiving your complaint.

Investigation

We collect all relevant information relating to your complaint before conducting a thorough investigation. During this time we may contact you to gather any further information to assist us with investigating your complaint fully.

Final decision

We will write to you within 8 weeks to explain our final decision in detail. In some cases it may take longer, however if we are unable to resolve your complaint during this time we will be in touch to explain why our decision is delayed.

If you require any further information about PPI or making a PPI complaint, more information can be found on the following sites:

  • The Financial Conduct Authority
    The Financial Conduct Authority (FCA) regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but they cannot give you advice about your individual circumstances or complaint. 
  • The Financial Ombudsman
    The Financial Ombudsman Service is 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 might want to contact the Financial Ombudsman Service if you complain and aren’t happy with the response provided or don’t receive a response within 8 weeks.
  • Financial Services Compensation Scheme
  • The Money Advice Service
  • Citizens Advice

If your credit card and/or related PPI policy closed prior to August 2001, it is likely that the bank will not be able to locate any details of PPI premiums you may have paid. This is because the bank has limitation on the data it holds in relation to historic credit cards. Therefore, if you are able to provide statements from this time, this will assist the bank in idendifying any policies held and/or premiums you may have paid.

We may request information about you from third parties to help verify your identity to comply with laws that apply to us. This request will not affect your ability to obtain credit in the future. You have certain legal rights to control what we do with your information and we may need to use third parties to verify your details.

To find out more about how we use your information, please see our full privacy policy.

We are committed to making any payment due to you within 28 days of receiving your signed acceptance. If you have provided your mobile phone number to us we will update you via text message throughout the payment process.

Payment may be processed in one of the following ways:

  • By credit to your NatWest bank account 
  • By Cheque
  • For credit card complaints, directly to your credit card if the account is still open and has a debit balance.

We're aware some of our customers are contacted by fraudsters who make promises around PPI payments, but also look to gather personal and payment details, which are then mis-used. 

Always make sure you are aware of who it is you are talking to and be careful with what information you provide.

Read more about PPI refund scams.

We deal with all complaints in the same way, regardless of your financial situation. Any compensation we have offered in relation to your complaint may be affected. For example, if you have any debts outstanding on the account or are/have been subject to an Individual Voluntary Arrangement (IVA), Protected Trust Deed, Bankruptcy or Sequestration, the refund is likely to be offset against the debt and/or paid to your insolvency practitioner. Please let us and your insolvency practitioner know when making a complaint.

Please be assured that neither your relationship with the bank or your credit score will be affected by complaining about PPI.

Yes, all you will need to do is provide a letter authorising you to act for them. This is known as a Letter of Authority (LOA). Alternatively, if you hold Power of Attorney for them or act as an executor you can provide the relevant certified documents.

Information about Claims Management Companies (CMCs)

A Claims Management Company is a business that offers claims management services to the public.

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