Your guide to Payment Protection Insurance complaints
If you have not yet received a response to your PPI complaint, you don’t need to do anything else.
We received significant volumes of PPI complaints in the period around the 29 August 2019 PPI deadline, and we are currently unable to provide a response to customers as quickly as we would like.
Please accept our apologies for any delays you may experience whilst we deal with your PPI complaint.
We are handling PPI complaints as quickly as possible, and in some cases it may take us until the summer of 2020 to provide a response and if applicable, any associated payment. However, we will provide an interim update on timelines once we have fully assessed case volumes.
Every effort is being made to deal with your complaint as quickly as possible and you can be assured that you won’t lose out financially because of any delays.
Thank you for your patience.
The PPI complaints deadline has passed
The FCA set a deadline of 29 August 2019 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.
However, you may be able to complain after the deadline if there is a significant reason or exceptional circumstance as to why you couldn’t complain before this date.
For further information regarding exceptional circumstances, the Financial Ombudsman Service has more on this on their website.
Please be assured that making a complaint will not affect your relationship with the bank, and will have no impact on your credit history or your ability to get financial products now or in the future.
What brands can we check PPI on?
We are responsible for checking if you had PPI and for investigating complaints for:
- 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".
How to complain
PPI mis-sale complaints
Generally, if you didn’t make a complaint to your provider on or before 29 August 2019, you can no longer claim money back for PPI.
However, you may be able to complain after the deadline if there is a significant reason or exceptional circumstance as to why you couldn’t complain within the time limit. For further information, the Financial Ombudsman Service has more on this on their website.
If you feel like you’ve been miss-sold PPI, or if your complaint is only about PPI Commission (Plevin), and you feel you have a significant reason or exceptional circumstance as to why you couldn’t complain prior to this deadline, there are complaint forms you can use.
The forms will ask you for the following details:
- Your full name
- Your date of birth
- Your phone number
- Your current address
- Additional, but non-essential, information about your policy and circumstances at the time you bought PPI
Complain by post or phone
Download and print a copy of the PPI consumer questionnaire. Once completed, please send to:
PPI Customer Concerns Team
5th Floor, Hardman Boulevard
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?
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.
Please be assured that neither your relationship with the bank or your credit score will be affected by complaining about PPI.
We offer comprehensive translation services in conjunction with our language partner, thebigword. We can provide translation into over 250 languages, ensuring your PPI claim is processed accurately and without delay. We have a dedicated team of linguists and account managers on hand, utilising the latest secure technology to support you with your enquiry/complaint.
Should you require immediate support, we work with thebigword to provide telephone interpreting, which is available around the clock, every day of the year. To ensure your enquiry/complaint is dealt with effectively, we can connect you with a native speaker to discuss your PPI claim in your own language in a matter of minutes.
If you have any questions about these services, please contact 0800 015 0319, and we will be happy to help.
If the text on our website is too large or too small, we have a step-by-step guide on how to adjust this according to your needs.
What to do if you aren’t happy with your final response
Please note that due to the exceptional volumes received in the lead up to the PPI deadline, it is taking us longer than usual to respond to your complaints and queries.
We apologise for any delay and ask for your patience as we work through the volumes. We'll contact you as soon as an update is available regarding your complaint or query.
If you still aren’t satisfied after contacting us about your issue, you can complain to the Financial Ombudsman Service.
You can still complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:
- You complained to your provider on or before 29 August 2019
- Your provider gives its final response on or after the 29 August 2019
You will need to submit your complaint within 6 months of receiving your final response.
General questions about PPI complaints
Information about Claims Management Companies (CMCs)
You don't need to use a Claims Management Company (CMC). Please contact us directly - we handle complaints in the same way, within the same timeframe and without charging any fees. Making a complaint about PPI or PPI commission won't affect your relationship with us.