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Payment Protection Insurance (PPI)

The PPI complaints deadline of 29 August 2019 has now passed

 

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

Generally, if you didn’t make a complaint to first direct before 29 August 2019, you can no longer claim money back for PPI by complaining to us or to the Financial Ombudsman Service.

After you’ve complained about PPI / Complaints made on or before 29 August 2019

If you complained to us about the sale of PPI on or before 29 August 2019, we will firstly acknowledge that we have received your complaint.

Please note that in the run up to the deadline we have received extraordinarily high volumes of PPI enquiries and complaints. As such, there may be a delay in your final response being received which may stretch well beyond 24 weeks.

Within 8 weeks of first direct receiving your complaint, you should also either receive a final response, or a communication outlining when you can expect a final response.

What to do if you’re unhappy with your final response

If you aren’t happy with the final response, including if your complaint is rejected, or you do not hear back, you should speak to us directly.

If you still aren’t satisfied after contacting us about your issue, you can complain to 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 the Financial Ombudsman Service within 6 months of the date the letter was sent.

Exceptional circumstances

If you feel you had ‘exceptional circumstances’ before the deadline which prevented you in making a complaint, please contact us on 03 456 100 100 to discuss in more detail or submit a complaint via our Online PPI form (within the form, please describe the exceptional circumstances which led you to be unable to submit a complaint by the 29th August deadline date).

The Financial Ombudsman Service has more on ‘exceptional circumstances’.

Additional support and information is also offered by the following bodies:

FAQs

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

Generally, if you didn’t make a complaint to first direct on or before 29 August 2019, you can no longer claim money back for PPI by complaining to us or to the Financial Ombudsman Service.

Please note: This page includes frequently asked questions for topics relevant before the deadline.

Exceptional circumstances

If you feel you had ‘exceptional circumstances’ before the deadline which prevented you in making a complaint, please contact us on 03 456 100 100 to discuss in more detail.  The Financial Ombudsman Service has more on ‘exceptional circumstances’. 

How long will I have to wait before I receive a response?

Clearly, we always want to be able to resolve any concerns you raise with us. Please note that in the run up to the deadline we have received extraordinarily high volumes of PPI enquiries and complaints. 

Although you have the right to refer your case to the Financial Ombudsman Service at 8 weeks, we would ask that you be patient in receiving a response from us given these volumes. There may be a delay in your final response being received which may stretch well beyond 24 weeks. Please contact us directly for more information. 

The FCA has published details of the timescales for the handling of complaints relating to PPI, these are available on the FCA website.

If you have already made a complaint, there's no need to do anything further. We will review it as soon as possible and then write to you confirming the outcome of our investigation.

What to do if you aren't happy with your complaint outcome or decision

If you aren’t happy with our final response, or haven’t received a final response within eight 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 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 had exceptional circumstances which prevented you making a complaint before the 29 August 2019.

You will need to submit your complaint within six months of receiving your PPI provider’s final response.