PPI complaints

The deadline to submit a PPI complaint was 29 August 2019.

If you didn’t make a complaint about the sale of your PPI policy (or non-disclosure of commission) on or before 29 August 2019, you can only ask us to review your policy for either of the reasons below:

If there were exceptional circumstances that stopped you from complaining on or before 29 August 2019, you may be able to complain to us, or to the Financial Ombudsman Service, even though the deadline has now passed.

For more information about exceptional circumstances, see the Financial Ombudsman Service website (opens in new window).

We’ll only investigate the complaint if we agree that the reason you didn’t complain before the deadline was due to exceptional circumstances. Please complete the complaint form (opens in new window).

You can also complain after the 29 August 2019 deadline if your PPI policy was still active on 29 August 2017 and you have had a claim on the policy rejected because of eligibility issues, exclusions or limitations in the policy. To be considered the complaint must relate specifically to the rejection of the claim. Please complete the complaint form (opens in new window).

We want to make sure you can make a payment protection insurance (PPI) complaint easily, and that we give you a fair outcome, whatever your needs or circumstances. Please let us know if there’s something you need us to do or know about to make the process easier for you, and/or to help us to fully investigate your complaint. Examples of the types of things you might want to tell us about include:

• Needing us to write to you in a different format (such as large print, Braille, audio or email) or get in touch with you through a specific channel (e.g. in writing only).
• If you were experiencing a physical or mental health problem at the time your PPI policy was sold, which may have affected your ability to make an informed decision to purchase the policy, or if you're experiencing one currently that we should consider when responding to your complaint.
• If you have experienced a major life event (e.g bereavement, redundancy) at the time the PPI policy was sold or more recently, which we should consider when responding to your complaint.
• Any other support that you might need to help with your enquiry or complaint (e.g. only contacting you at specific times or through a third party).

If you aren’t happy with our final response, please contact us to discuss it as soon as you can and no later than 6 months after the date of the final response letter. If you still aren’t satisfied after contacting us, you can complain 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 of the final response letter.

If you want to make a complaint that’s unrelated to the sale of PPI, for example delays in claims handling, or administrative matters such as taking the incorrect amount of premium please do get in touch. You can message us through our online chat. You can also contact us by phone, letter or by visiting your nearest branch.