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Payment Protection Insurance

The deadline for PPI complaints was 29 August 2019.

Here you will find answers to some of the more common questions we receive about PPI complaints.

Frequently Asked Questions

We will not be considering new PPI mis-selling and commission complaints once the deadline has passed, unless exceptional circumstances prevented you from doing this before the deadline. If this was the case we may ask you to provide evidence of this.

If we received your complaint by 29 August 2019 we’ll be processing it. You should expect to receive an acknowledgement from us within 5 business days of us receiving your complaint and we’ll let you know if we need anything else for our investigation.

If, before the deadline, you asked us whether you held PPI and we found that you did, we’ll have automatically turned this into a complaint and we will let you know if this is the case. We’ll also let you know if we haven’t found any PPI for you.

We will assess your complaint to see whether there was any evidence of mis-selling and where there wasn't, we will also review whether the rules and guidance regarding the disclosure of unfair commission apply to you. Once we have done this, we will aim to send you our final response within 8 weeks.

Commission is an amount paid, as part of the insurance premium which does not pay for the insurance cover but is instead, kept by the company selling the insurance. This was usually to cover expenses and as a reward for selling the insurance to you.

If your PPI complaint is upheld for mis-selling, the amount you receive will vary depending on a number of factors such as how long the insurance was held and how much you paid for it. 

If your complaint is upheld for commission, the amount you receive will depend on whether the commission was more than 50%, by how much and the length of time you held the insurance for.

You may have to pay tax on some of the additional interest paid to you, but this will be only a small part of any payment made to you.

Help and support is available from the Financial Conduct Authority, visit their website at or call them on 0800 101 8800.

You can also contact the Financial Ombudsman Service, visit their website at or call them on 0800 023 4567.

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