Frequently Asked Questions

  •  Payment Protection Insurance (PPI)



    • The FCA 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 us on or before the 29th August 2019, you can no longer claim money back for PPI from us, nor can you raise a complaint with the Financial Ombudsman Service.

    • If you submitted your complaint on or before 29 August 2019, receipt of your complaint will be formally acknowledged.

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

      Please note that the run up to the deadline is likely to have been a particularly busy period for all providers, which may result in your final response being delayed.

    • If you aren't happy with the final response, including if your complaint is rejected, or you do not hear back, you should contact us.

      If you still aren't satisfied after contacting us, you can complain to the Financial Ombudsman Service.

    • You may be able to complain to us or to the Financial Ombudsman Service after the deadline, if you couldn't complain within the time limit due to 'exceptional circumstances'. The Financial Ombudsman Service has more on 'exceptional circumstances'.