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Payment Protection Insurance (PPI) queries and complaints

If you believe your PPI policy was mis-sold or commissions weren't disclosed to you, you have until 29 August 2019 (the FCA deadline) to make your complaint. You can still complain about other aspects of your policy, such as the administration or claims after this date.


Not sure if you had PPI with us?



We know it can be hard to keep track of the organisations you've held accounts with, so if you're not sure if you had PPI or MPPI (mortgage payment protection insurance) with us, call us on 0800 121 8899 and we'll check. 
 

We'll ask some questions and we may ask you to complete a more detailed questionnaire.
 

 


Existing PPI policy queries


 

If you have an existing Aviva or RSA PPI or MPPI policy, and you have any questions or want to make a claim, you'll need to contact Aviva or RSA directly:

Aviva and RSA contact details

If  you think your policy was mis-sold or commissions weren't disclosed to you, call us free on 0800 121 8899 or make a complaint below.


How to make a complaint


Online


Make a complaint now or send us
a secure message in
Online Services

Make a complaint now
 


Phone or branch


Call us free on 0800 121 8899 to make
a complaint over the phone. 

Alternatively you can visit a branch
 


Post


Write to us using this address below in
capitals and all on one line:

FREEPOST CBS CUSTOMER RELATIONS
 
Don't want to complain but want to give us feedback?
Email us at support@thecoventry.co.uk - please don't include any sensitive information
such as security details, card details etc.


What we'll do with your complaint

When things go wrong, talking it through with you is really important to us.

1

Making a PPI complaint

You can check if you’ve ever had PPI or MPPI with us by looking at your mortgage or loan documents.

If you're still unsure if you've had a PPI policy, you can call us on 0800 121 8899 and we'll check. We'll ask you for more details and if you have a policy with us we'll ask you to complete a detailed questionnaire.
 
 

2

Working together

A dedicated advisor will aim to try to resolve your complaint as quickly as we can.
 
We'll also check to see if you're affected by the non-disclosure commissions rules, even if you don't mention this in your complaint. 
 
If we need a bit more time we'll keep you up to date and let you know what's happening.
 

3

Reaching a resolution

When we've fully investigated your complaint, we’ll send you our final response letter letting you know our decision, and tell you about any compensation if this is due.
 
If you're not happy with our decision for any reason, you can ask the Financial Ombudsman Service to review it for you.
 
You can read more about the Financial Ombudsman Service below.

More about PPI claims



You can find out more about claims for mis-selling and non-disclosure of commission on the following websites:
 

 

Financial Conduct Authority
Financial Ombudsman Service
Citizens Advice Bureau

 

What happens if we can't reach a resolution together?



We're covered by the Financial Ombudsman Service which offers a free and independent review service.

If you're not happy with our final response, you can ask them to review your complaint for you.

To contact the Financial Ombudsman Service:

PPI complaints - 6 frequently asked questions

How do I know if I had PPI with you?

Read more here about the documents you could look at to see if you had PPI with us...

Read more

If my complaint is successful, how and when do you pay compensation to me?

When we've resolved your complaint, we'll send you our final response letter letting you know our decision and tell you about any compensation if this is due...

Read more

Can I use a Claims Management Company (CMC) to make a claim on my behalf?

You can choose to complain directly to us or use a Claims Management Company (CMC). The process we follow is no different...

Read more

How long will it take to resolve my complaint?

We'll aim to resolve your complaint as quickly as possible. You can read more about the timescales here...

Read more

I don't feel my policy was mis-sold, can I still complain about the commission on my PPI policy?

Yes, you can still make a non-disclosure of commission complaint and we’ll assess this using the FCA’s rules and guidelines. We’ll also look into whether the policy was mis-sold and let you know our decision.

I had a Buy to Let mortgage, can I make a PPI complaint?

We have never offered PPI insurance on Buy to Let mortgages and it's therefore unlikely you held such a policy with us. If you are still unsure, call us on 0800 121 8899 and we can check for you.