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What is PPI?

PPI is an insurance policy designed to protect your monthly mortgage or loan repayments for a specified period of time in the event you’re unable to work due to an accident, sickness or unemployment.

How do I know if I had PPI?

I’m still unsure if I had PPI – what should I do? 

Will my experience be different if I use a Claims Management Company (CMC)?

The experience will be the same whether you complain to us directly or use a Claims Management Company (CMC).  The process we follow is no different. Our team of dedicated complaint handlers are trained to investigate your concerns fully to ensure that the outcome we deliver is fair and addresses all your concerns.

If you do decide to use a CMC, it’s likely you’ll have to pay for their services. However, there’s no fee if you complain directly to us. If you’re complaint is successful, you’ll therefore get to keep 100% of any compensation paid instead of sharing with the CMC.

Can I still complain if I’ve already made a successful claim under the policy? 

You can still make a complaint about mis-selling, even if you’ve successfully claimed under the policy.  If we uphold your complaint and determine that compensation is due, we may deduct the value of any claims that have been paid when assessing the amount of compensation due.

If I had a Buy to Let mortgage can I make a complaint? 

We have never offered PPI insurance cover on Buy to Let mortgages and it is therefore unlikely you held such a policy with us for any Buy to Let property.  If in doubt, you can contact us to check. 

What happens when I make a PPI complaint?

Mis-selling complaints:

We’ll record your complaint and do all we can to resolve it as quickly as possible. While complaint rules allow us 56 days to resolve customer complaints we’re committed to resolving these as soon as possible. We’ll keep you informed throughout.

Once we have resolved your complaint, you’ll receive a Final Response letter. This will:

·       tell you of our decision 

·       give a breakdown of any compensation, if this is due 

·       provide information about the Financial Ombudsman Service (FOS)

Non-disclosure of commission complaints:

Not all PPI policies fall within the FCA rules on high commissions so when you make a complaint, we'll check to find out whether your policy is in this category or not. 

If your policy does fall within the rules, we'll investigate your complaint and do all we can to resolve it as quickly as possible. If it isn't within the rules, we'll write to you as soon as we can to let you know. 

I don't feel my PPI 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.

If my complaint is successful, how do you pay my compensation?

What happens if I’m not happy with the outcome of my complaint?

We’ll confirm the outcome of our investigations into your complaint in writing – this will be our final response letter. If you’re unhappy with our decision, you have the right to refer your complaint to the Financial Ombudsman Service.  

We’ll send you a leaflet with our final response letter explaining the process involved.  You have up to six months from the date of the letter to refer your complaint to the ombudsman service. Their contact details are as follows:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Tel: 0800 023 4567