Payment Protection Insurance (PPI)
We're sorry that you have a concern about Payment Protection Insurance and we will do our best to investigate your complaint as swiftly as we can.
To help us assess your complaint, please write to us and provide full details of why you believe you were mis-sold PPI. You may find it helpful to complete and send us the questionnaire available on the Financial Ombudsman Service website.
Sending us this form together with your covering letter should ensure we have all the information we need to process your complaint efficiently and as quickly as possible.
Letters and questionnaires can be sent to:
PPI Complaints Team
PO Box 17402
There is no need to use a claims management company (CMC) to make your complaint. If you contact us directly we will assess your complaint in exactly the same way that we treat complaints sent in by a CMC and you won't incur a fee.
If you have already made a complaint, you don't need to do anything further, as we will write to you shortly confirming the outcome of our investigation.
Frequently asked questions
What is Payment Protection Insurance (PPI)?
Payment Protection Insurance is an optional insurance policy taken out with loans or credit cards that could cover you if you can’t meet your repayments due to illness, sickness, disability or involuntary unemployment.
How long will I have to wait before I receive a response?
Under the Financial Services Authority rules, we have a maximum time limit of 8 weeks to provide you with a written response.
After receiving our decision, if you remain dissatisfied you have the right to refer the matter to the Financial Ombudsman Service, South Quay Plaza, 183 Marsh Wall, London, E14 9SR. You can telephone them on 0845 080 1800 or visit www.financial-ombudsman.org.uk for further information.
Lost or stolen card?
Call us immediately on: 0845 300 4278
Lines are open 24/7.