Mis-selling complaints

We’ll record your complaint and do all we can to resolve it as quickly as possible. This may involve calling you, so it’s important for you to note our calls will display as a 0800 number on some phones. Don’t worry, checking to see if you have reason to complain about PPI won’t harm your relationship with us, or affect your credit score.

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 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 scope of the FCA rules so when you make a complaint, we'll look at your policy to find out whether your policy is in scope or not. Don’t worry, checking to see if you have reason to complain about PPI won’t harm your relationship with us, or affect your credit score.

If your policy does fall within the scope of 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 scope of the rules, we'll write to you as soon as we can to let you know.

Use of my information

We will use the information you give us to investigate your complaint. More information can be found in How We Use Your Information.

Under FCA rules, you can complain about the level of undisclosed commission earned from your PPI policy.

In simple terms, the rules apply to PPI polices that covered repayments on credit agreements – such as loans, mortgages and credit cards – where the agreement was entered into on or after 6 April 2007 or if the agreement was entered into before 6 April 2007 and was still ongoing as at 6 April 2008 (although there will be some exceptions to this general position).

We're working through the complaints received before the new rules came into force on 29 August 2017 as quickly as possible. We expect to have responded to all these complaints shortly, and our calculation of compensatory interest will reflect the time taken to respond.

Yes, you can still make a non-disclosure of commission complaint and we’ll assess this using the FCA’s rules and guidelines.

Our preference is to pay direct to the policyholder(s) current account, as this is the fastest and most secure payment method. Alternatively, a cheque can be sent.

Please be aware that we will check to find out if there are any arrears on accounts connected to the PPI policy. If there are, we’d use the compensation to reduce or clear these. 

If you have ever had an individual voluntary arrangement (IVA), there are additional legal considerations that may need to be applied in these circumstances.

HM Revenue & Customs (HMRC) regulations require us to deduct basic rate income tax from the 8% compensation interest awarded as part of your redress payment. This will be paid to HMRC on your behalf.

We know that not all of our members are liable to pay income tax and others may be higher/additional rate taxpayers. If this is the case for you, you will need to contact your local tax office to arrange a refund or make an extra payment to clear your liability. When doing this, remember that income tax has only been charged on the 8% compensation interest element and not on the full amount.

You will receive a payment confirmation letter which will constitute a tax certificate for your settlement. You must keep this for your records because HMRC may need it at a later date or you may need it to support your self-assessment tax return.

Yes, you can complain, however, if you cancelled the policy before paying any premiums, no compensation would be due.  Alternatively, if you kept the policy after the free introductory period we will investigate any concerns.

Help and support is available from:

• Financial Conduct Authority
• Citizens Advice Bureau
• Moneysavingexpert.com
• Which? (members only)
• Financial Ombudsman Service