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, harm your ability to get financial products from us in the future 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).
What if I'm unhappy with the final response?
You will still be able to complain to the Financial Ombudsman Service after the 29th August 2019 deadline if:
- You complained to us on or before 29th August 2019
- We provided our final response on or after 29th August 2019
You will need to submit your complaint within 6 months of receiving our final response.
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.