PPI complaints

The deadline to submit a PPI complaint about mis-sale or non-disclosure of commission by 29 August 2019 has now passed

If you made an enquiry or complaint before the deadline, you don't need to do anything as we'll be in touch with an update as soon as we can. We're committed to resolving your enquiry or complaint however, the volume received before the PPI deadline means that it's taking us longer than usual to complete our reviews. Please don't worry if you don't hear from us as soon as you're expecting. For more information, take a look at the ‘Already made a complaint?’ section below

Making a complaint after 29 August 2019

If you didn’t make a complaint about the sale of your PPI policy (or non-disclosure of commission) on or before 29 August 2019, you can only ask us to review your policy for either of the reasons below:

Exceptional circumstances

If there were exceptional circumstances that stopped you from complaining on or before 29 August 2019, you may be able to complain to us, or to the Financial Ombudsman Service, even though the deadline has now passed. The Financial Ombudsman Service has more on exceptional circumstances. Note the complaint will only be investigated if we agree that the failure to complain before the deadline was due to exceptional circumstances. Please complete the complaint form or call us on 0800 545 3004 Monday to Friday 8am to 6pm.

Rejected Claims

You can also complain after the 29 August 2019 deadline if your PPI policy was still active on 29 August 2017 and you have had a claim on the policy rejected because of eligibility issues, exclusions or limitations in the policy. To be considered the complaint must relate specifically to the rejection of the claim. Please complete the complaint form or call us on 0800 545 3004 Monday to Friday 8am to 6pm.

Already made a complaint?

If you’ve already made a complaint before the deadline, we’ll send an acknowledgement letter as soon as possible.

If you made an enquiry asking whether you had PPI before the deadline, and we find you had a PPI policy, we’ll automatically open a complaint for you, so you don’t need to do anything else to make a complaint.

If you’ve authorised a Claims Management Company to make an enquiry or complaint on your behalf before the deadline, we’ll update them, so please contact them directly if you want an update.

I need additional help and support

We want to make sure you can make a payment protection insurance (PPI) complaint easily, and that we give you a fair outcome, whatever your needs or circumstances. Please let us know if there’s something you need us to do or know about to make the process easier for you, and/or to help us to fully investigate your complaint. Examples of the types of things you might want to tell us about include:


  • Needing us to write to you in a different format (such as large print, Braille, audio or email) or get in touch with you through a specific channel (e.g. in writing only);
  • If you were experiencing a physical or mental health problem at the time your PPI policy was sold, which may have affected your ability to make an informed decision to purchase the policy, or are experiencing one currently that we should consider when responding to your complaint;
  • If you have experienced a major life event (e.g bereavement, redundancy), at the time the PPI policy was sold or more recently, which we should consider when responding to your complaint; or
  • Any other support that you might need to help with your enquiry or complaint (e.g. only contacting you at specific times or through a third party).

Frequently asked questions

We normally aim to provide a full response within 8 weeks of receiving your complaint. Due to the high volume of complaints we’ve received just before the PPI deadline, it may take us longer than 8 weeks to issue a final response. If this happens, we’ll let you know when we expect to be able to provide the final response, and the next steps you can take if you want to. In the meantime, if we’ve asked you for more information to help us investigate your complaint, please make sure you’ve sent it to us. If we agree to pay you redress in response to your complaint, we’ll make sure our calculation includes the period when we investigated the complaint so that you don’t lose out.

If you aren’t happy with our final response, please contact us to discuss it as soon as you can and no later than 6 months after the date of the final response letter. If you still aren’t satisfied after contacting us, you can complain to the Financial Ombudsman Service.

If you received a final response letter and wish to complain to the Financial Ombudsman Service, you must refer your complaint to the Financial Ombudsman Service within 6 months of the date of the final response letter.

Please complete the complaint form or write to us at the address below.

NW199
Nationwide Building Society
Kings park Road
Moulton Park
Northampton
NN3 6NW