PPI complaints handling update

We are aware that the volume of PPI checking enquiries and complaints sent to firms increased significantly during August 2019 in the run-up to the complaints deadline on 29 August. As a result, firms will not be able to meet their normal complaint handling times.

While firms have large operations in place to deal with PPI complaints, a number of them have informed us that it is possible that you might not receive a final response to your complaint until summer 2020.  

We are challenging firms to deal with these complaints as quickly as is reasonable, given the very large volumes. It will take time for some consumers to receive their response but it is important to us that these complaints are handled fairly and accurately.

If following your complaint, you are entitled to compensation, you will receive interest on the amount you are due (typically 8%), which will include the length of time it took to respond, so you won’t lose out financially from any delay.

Your provider should be able to tell you when you can expect their final response to your complaint. It will also explain that if you don't think that the final response is fair you can take your complaint to the Financial Ombudsman Service.

If you feel that you are a vulnerable consumer, or have particularly pressing financial difficulties, explain that to your provider who will assess whether it would be appropriate for them to deal with your complaint sooner.

If you aren’t happy with the final response from your provider, you can take your complaint to the free and independent Financial Ombudsman Service.