After you complain about PPI

If you complain to a bank or other provider about the sale of PPI, they must send you a final response in writing within 8 weeks of receiving your complaint.

The bank or other provider should firstly acknowledge that they have received your complaint.

They must then write to you within 8 weeks of receiving your complaint, to give you a final response that should explain:

  • whether your complaint has been successful or rejected, and why
  • whether they are offering to pay you back any money – and how much
  • why they need more time to make a decision, if required
  • what you can do if you aren’t happy with the final response, such as complain to the Financial Ombudsman Service

If the response includes an offer to pay you money, and you accept the offer, the money will be paid to you through a bank transfer or a cheque. 

Some providers won’t need you to accept the offer before they pay you back any money – if you aren’t sure what you need to do, contact them to ask.

Help understanding the final response

If you want help understanding the final response or you would like it in a different format, you should contact your bank or other provider to ask.

You can also contact the Financial Ombudsman Service to ask for help understanding the final response.

    PPI quick answers

    If you aren’t happy with the final response

    If you aren’t happy with the final response, including if your complaint is rejected, or you do not get a final response within 8 weeks, you can complain to the Financial Ombudsman Service.

    You can do this whether you made the complaint yourself or used a claims company.

    The Financial Ombudsman Service will contact both you and your provider to find out what has happened, and will then decide if your provider has treated you fairly.

    You can use the free PPI complaint form (DOC) to contact the Financial Ombudsman Service. This form is sometimes also called a ‘PPI questionnaire’.

    It is important you contact the Financial Ombudsman Service within 6 months of your provider sending their final response, or they may not be able to deal with your complaint.

    Deadline for complaints to Financial Ombudsman Service

    You will still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:

    • you already complained to your provider on or before 29 August 2019
    • you complain to the Financial Ombudsman Service within 6 months of receiving the final response from your provider

    How providers consider complaints

    We introduced new rules that mean banks and other providers have to consider complaints about commission they earned from the sale of PPI.

    These rules followed a Supreme Court decision in Plevin v Paragon Personal Finance Limited in 2014 (usually called just ‘Plevin’).

    Rejected complaints about mis-selling of PPI

    If you had a previous complaint about mis-selling of PPI rejected, you can still complain about commission earned by a bank or other provider.

    You might not have to give all the information about your policy or circumstances again. Contact your provider or check their website, to find out what you need to include in a new complaint.

    Banks and other providers are sending letters to people who had a previous complaint about mis-selling of PPI rejected, to explain that they can make a new type of complaint about PPI. 

    These letters must be sent by the end of November 2017, but you don’t have to wait until you receive a letter to complain about a provider earning a high level of commission. 

    Successful complaints about mis-selling of PPI

    If you previously complained about mis-selling of PPI and were refunded some or all of the money you’ve paid, you will not get back more money if you now complain about commission earned from the sale of the same PPI policy.

    This is because there is no remaining loss that you need to claim back.

    New complaints 

    If you complain about mis-selling of PPI, your provider will usually also consider commission they earned, as part of your complaint – even if you don’t mention it.

    Complaints made since late 2015

    If you’ve complained about mis-selling of PPI since late 2015, your provider should have told you in writing that they would consider the commission they earned, as part of your complaint once the new rules came into force on 29 August 2017.

    Check the paperwork from your complaint or contact your provider, if you aren’t sure. 

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