Find out what happens after you complain about PPI, how long you should wait for a response from your provider, and what to do if you aren’t happy with your final response.
PPI complaints deadline
We set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.
Generally, if you didn’t make a complaint to your provider on or before 29 August 2019, you can no longer claim money back for PPI by complaining to providers or the Financial Ombudsman Service.
Response to checking enquiries
From 30 June 2019, most firms who found a PPI policy in response to a PPI checking enquiry automatically treated this as a PPI complaint.
However, a small number of firms have taken a different approach: if they find PPI, they write to tell you this and will give you time in which to submit a complaint. If you receive a letter from a firm inviting you to submit a PPI complaint, you should act promptly in response.
Exceptional circumstances
You may be able to complain to your bank or other provider, or to the Financial Ombudsman Service, after the deadline if you experienced ‘exceptional circumstances’ that meant you couldn’t complain in time.
Your provider may ask you to explain the circumstances that caused you to complain after the deadline and why you think they were exceptional. You may also need to supply evidence. Your provider will assess this information and make a decision, using relevant decisions from the Financial Ombudsman Service.
Please note that the Financial Ombudsman Service usually decides that exceptional circumstances only apply in a limited set of circumstances.
After you complain
If you complained to a provider about the sale of PPI on or before 29 August 2019, your provider should firstly acknowledge that they have received your complaint.
PPI complaints handling update
Previously, we had stated that within 8 weeks of your provider receiving your complaint, you should either receive a final response, or a communication outlining when you can expect a final response.
We are now 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 may 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 you may not receive a final response to your complaint until summer 2020.
If you are entitled to compensation, you will receive interest on the amount you are due (typically 8%). This 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 the final response is fair you can take your complaint to the Financial Ombudsman Service.
For more information, see our update on PPI complaints handling.
Final response
Your provider’s final response 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
Successful PPI claims – timescale and refunds
If your response includes an offer to pay you money, and you accept the offer, the money will be paid to you by bank transfer or cheque as quickly as possible.
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.
The amount you receive for a successful PPI claim will depend on the amount you’ve paid for the policy and the circumstances of your complaint. The average payment is around £1,700, but it can be much less for some people or much more for others.
For more information, visit our FAQs page.
If you aren’t happy with the final response (including rejected complaints)
If you aren’t happy with the final response, including if your complaint is rejected, or you do not hear back, you should speak to your provider.
If you still aren’t satisfied after contacting your provider about your issue, 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’. You can also use the online PPI complaint form.
Time limit for complaints to the Financial Ombudsman Service
If you received a final response letter and wish to complain to the Financial Ombudsman Service, you will need to refer your complaint to the Financial Ombudsman Service within 6 months of the date the letter was sent.