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.
Please note that the run up to the deadline is likely to be a particularly busy period for providers. However, 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. Please contact your provider directly for more information.
The provider should firstly acknowledge that they have received your complaint.
Their 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
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.
Remember: if you haven't complained to your provider by 29 August 2019, you won't be able to claim money back for PPI - so you should make your decision as soon as possible.
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.
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
- your provider gives its final response on or after the 29 August 2019
You will need to submit your complaint within 6 months of receiving your PPI provider's final response.