Complain about commission earned by a provider

Find out why you can make a new type of complaint – about the commission a provider earned from the sale of PPI – even if you had a previous complaint about mis-selling of PPI rejected.

If you had PPI there are 2 reasons you might be eligible to claim back money you’ve paid for the policy:

  1. PPI was mis-sold to you – as explained on the previous page
  2. the bank or other provider earned a high level of commission from the sale of PPI, but didn’t tell you this when you bought it – as explained below

If you aren’t sure if you had PPI, you should find out more about PPI and how to check if you had a policy.

Claim that a provider earned a high level of commission 

A bank or other provider was usually paid ‘commission’ by the insurer, as a reward for the sale of PPI. If you had PPI, the money for this commission would come out of the payments you made for the policy.

You can now claim back some of the money you’ve paid for PPI, if the bank or other provider earned a high level of commission from the sale of PPI but didn’t tell you this when you bought it.

A ‘high level of commission’ typically means it was more than half of what you’ve paid for your PPI policy.

You do not need to know or explain how much commission was paid for your PPI policy, so if you aren’t sure you might want to complain.

You may be eligible to get back some money if your PPI policy covered repayments on a credit agreement – like a credit card, loan or mortgage – and you:

  • took it out before 6 April 2007, but it was still open on or after 6 April 2008 (even if you had stopped using it)
  • took it out on or after 6 April 2007 (whether or not it was still open on or after 6 April 2008)

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.

How providers consider complaints about commission

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’).

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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