Complain about mis-selling of PPI

If you had PPI and are unhappy with how it was sold, you can complain about it and claim back money you’ve paid. Find out about mis-selling of PPI and why you might be eligible to claim a refund.

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 below
  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 on the next page

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 for mis-sold PPI

We have found that PPI was often mis-sold

It is likely you were mis-sold PPI if you experienced any of the following:

  • you were pressured into buying PPI or told you must have PPI
  • you were promised a cheaper rate if you bought PPI
  • you were told your loan or credit application was more likely to be accepted if you bought PPI
  • PPI was added without telling you
  • you were advised to buy PPI that did not suit your circumstances or needs
  • you were self-employed, unemployed or retired but advised to buy PPI
  • you had a pre-existing medical condition at the time of buying PPI, which may have affected your ability to make an insurance claim
  • you were advised that a pre-existing medical condition was included in your PPI policy (or advised that it wasn’t included)
  • it was not made clear that you would pay interest on the PPI if it was added to your loan
  • it was not made clear that the PPI would end before the loan or credit was repaid

There may be other reasons you were mis-sold PPI.

If you think you experienced one of the examples listed above or were mis-sold PPI in another way, it will make it quicker for your bank or other provider to review your complaint if you say why you think PPI was mis-sold.

If you still aren’t sure if PPI was mis-sold to you, you can contact us.

New reason to complain

We have introduced new rules, following a court case about commission earned by a provider (often called ‘Plevin’), that mean you can now also:

  • complain even if PPI was not mis-sold or you don’t think it was mis-sold
  • complain even if you had a previous complaint about mis-selling of PPI rejected

Find out more on the next page about complaints about commission earned by a provider.

Deadline for PPI complaints

We have set a deadline of 29 August 2019 to complain about PPI.

You need to refer your complaint to your provider or to the Financial Ombudsman Service on or before the 29 August 2019 deadline (by 11.59pm) or else lose your right to have your complaint assessed.  

You shouldn’t wait until 29 August 2019 - act sooner rather than later to check if you had PPI and decide whether to complain. 

29 August 2019 is the last possible deadline for consumers to make PPI complaints, but for some consumers time will run out sooner than 29 August 2019

  • you will generally run out of time to complain about mis-selling 3 years after you received a letter from your provider warning you about it
  • or 3 years after you made an insurance claim on the PPI policy that was rejected by the insurer

You will need to obtain an acknowledgement that your complaint was received by your provider or the Financial Ombudsman Service. We suggest you do this before the deadline.

Remember if you complain via:

  • post - allow enough time for the complaint to reach your provider before the 29 August 2019
  • telephone - be aware that phone lines will close before midnight 
  • online - please submit your complaint in advance to avoid any delays because of an increase of submissions close to the deadline

Find out more about the FCA and the PPI complaint deadline.

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