PPI FAQs - including exceptional circumstances

Select a category below to find answers to frequently asked questions about different PPI topics. If you can't find an answer to your question, you can contact us.

The PPI complaints deadline has now passed

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.

Please note: This page includes frequently asked questions for topics relevant before the deadline, such as whether you could complain about more than one product, and how to complain about a provider that no longer exists.

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.

Page updates

16/08/2021: Information changed Money Advice Service to MoneyHelper