How to complain about PPI

You can complain yourself - for free - by contacting the provider who sold you PPI. If you complain to them directly, you will avoid paying a claims management company.


Providers are obliged to make complaining about PPI simple and will help you through the process. There are multiple ways you can complain:

  • online - many providers have online complaints tools on their websites
  • post - allow enough time for the complaint to reach your provider before the 29 August deadline
  • telephone - be aware that phone lines will have limited hours of operation and are likely to be busy in the run up to the 29 August deadline. If you have trouble getting through to your provider you should visit their website
  • in branch - be aware of the opening and closing times of your local branch.

As the deadline date approaches, some providers have committed to raise a complaint on your behalf if the PPI check leads to them locating a policy in your name. To find out more, please contact your provider. However, to allow your provider to investigate your complaint fully, you may still be required to provide additional information.

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.

What to include in a PPI complaint

The more relevant information you can include to explain your complaint, the quicker it will be for your provider to review it.

At minimum, your PPI complaint should include:

  • your full name
  • your date of birth
  • your phone number
  • your current address 

You should also include the following if you know it:

  • your previous addresses
  • your PPI policy number
  • when you bought your PPI policy
  • when you took out the loan or credit product
  • your circumstances at the time you bought PPI, such as employment status and the company or organisation you worked for.

The reason for your complaint

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
  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

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.

What to do if you aren't happy with your final response

If you aren't happy with your PPI provider's final response, or haven't received a final response within 8 weeks, you can complain to the Financial Ombudsman Service about this.

What happens after the 29 August deadline?

You will still be able to complain to the Financial Ombudsman Service after the 29 August deadline if:

  • you complained to your provider on or before 29 August 2019
  • your provider gives its final response on or after 29 August 2019

You will need to submit your complaint within 6 months of receiving your PPI provider's final response.

Deadline for PPI complaints

You need to refer your complaint to your provider or the Financial Ombudsman Service before the 29 August 2019 deadline (by 11.59pm). If you do not complain before this deadline you will lose the right to have your complain assessed.

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:

  • if you received a letter from your provider warning you about mis-selling, the opportunity to complain expires 3 years after you received it
  • or if you made an insurance claim on the PPI policy that was rejected by the insurer that may have also triggered the start of the 3 year time period.

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