How to complain about PPI

Find out how to complain yourself – for free – about PPI, what to include in a complaint and the deadline to claim back money you’ve paid for the policy.

To complain about the sale of PPI you should find out: 

  1. more about PPI and how to check if you had a policy 
  2. why you might be eligible to claim a refund
  3. how you can complain yourself – for free (as explained below)
  4. how to search for a provider to complain about PPI 

You can complain on the websites of many banks and other providers – on the next page you can find links to online PPI complaint forms and contact details for the providers that receive the most complaints about PPI.

You can complain by phone or post – on the next page you can search for a provider to find their contact details.

You can also go into a local branch and explain that you want to complain about PPI.

If you had a previous complaint about mis-selling of PPI rejected, but now want to complain about a provider earning a high level of commission, you should follow the steps below.

Making a complaint about PPI is a simple process that you can do yourself – for free – and avoid paying a claims company. Find out more about using a claims company to complain about PPI.

You can also find more information about PPI and how to complain, from the Financial Ombudsman ServiceMoney Advice ServiceCitizens AdviceMoney Saving Expert and Which?.

Who to complain to

In most cases, the financial business (such as a bank or other provider) that sold you PPI was the same one that provided your loan or credit product.

If the financial business that sold you PPI was different to the one that provided your loan or credit product, you should:

If you aren’t sure which financial business to complain to, you can contact either to ask. If you complain to the wrong financial business, they will usually forward your complaint to the right one.

Providers that no longer exist

You may still be able to complain if your provider no longer exists.

If you think a provider has changed name or changed owner, you should check your paperwork and statements for information about a related bank or other provider that you can contact.

You should also look online to try to find more information about the change of name or owner. If you can’t find this information or still aren’t sure which provider to contact, you can contact us.

If you think you were sold PPI by a provider that has gone out of business, you may be able to claim on the Financial Services Compensation Scheme (FSCS) – find out if the FSCS can help.  

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.

You should try to include the following when you complain:

  • your full name
  • your date of birth
  • your phone number – this is useful if the provider needs to contact you to ask for more information
  • your PPI policy number – this is not essential but is useful if you know it
  • when you bought your PPI policy 
  • when you took out the loan or credit product that the PPI covered
  • 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

You can still complain if you don’t know or don’t have all the information about your PPI policy.

It will make it quicker for your provider to review your complaint if you briefly explain the reason you are complaining.

Find out more about the 2 reasons to claim back money you’ve paid for PPI:

  1. complain that PPI was mis-sold to you
  2. complain that your provider earned a high level of commission from the sale of PPI, but didn’t tell you this when you bought it

PPI quick answers

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. 

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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