Payment Protection Insurance

1. The PPI complaints deadline has passed

The FCA 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 us on or before 29 August 2019, you can no longer ask us to review your PPI policy for mis-sale or undisclosed commission unless one of the following applies:

• Exceptional circumstances

You may be able to complain to us or to the Financial Ombudsman Service, after the deadline if you couldn’t complain before the deadline because of ‘exceptional circumstances’. The Financial Ombudsman Service has published examples of exceptional circumstances, find out more by clicking this link.

• Rejected Claims

You can complain to us or to the Financial Ombudsman Service, after the deadline if the policy was still active on 29 August 2017 and the complaint is about a rejected claim on the policy because of eligibility issues, exclusions or limitations.

2. After you’ve complained about PPI / Complaints made on or before 29

August 2019

If you complained to us about the sale of PPI on or before 29 August 2019, we will firstly acknowledge that we have received your complaint.

Within 8 weeks of receiving your complaint, you will also either receive a final response, or a communication outlining when you can expect a final response.

3. What to do if you’re unhappy with your final response

If you aren’t happy with the final response, including if your complaint is rejected, or you do not hear back, you should speak to us.

If you still aren’t satisfied after contacting us about your issue, you can complain to the Financial Ombudsman Service.

4. Deadline for complaints to the Financial Ombudsman Service

If you received a final response letter and wish to complain to the Financial

Ombudsman Service, you must refer your complaint to the Financial Ombudsman

Service within 6 months of the date the letter was sent.