PPI complaints

Within 8 weeks of us receiving your complaint, you should either receive our final decision or a communication outlining when you can expect it.

To help you understand what happens as we process your complaint: 

• We’ve registered your complaint and sent you a unique reference number. If you raised a complaint on more than one product, for example a Credit Card and a Loan, we’ve given you a different reference number for each product.
• We’ll then review your complaint gathering all the information we need to reach a fair outcome. If we need any further information we may call or write to you. 
• We’ll write to you with our final decision when we’ve completed our review. If you asked a third party to act on your behalf, such as a Claims Management Company (CMC) or law firm, we'll also write to them. 
• If we offer you a payment it'll be processed within 28 days of the date on our final decision letter. If we hold bank details for you we’ll transfer the payment directly to your nominated bank account, otherwise we’ll post a cheque to you. This payment will include compensatory interest up to the date of payment.

If you used a third party such as a Claims Management Company (CMC) or legal firm to act on your behalf when making your PPI complaint, we'll write to you both once we've reached a final decision. If you've made a complaint using a third party it's usually best for you to contact them if you want an update.

There are some key things to remember about using a third party: 

• We'll write to you both with our final decision on your complaint once our review is completed. This will include details on any payment we may offer you.
• If we offer you a payment it'll be processed within 28 days of the date on our final decision letter. If we hold bank details for you we’ll transfer the payment directly to your nominated bank account, otherwise we’ll post a cheque to you. This payment will include compensatory interest up to the date of payment.
• You’re responsible for any payment to your third party representative for managing your complaint. 

We want our PPI complaints process to be as easy as possible. Please get in touch on 0800 151 2449 if:

• You’re experiencing difficulties in your personal or financial circumstances 
• You need to let us know about an impact the coronavirus pandemic has had on you 
• You need additional support from us because someone helps manage your affairs or you have a physical or mental health condition 
• You need us to communicate with you in a different format, for example large print

Our lines are open Monday to Friday, 9am to 5pm, excluding Public Holidays. Alternatively you can write to us at Black Horse, PPI Complaints, St William House, Tresillian Terrace, Cardiff, CF10 5BH.

We know our customers may need to access our services in different ways.  Our websites have tools to make it easier for you to get what you need from them. These include: 

• Screen readers,
• Text-to-speech software and reading aids. 
• ​​​​​​​Changing the colour of our websites to help make the text clearer to read.

If you have a speech or hearing impairment, you can contact us using the Next Generation Text Service. If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online using our BSL SignVideo Service.

If any of your personal details have changed since you submitted your complaint, the quickest way to let us know is to call us on 0800 151 2449 (lines open 9am to 5pm, Monday to Friday, excluding Public Holidays).

You should receive the payment within 28 days of our decision letter telling you we’re making it. If it’s been more than 28 days since you received that letter, please call our helpline on 0800 151 2449 (lines are open 9am to 5pm, Monday to Friday, excluding Public Holidays).

Yes. You’ll generally have six months from the date of our final decision letter to provide any further evidence. We’ll look at this evidence and let you know if it means we’ll accept your PPI complaint. 

Yes. Please contact us within six months of the date of our final decision letter. Let us know the reason you'd like to challenge the decision, the complaint reference number and any relevant evidence we’ve requested. We’ll then use that evidence to take another look at your complaint for you. 

​​​If you’re still unhappy, you can refer your complaint to the Financial Ombudsman Service, but you must do so within six months of the date of our final decision letter.

We’ll work with the Ombudsman and provide them with all of the relevant complaint details and our findings to allow them to complete their investigation. We won’t be able to discuss the complaint with you until the Ombudsman completes their investigation.

If we make a payment it will include interest at 8%. The 8% interest is called compensation interest. When we pay compensation interest we’re asked by HM Revenue and Customs (HMRC) to take off income tax. We do this at the basic rate of 20%. 

• If you pay a higher than the basic rate of tax, it's your responsibility to get in touch with HMRC to pay any extra amount of tax required.
• If we’ve taken more tax than you should pay, you might be able to get some or all of it back from HMRC. 
• You should keep your final decision letter as it shows how much interest has been paid to you and the amount of tax that has been taken.

The following organisations have information relating to PPI complaints and /or advice on making a complaint.

Financial Ombudsman Service
The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI. If you’re not happy with our final decision, or haven't received it in 8 weeks, you have the right to refer your case to the Ombudsman. We recommend waiting for our final decision before deciding what to do next. Once you’ve received our final decision, if you’re not happy with it, you'll still have a further six months to contact the Ombudsman.

Financial Conduct Authority
The Financial Conduct Authority (FCA) regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but can't give you advice about your individual circumstances or complaint.

Other Organisations
The following bodies have information relating to PPI complaints and/or advice on making a complaint:

Prudential Regulation Authority
Citizens Advice
Which?
MoneySavingExpert.com
Financial Services Compensation Scheme
Money Advice Service

Please call the number provided within your PPI policy booklet.