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PPI Complaints

Payment Protection Insurance complaints guide

Latest update

As the coronavirus outbreak continues, we all face the difficult challenge of responding to the impact it is having on our lives. We are here to support you through these uncertain times.

If you have received an offer from us in settlement of your Payment Protection Insurance (PPI) complaint, you can arrange for payment to be made electronically to an account of your choosing using our quick and simple online form.

Please note that although we will endeavour to make payment to this account, in certain circumstances we may need to make payment by another method (such as by cheque).

If you have already accepted your offer and have received a cheque from us please note that you will have six months from the date on the cheque to pay this into a bank account.

We understand that you may not be able to go out to pay this into your account at the moment. If so, we may be able to arrange alternative payment methods. Please contact us directly on 0800 015 0319 and we will be happy to discuss this further.

For more information about this and other useful guidance, please visit our coronavirus (COVID-19) support page.

The PPI complaints deadline has passed

The FCA set a deadline of 29 August 2019 for PPI complaints.

Generally, if you didn’t make a complaint on or before 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.

However, you may be able to complain after the deadline if there is a significant reason or exceptional circumstance as to why you couldn’t complain before this date.

For further information regarding exceptional circumstances, the Financial Ombudsman Service has more on this on their website.

Please be assured that making a complaint will not affect your relationship with the bank, and will have no impact on your credit history or your ability to get financial products now or in the future.

What brands can we check PPI on?

We are responsible for checking if you had PPI and investigating complaints for the following brands, credit cards and store cards:

  • Royal Bank of Scotland
  • Direct Line
  • Churchill
  • MINT
  • First Active 
  • The One Account 
  • Lombard Direct

As part of a PPI check or complaint, we can also check for the following store (sometimes branded as "Style") and credit cards:

Still can't find your brand?

Within the NatWest Group, PPI was also sold by NatWest and Ulster Bank. If you think you may have been sold PPI by one of these companies, visit their PPI page.

NatWest plc - PPI Complaints - Additional Information

Ulster Bank Northern Ireland plc - PPI Complaints - Additional Information

Still can't find your provider? Why not check the FCA's website, which provides helpful links to other firms

If you are unable to locate your brand in our online forms, please leave the section blank or select "other".

Living abroad?

How to complain

Online

PPI Exceptional Circumstances and Rejected Insurance Claim Complaints

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.

However, you may be able to complain after the deadline if:

  • There is a significant reason or exceptional circumstance as to why you couldn’t complain within the time limit, or;
  • You are now unhappy with the sale of PPI as a result of an insurance claim on the policy being rejected.

For further information, the Financial Ombudsman Service has more on this on their website.

If your complaint about the sale of the policy is in regards to a rejected insurance claim or you feel you have a significant reason or exceptional circumstance as to why you couldn’t complain prior to this deadline, there are complaint forms you can use.

The forms can be located via our general complaint form

The forms will ask you for the following details:

  • Your full name
  • Your date of birth
  • Your phone number
  • Your current address
  • Additional, but non-essential, information about your policy and circumstances at the time you bought PPI

We may seek additional information from you once we have reviewed your initial complaint. 

Complain by post or phone

A complaint can be raised by post or phone via our complaints contact page

Accepting our offer

If you have received an offer from us that you wish to accept, or you have already accepted an offer from us and have been asked to provide bank details, you can do so by completing our quick and easy online form.

This form requires some personal details to help us to verify your identity, ensure payment is made to your preferred account and so that we can let you know when it has been made. It’s important you complete this accurately and in full so that we can pay you as quickly as possible. The form should take no longer than 5 minutes to complete and will ask you for the following:

  • Our reference (this can be found at the top of your letter)
  • Your full name, date of birth and telephone number
  • Your current address
  • The offer amount quoted in the letter. Important: if no amount has been quoted in your letter please leave this field blank
  • The details of an account you would like the payment to be made to
  • Please note: for joint policies, a separate form should be completed for each named party
  • Confirmation that you accept the offer

If you experience any problems or issues with the form, please call us on 0800 015 0319.

Alternatively you can complete the paper form that is enclosed with the letter containing your offer and send it back in the pre-paid envelope to us at:

PPI Team
NatWest Holdings Limited
5th Floor
1 Hardman Boulevard
Manchester
M3 3AQ

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

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

You can still complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:

  • You complained to us on or before 29 August 2019
  • We gave you our final response on or after the 29 August 2019

You will need to submit your complaint within 6 months of receiving your final response.

Questions about making PPI complaints

General questions about PPI complaints

Information about Claims Management Companies (CMCs)

You don't need to use a Claims Management Company (CMC). Please contact us directly - we handle complaints in the same way, within the same timeframe and without charging any fees. Making a complaint about PPI or PPI commission won't affect your relationship with us. 

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