PPI Complaints

PPI Complaints

Information to support you if you are considering making a complaint on how your PPI policy was sold or the commission paid on your policy.

How to check if you had PPI How to complain

The deadline for submitting complaints is 29th August 2019

If you are unsure whether you had a PPI policy, you can contact us to check. If your check comes back positive and you wish to make a complaint about its sale, you can then move to complain. You must allow 15 business days for your PPI check to be completed before making a complaint ahead of the deadline.

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, Child & Co, Direct Line, Churchill, MINT, First Active, The One Account, Lombard Direct, RoyScot Larch

Royal Bank of Scotland, Child & Co, Direct Line, Churchill, MINT, First Active, The One Account, Lombard Direct, RoyScot Larch

Can't see your Store Card or Credit Card ? Click here for full list

 

Credit Cards and Store Cards provided by RBS

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

Active Venture La Senza Scottish Power
American Airlines Leopold Joseph Scottish Widows
Blacks Outdoor Live Proving Select
Blazers MacKays Shell
British Airways Executive Club Mamas & Papas Shoefayre
Cecil Gee Menarys Sportsconnection
City Menswear Moss Bros Standard Deals
Code Norwich Union Suit Company
D2 Open Ted Baker
East Orange Texstyle World
Envy Original Shoe The Brand Centre
FCUK Peacocks The Woodland Trust
Forte Pound Stretcher Tog 24
HMV Prestige Tyre-Fit
Hobbs QS Universal
Hugo Boss Reliable Hosiery Val 4 All
JD Sports RNLI What Everyone Wants
Kwik-Fit Savoy Taylors Guild  
Find out more about PPI within the RBS Group

Within the RBS 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’.

How to check if you had PPI

Not sure if you had PPI? Why not check if you had PPI on your account before making a complaint.

Have I got PPI Form

We will try to respond within 15 business days. Once we have responded, you can decide whether to progress a complaint.

 

 


 

Have I got PPI?

How to complain online

New PPI Mis-sale Complaint

I want to make a new complaint about the mis-sale of my PPI.

 

 

PPI Mis-sale Complaint

PPI Commission Only (Plevin) Complaint

I want to make a complaint about the commission paid on my PPI

This may be a new commission-only complaint or where my mis-sale complaint has been previously rejected. 

PPI Commission (Plevin) Complaint

Important Information

PPI complaints deadline 29th August 2019

The Financial Conduct Authority (FCA) has set a deadline of 29th August 2019 to complain about the sale of PPI – you will not be able to complain after this date.
 

Until this date, you can complain about the following:
 

• PPI Mis-Sale 
• Undisclosed PPI Commission (Plevin) - for further details, please click here.
 

You can complain about the sale of PPI yourself – and avoid paying a claims management company – by following these 4 steps:
 

1. Check if you have or had PPI
2. Consider whether to complain about PPI
3. Make the complaint yourself – for free
4. Wait up to 8 weeks for a final response 

Complaints regarding the sale of PPI, or complaints regarding undisclosed commission, must be received into the RBS group before midnight on the 29th August 2019 in order to be dealt with.  Any complaints received after this deadline will be returned and we will be unable to process this request.

Avoid PPI refund scams

For more information on how to spot a PPI refund scam click here.

General Data Protection Regulation (GDPR)

We may request information about you from third parties to help verify your identity to comply with laws that apply to us.  This request will not affect your ability to obtain credit in the future. You have certain legal rights to control what we do with your information and we may need to use third parties to verify your details. For more details about how we use your information, please see our full Privacy Notice.

Credit Cards closed pre-2001

If your Credit Card and/or related PPI policy closed prior to August 2001, it is likely that the bank will not be able to locate any details of PPI premiums you may have paid. This is because the bank has limitations on the data it holds in relation to historic Credit Cards. Therefore if you are able to provide statements from this time, this will assist the bank in identifying any policies held and/or premiums you may have paid.

Further information about PPI

If you require any further information about PPI or making a PPI complaint, more information can be found on the following sites:

 

The 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 they cannot give you advice about your individual circumstances or complaint. 

 

The Financial Ombudsman

 

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. 

 

You might want to contact the Financial Ombudsman Service if you complain and aren’t happy with the response provided or don’t receive a response within 8 weeks.   Financial Services Compensation Scheme: https://www.fscs.org.uk/your-claim/

 

Financial Services Compensation Scheme

 

The Money Advice Service

 

Citizens Advice

Claims Management Company (CMC)

What you need to know

A Claims Management Company is a business that offers claims management services to the public. Their services consist of advice of services in respect of claims for compensations, restitution, repayment or any other remedy for loss or damage.

 

We are committed to making the complaints process as simple and fair as possible. It is easy and free of charge to make a complaint directly rather than using a Claims Management Company (CMC). We treat all complaints in exactly the same way therefore there is no advantage in using a CMC.

 

Please note that CMC’s may charge you a fee, up to 20% + VAT of any possible compensation in order to handle your complaint. The Royal Bank of Scotland Group will not cover any charges you may incur as a result of instructing a Claims Management Company to act on your behalf.

 

Comparison of a PPI Refund of £3000 – complaining directly and complaining using a CMC (which charges a fee of 20% + VAT)

 

• If you complain directly (without using a CMC), you will receive 100% of your refund - £3000

• If you complain using a CMC (which charges a fee of 20% + VAT) you will receive - £2,280

• You will receive £720 less when you use a CMC (which charges a fee of 20% +VAT) instead of complaining directly

 

Option

Example Fee

Example Refund Amount

Example Amount You Will Pay

Example Amount You Will Receive

Complain Direct

None

£3,000

£0.00

£3,000

Complain via CMC

20% (+ VAT)

£3,000

£720

£2,280

If you want to make a complaint about the service you have received from a CMC

The Legal Ombudsman (LeO)  is an independent and impartial scheme set up to help resolve legal service disputes with formal powers to investigate and resolve Service Related complaints about Claims Management Companies (CMC’s).

 

If you are unhappy with the service, you have received from a Claims Management Company then first please register your concerns directly with the company.

 

The CMC has 2 days to acknowledge receipt of your complaint and has 8 weeks to investigate your complaint.

 

If after 8 weeks, no response has been received or you remain unhappy with the CMC’s response then you are eligible to refer your complaint to the LeO – which is free of charge.

 

LeO aims to resolve complaints within 3 months of the date the customer confirmed the details of their complaint.

 

How to contact LEO:

Website: www.legalombudsman.org.uk/cmc

Phone:    0300 555 0333 (between 8.30am to 5.30pm)

Email:     cmc@legalombudsman.org.uk

By Post to:  
Legal Ombudsman
PO Box 6804
Wolverhampton
WV1 9WG

For more information on LeO please visit: http://www.legalombudsman.org.uk/faqs/

Complain by phone or post

3 steps to make your PPI complaint by post
 

  1. Download and print a copy of the PPI consumer questionnaire (PDF 49KB)
  2. Complete your details
  3. Post to:
    PPI Customer Concerns Team
    Royal Bank of Scotland Group
    5th Floor
    Hardman Boulevard,
    Manchester
    M3 3AQ

By telephone
 

Call us directly on
0800 015 0319

 
Lines are open
8:00am – 6:00pm Monday - Friday 
and 9:00am - 1:00pm Saturday 
(excluding UK bank holidays)

Calls may be recorded and/or monitored for training purposes.

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