PPI Complaints

Your guide to Payment Protection Insurance
complaints

 

Please note that due to the exceptional volumes received in the lead up to the PPI deadline it is taking us longer than usual to respond to your complaints and queries. We apologise for any delay and ask for your patience as we work through the volumes. We'll contact you as soon as an update is available regarding your complaint or query.

 

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 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".

Living abroad?

How to complain

Online

PPI mis-sale 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. For further information, the Financial Ombudsman Service has more on this on their website.

If you feel like you’ve been miss-sold PPI, or if your complaint is only about PPI Commission (Plevin), and 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 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

Complain by post or phone

By post

Download and print a copy of the PPI consumer questionnaire. Once completed, send to:

PPI Customer Concerns Team
RBS Group
5th Floor, Hardman Boulevard
Manchester
M3 3AQ

By phone

Call us direct 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.

Do you have any accessibility needs?

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

Please note that due to the exceptional volumes received in the lead up to the PPI deadline, it is taking us longer than usual to respond to your complaints and queries.

We apologise for any delay and ask for your patience as we work through the volumes. We'll contact you as soon as an update is available regarding your complaint or query.

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 your provider on or before 29 August 2019
  • Your provider gives its 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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