PPI Complaints

PPI Complaints

The information you need to assist you if you are considering making a complaint on how your PPI policy and commission was sold.

How to complain
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Can our common complaint questions help?

Important information

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

During the next two years, you can complain about the following:

• PPI Mis- Sale 
• PPI Commission Only (Plevin)

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 

Although there is now a deadline of 29 August 2019, some people will have an earlier deadline to complain about mis-selling of PPI. This is most likely to affect you if you previously received a letter from your provider about failings in the way PPI was sold to you or you have made a claim on your policy.

If you’ve  previously received an ‘invitation to complain’ letter from the Bank about the potential mis sale of your Payment Protection Insurance policy and you took no action, there may be a time limit in which you could respond.

You should refer to your original letter for specific guidance of timescales in which you can complain.  The standard timescale is three years from the date of the letter from the Bank inviting you to complain.

Based on the dates contained in your original letter, you may no longer be able to make a complaint about the mis-sale of your PPI policy; however you will still be eligible to make a complaint about commission charged on your PPI policy. 

For further details on commission only (Plevin) complaints please click here

Complaints regarding the sale of PPI, or complaints regarding undisclosed commission, must be received into the RBS group before midnight on the 28th 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.

Information regarding 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.

How to complain online

Have I got PPI Form

I want to check if I have had or have PPI.




Have I got PPI?

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

Complain by phone or post

By post

Download/complete a PPI Consumer Questionnaire (PDF 49KB) and send it to:

PPI Customer Concerns Team
Royal Bank of Scotland Group
5th Floor
Hardman Boulevard,
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.

If you are making a complaint, we want to ensure we make this process as easy as possible for you and so if you have specific needs such as large print, braille or translation services, then please let us know.

Please be assured that neither your relationship with the bank or your credit score will be affected by complaining 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/

The Money Advice Service

Citizens Advice

Claims Management Company (CMC)

What information you should 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 39% + 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 39% + 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 39% + VAT) you will receive - £1,596

• You will receive £1,404 less when you use a CMC (which charges a fee of 39% +VAT) instead of complaining directly



Example Fee

Example Refund Amount

Example Amount You Will Pay

Example Amount You Will Receive

Complain Direct





Complain via CMC

39% (+ VAT)




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

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

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