Our complaints process


When you contact us to make a complaint, we will follow certain steps to make sure that the decision we reach is the fairest one we can.

The steps

As soon as your PPI complaint is received, we will log it and record details of any 3rd party you have instructed to manage your complaint. If you are using a 3rd party, all correspondence will go to them.
We always try to resolve your complaint as soon as we possibly can. If, however, we cannot do this within 5 working days of your complaint being received, we will send you a letter to acknowledge your complaint.
We will gather all available information about your complaint and use this to make a decision about your complaint. Whilst we try to keep our investigation short and concise, we may need to contact you again to clarify certain details;
Once we have all the information we need, we will make a decision based on all of the information we have.

Our investigation will happen in 2 stages:

Stage 1: If you have yet to make a complaint about PPI mis-selling, we will assess whether your policy was suitable for you. If we do not believe it was suitable, we will calculate a refund and add interest where appropriate.

Stage 2: This is only applicable where we have previously told you that your PPI policy was suitable for you. If this is the case, we will assess whether the rate of commission you paid on your PPI premiums was too high. If we believe it was, we will calculate a refund and add interest where appropriate.

Whatever the outcome of your complaint, we will fully explain the reasons for our decision and provide documentary evidence wherever possible. Should we uphold your complaint, if compensation is appropriate we will provide you with a full break down of how we have reached that figure and you will have the option to accept the offer or not.

If you’re happy

If you are happy with our offer, your compensation will be paid either straight into your bank account or directly off any outstanding debt balance you may have.

If you’re unhappy

If you are unhappy with the way we have investigated your complaint you have the opportunity to refer your complaint to the Financial Ombudsman Service. This is a free and impartial service that will review the complaint and how it has been handled and make a recommendation on the outcome.

Refer your complaint

You can refer your complaint to them by writing to the following address:
Financial Ombudsman Service
South Quay Plaza,
183 Marsh Wall,
E14 9SR
Alternatively, you can call them on 0800 023 4 567 or visit the Financial Ombudsman website.