PPI complaints

We offered Payment Protection Insurance (PPI) on behalf of insurance providers with our mortgages and loans until 2008. These policies were designed to cover the customer's mortgage or loan repayments in the event of an accident, sickness or unemployment. Some of our customers, mostly those taking out mortgages or loans with Mortgage Express, took out such policies via a third party, such as an independent mortgage broker.

If you think you were mis-sold PPI, either by us or by a third party, or you want to find out if you purchased PPI, please read the information below.

Please note - if you have already received a refund of PPI premiums for being mis-sold a PPI policy by Bradford & Bingley or Mortgage Express, then no further compensation is due to you, so you do not need to contact us.

If you need additional support, such as correspondence in a different format, or just to speak to someone we can help >

PPI complaints deadline

In March 2017, the Financial Conduct Authority (FCA) confirmed that customers wishing to complain about the mis-sale of their PPI policy (if sold before 29 August 2017) have until 29 August 2019 to register their complaint. This means that you will need to have registered your PPI mis-selling complaint with us by this date in order for us to consider your case.

You can find out more about the PPI complaints deadline on the FCA website.

Do I have PPI?

If you were sold a PPI policy by Bradford & Bingley or Mortgage Express (either directly or via a broker), you may be entitled to compensation.

Bradford & Bingley and Mortgage Express sold a range of PPI policies on behalf of different insurance providers.

If you are unsure whether you purchased PPI from Bradford & Bingley / Mortgage Express, you can make an enquiry using our online form.

Who should I complain to?
I bought PPI directly

We sold some PPI policies to customers directly, so if you wish to complain about a policy we sold you, please see the following section for details of how to complain to us.

I bought PPI through a broker/third party

Other customers who took out PPI policies (when they took out their mortgage or loan with us) did so via a broker or other third party and so did not acquire their policy from us. If this applies to you, please contact the organisation who sold you the policy or the PPI provider (insurer) itself.

I want to complain

If you have PPI and feel that your policy was mis-sold by us, you need to fill in a PPI questionnaire.

Submit an online form

Find our online forms here. To help us process your case quickly, please complete as many sections as you can (we will contact you if we need additional information).

Download a form
If you prefer to complete a questionnaire by hand, you can download and print a form here – send your completed questionnaire to:

Bradford & Bingley / Mortgage Express Mortgage Operations
PO Box 629

Receive a form through the post
Call us on 0330 159 2590* and we will be happy to post a copy of the questionnaire out to you.

Undisclosed/high commission charges (Plevin v Paragon Personal Finance Ltd)

The Financial Conduct Authority (FCA) has been assessing the industry approach to PPI mis-selling complaints. In November 2014, the Supreme Court ruled in Plevin v Paragon Personal Finance Ltd that a failure to disclose to a client a large commission payment on a single premium PPI policy made the relationship between a lender and the borrower unfair (under section 140A of the Consumer Credit Act 1974).

In March 2017, the FCA published their final rules and guidance in PS17/3 'Payment protection insurance complaints: feedback on CP16/20 and final rules and guidance'. The new rules came into effect on 29 August 2017. Since this date, firms can no longer place such complaints ‘on hold’ and are obliged to provide affected customers with a timely and final response for complaints relating to large / unfair commissions.

A link to the FCA final rules and guidance can be found here:

Please note - if you have already received a refund of your PPI premiums for being mis-sold a PPI policy by Bradford & Bingley or Mortgage Express, then no further compensation would be due as a result of any commission that had been charged, so you do not need to contact us again.

If you were sold a PPI policy by John Charcol, which was formerly part of the Bradford & Bingley Group, then you may be able to make a complaint/claim to us.