Frequently asked questions

What happens once I have made a complaint?

Once we've received your complaint, we will acknowledge this within 5 working days.

We may also contact you for further information if any is needed to process your complaint.

If you have not received a Final Response to your complaint after 4 weeks, we will write to update you and confirm the complaint is still being progressed. We aim to issue a Final Response within 8 weeks of receipt.

Does the complaint process affect my mortgage or loan?

Making a complaint about your PPI Policy will not affect the terms of your mortgage or loan in any way.

How long will I have to wait to hear about my complaint?

We will acknowledge your complaint within 5 working days and we aim to resolve it within 8 weeks of receipt. We will contact you in writing as soon as we are in a position to offer a resolution to your complaint, or if we need further information from you in order to review your case.

How can I check the progress of an existing complaint?

We will acknowledge your complaint or query and send you regular written updates, until your case is resolved. To contact us about your case, call us on 0330 159 2590*.

What can I do if I am unhappy with the outcome of my complaint?

If, for any reason, you are unhappy with our final decision or 8 weeks have elapsed and we have not been able to resolve your complaint you can contact the Financial Ombudsman Service (FOS). Their website provides additional information on PPI complaints and how to refer our decision for consideration if you are unhappy with it.

Should I use a claims management company to make my complaint?

You don't need to use a Claims Management Company (CMC) as you can find all the information you need about raising a PPI complaint in this section of our website.

Your complaint will be assessed in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with the CMC.