PPI complaints

Payment protection insurance complaints

We're making the process as easy as possible

The deadline to make a PPI complaint passed on 29 August 2019. However, there are certain scenarios where you can still make a PPI complaint.

Existing PPI complaints

If you've already made a PPI complaint to us, you don't need to do anything else. We'll make sure it is reviewed.

If you've recently sent us a complaint, we'll send you an acknowledgement letter soon. There's no need to call us to check if we've received it. We'll be in touch as soon as we have an update.

Enquiries and complaints sent to us directly by you

If you made an enquiry before the deadline and we find a PPI policy, we'll automatically open a complaint on your behalf. You don't need to submit a separate complaint.
We'll send you an acknowledgement letter to confirm we've received your enquiry or complaint.
Please wait to receive this letter before contacting us for an update.

Enquiries and complaints sent to us by a Claims Management Company (CMC) you've authorised to act on your behalf

If you made an enquiry before the deadline and we find a PPI policy, we'll automatically open a complaint on your behalf. You don't need to submit a separate complaint.
We'll contact your Claims Management Company to confirm we've received your enquiry or complaint.
If you want an update, please get in touch with your Claims Management Company directly.

To find out more, read our frequently asked questions.

How to make a PPI complaint after 29 August 2019

Even though the PPI deadline has passed, there are a small number of scenarios where we may still look at a PPI complaint submitted after the PPI deadline.

Exceptional circumstances
This means something really important happened. For instance, you were seriously ill for an extended period before the deadline. Please tell us why you're submitting your PPI complaint after the deadline in as much detail as possible, including any relevant dates.

Declined claim
This is where you made a claim on your PPI policy that was live after 29 August 2017 and the claim was rejected. Please provide as much detail as possible, including the date of your declined claim and why you're unhappy with the PPI policy.

If you think your PPI complaint falls into one of these scenarios, you can make a PPI complaint by writing to us or calling us at:

HBoS, Charter PPI Scanning, Customer Relations, PO Box 761, Leeds LS1 1NS

03457 253 519 – Monday to Friday 8am to 6pm

Other organisations offering help with PPI complaints

The following bodies have information relating to PPI complaints or advice on making a complaint.

Financial Ombudsman Service
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.

If you're not happy with our final response, or haven't received a final response within 8 weeks, you can complain to the Financial Ombudsman Service within 6 months of receiving our final response.

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 cannot give you advice about your individual circumstances or complaint.

These organisations also have information relating to PPI complaints:

Frequently asked questions

What will happen to my complaint after the deadline?

If you submitted your complaint before the PPI deadline of 29 August 2019, we'll send you a letter to confirm we've received your enquiry or complaint.

Please wait to receive our acknowledgement letter before contacting us for an update as we'll only be able to provide limited information at this time. We'll write to you with either an update and next steps, or our final decision within 8 weeks of the date of your complaint.

If we're unable to resolve your complaint within the initial 8 weeks, we'll write to you at this stage explaining why we're not able to make a decision and tell you when you'll receive a final response from us.

I've received your final decision letter but I'm still waiting for my refund. When will I receive my payment?

If you're still waiting for your payment and it's been more than 28 days since you received our decision letter, please call our helpline on 03457 253 519.

In all cases, any interest due will be adjusted right up until the date of payment.

What will happen to unresolved complaints over 8 weeks old?

We're committed to giving your complaint the attention it deserves and will send you our full written response as soon as our investigations are complete. Where we're unable to complete our investigations within 8 weeks, we'll write to tell you this.

I received a letter saying my complaint has been closed as no PPI policy was found. Could my case be re-opened after the deadline if I provide further evidence?

Yes, if you made the complaint before the PPI deadline of 29 August 2019. You have 6 months from the date of our final response to provide any further evidence.

I've received a letter asking for more information and saying my complaint was closed. Could my case be re-opened after the deadline if I provide further evidence?

Yes, if you made the complaint before the PPI deadline of 29 August 2019. You have 6 months from the date of our final response to provide any further evidence.

Can I still complain after the deadline?

The deadline to submit a PPI complaint passed on 29 August 2019. If you think there were exceptional circumstances or you're unhappy about a declined claim (dated after 29 August 2017), then you can make a PPI complaint by writing to us or calling us.

Can I still make a complaint that is not related to the sale of my PPI policy?

If you're unhappy about an issue that's not related to the sale of your PPI policy, you can still make a complaint. This could be a concern about the way we handled your PPI policy. For instance, a delay with a claim on your policy, an administration error, or charging you an incorrect amount for PPI.

If you wish to make a complaint that is not related to the sale of your PPI policy, please call the number provided within your PPI policy booklet.

If I'm unhappy with the response to my complaint, can I challenge it?

Yes, if you have new or different concerns, please contact us within 6 months of our response letter and we'll take another look at your complaint.

You can also refer your complaint to the Financial Ombudsman Service (FOS). This is a free independent service for settling disputes between financial services firms and their customers. You must contact them within 6 months of our response letter.

Ive a complaint that has been referred to the Financial Ombudsman Service (FOS). What will happen now?

We'll work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We'll also liaise directly with the FOS to deal with complaints as quickly as we can.

In the meantime, we won't be able to discuss the complaint with you until FOS completes their investigation.

Can I complain about the delay?

If we received your complaint more than 8 weeks ago, we'll have explained that you can forward your complaint to the FOS.

You could contact the Financial Ombudsman Service first before deciding on what action to take, or review the frequently asked questions on its website. In all cases where redress is owed, you won't be disadvantaged by any delay as any interest due will be calculated right up until the date of payment.

Will I be compensated for any delays?

We handle all complaints on a fair and consistent basis. In line with our complaint-handling policy, we'll assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.

Is there tax payable on any refund I might receive?

From 1 October 2013 the tax laws changed, and HM Revenue & Customs (HMRC) requirements mean we must deduct income tax at the basic rate (currently 20%) from any interest paid. HMRC treat the additional payment, which relates to 8% interest, as taxable income.

If we deduct more tax than you have to pay you may be able to reclaim all or some of the tax deducted from HMRC.

If you pay tax at rates higher than the basic rate any additional tax due on this should be discussed with your tax office. For more information on PPI advice please call the HMRC tax helpline on 0300 200 3300.