We're sorry you have a complaint about payment protection insurance (PPI), but we're committed to making the process as easy as possible.
If you've already made a complaint to us you don't need to do anything. We'll be in touch as soon as we have an update on your case.
If you have a concern about how your PPI policy was sold, it's easy to contact us directly – so you don't need to use a claims management company (CMC), who will typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a claims management company, so by coming direct you will not be disadvantaged.
Here's what you need to do
- Call or write to us
At Bank of Scotland we're committed to making it as easy as possible to resolve your complaint. We'd like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can call our dedicated number for PPI complaints on 03457 253 519 (lines open 8am to 6pm, Monday to Friday). Or write to us at HBoS, Charter PPI Scanning, Customer Relations, PO Box 761, Leeds LS1 1NS.
- Download and complete a PPI Consumer Questionnaire Form
If you decide to proceed with your complaint, download the PPI Consumer Questionnaire and fill in the details of your case. Filling in a PPI Consumer Questionnaire from the Financial Ombudsman Service helps us process your complaint as efficiently as possible.
- Send us the completed form
Send the PPI Consumer Questionnaire to us at HBoS, Charter PPI Scanning, Customer Relations, PO Box 761, Leeds LS1 1NS. We're committed to resolving complaints, and have employed additional staff to help customers with their questions about PPI policies.