Payment protection insurance complaints

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 have already made a complaint to us you do not need to do anything. We will 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 for you to contact us directly so you don't need to use a claims management company (CMC), who will typically charge an up-front 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

1. Call or write to us

At Bank of Scotland we are 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 08457 253 519 (lines open 8am to 6pm, Monday to Friday). Or write to us at Customer Relations, PO Box 548, Leeds LS1 1WU.

2. Download and complete a PPI Consumer Questionnaire Form

If you decide you want 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.

3. Send us the completed form

Send the PPI Consumer Questionnaire to us at Customer Relations, PO Box 548, Leeds LS1 1WU. We are committed to resolving complaints, and have employed additional new members of staff to help customers with their questions about PPI policies.

Frequently asked questions

About payment protection insurance complaints

Complaints about PPI

How do I make a complaint about the way that my payment protection insurance (PPI) was sold?

If you have a query about the way that your PPI was sold you can call a dedicated telephone line for PPI customers on 08457 253 519 (lines open 8am to 6pm, Monday to Friday).

If you prefer to write to us, the address for correspondence is: Customer Relations, PO Box 548, Leeds LS1 1WU.

We encourage our customers to talk to us about PPI.

– We are best placed to deal with any queries our customers have about their PPI policy.
– Rather than talk to a claims management company, you can find all of the information you need about raising a complaint about PPI on this page. You will receive exactly the same service by coming to us direct as you would from going through a claims management company.
– The easiest way to raise a query about a PPI policy is to complete a Financial Ombudsman Service Payment Protection Insurance Consumer Questionnaire. Just search online for PPI FOS to find it, or download it here. Once you have completed the form please send it directly to us at the address above.

What does the end of the Judicial Review mean for my PPI complaint?

We announced on 5 May that we were no longer supporting the British Bankers' Association's Judicial Review. If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, you do not need to do anything. We will now be revisiting your complaint and advising you of the final outcome as soon as possible. We have decided to implement the FSA's policy statement in full.

I have cancelled my PPI policy. Can I still make a complaint?

Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided above. It's easy for you to complain to us directly so you don't need to use a claims management company (CMC). Your complaint will be handled in exactly the same way if you come to us directly but you will avoid having to share any compensation payment with a CMC.

I want to make a complaint about the way that my PPI was sold – can I still do so?

Yes. Customers who have concerns about how their PPI Policy was sold should contact us directly. Details of how to contact us are provided above.

We encourage our customers to talk to us about PPI:

– We are best placed to deal with any queries our customers have about their PPI policy for all of our brands
– Customers should call us or log onto our websites or call us for further information
– Rather than talk to a claims management company (CMC), customers can find all of the information they need about raising a complaint about PPI on our websites. Your complaint will be handled in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with a CMC.
– The easiest way to raise a query about a PPI policy is to complete a FOS PPI Questionnaire. Just search online for 'FOS PPI Questionnaire' to find it, or download here and send the completed form directly to us at the address above.
– By filling out the FOS PPI Questionnaire we will have all of the information we need to assess your complaint.

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If you have already complained

What will happen after I have made a complaint?

Once we have received your complaint we will assess it as soon as possible. We strive to assess all complaints within 8 weeks. However, if we have not managed to resolve your complaint within that time we will send you a further letter updating you as to your options.

If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, you do not need to do anything. We will now be revisiting your complaint and advising you of the final outcome as soon as possible. We have employed additional staff to manage customers' queries about their PPI policies.

I have a complaint that has been referred to the Financial Ombudsman Service. Will this be affected by the end of the British Bankers' Association's Judicial Review?

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

You have made an offer to refund my PPI policy premium. Will that offer change now?

No. We will stand by any offer to settle a complaint that has already been made to you or a third party CMC acting on your behalf.

I have already made a complaint but I haven't received a final decision. What will happen now that the BBA Judicial Review is over?

If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, you do not need to do anything. We will now be revisiting your complaint and advising you of the final outcome as soon as possible. We are processing complaints as quickly as we can and there may be a short delay in responding. If you have any questions about your complaint you can contact us using the contact details above.

What will happen to unresolved complaints?

We wish to handle and resolve all complaints quickly and to the satisfaction of our customers. You do not need to do anything further. We will now be revisiting your complaint and advising you of the final outcome as soon as possible.

Will I be compensated for any delays?

We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint handling policy we will assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.

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More about PPI

Can I still buy PPI from you?

No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.

Is my PPI cover affected by the outcome of the Judicial Review?

No. Your PPI cover will not be affected by the outcome. The review is related to the handling of PPI sales related complaints, not the cover provided by PPI.

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