We're sorry you have a complaint about the way your Payment Protection Insurance (PPI) policy was sold to you.
If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly. Whilst you are free to use a claims management company (CMC) you should be aware they generally charge a fee from any compensation that may be paid. This ranges between 25% to 40% of the payment we make to you. If you contact us direct we will assess your complaint in exactly the same way and if any refund is paid, then you will be able to keep the whole amount.
How to make a PPI complaint
Santander is committed to making it as easy as possible to resolve your complaint. Here is what you need to do if you want to make a PPI Complaint:
You can contact our team of specialist PPI complaint handlers on 0845 600 6014* who will discuss the details of your complaint with you directly. They will log your complaint and advise you of the next steps. This team will also be able to confirm whether you have or have had PPI.
So your concerns can be resolved as quickly as possible we suggest that you have to hand details of your PPI policy including the policy number or account number. If you cannot find your PPI policy number or account details you can call our PPI team on 0845 600 6014 to find out. We will need your name, date of birth and address at the time you took the policy out.
To help us understand your complaint fully and process it quickly you can download and complete a PPI Questionnaire (by clicking here).
(To open the PPI Questionnaire you will need to have Adobe Reader. If you don't already have Adobe Reader you can download Adobe Reader for free here).
How do I know whether I have or have had PPI?
You can determine whether you have or have had PPI on unsecured loans, credit cards, mortgages or overdrafts by checking your policy document, loan agreement or statement.
However, if you are unable to determine whether you have or have had PPI by checking the documents detailed above you can check with our specialist team:
Telephone 0845 600 6014* - Option 1, Option 1, Option 1, Option 1.
What happens once you have raised your complaint?
We will acknowledge your complaint within 5 working days and in line with FSA requirements we aim to deal with your complaint within 8 weeks. When a decision is made we will write to you clearly explaining our decision. If we are offering you a refund we are committed to ensuring we make the payment within 14 days following receipt of your acceptance.
We will keep you informed on the progress of your complaint. If we are unable to issue a final response within 8 weeks, we will write to you and let you know how we are getting on.
If you have already registered your complaint
Please be advised, we are committed to dealing with your complaint as quickly and efficiently as possible. We aim to write to you with our decision within 8 weeks, but if it is taking us longer to investigate your complaint we will write to you at 8 weeks and let you know how we are getting on.
To contact the Financial Ombudsman Service:
If we have not been able to resolve your complaint to your satisfaction once we have sent you our final decision, you may be able to refer your complaint to the Financial Ombudsman Service. They will only investigate your complaint if you have already tried to resolve it with us first or if it has been more than 8 weeks since you first raised your complaint with Santander.
You can email:
or write to them at:
0800 0 234 567 free for people phoning from a "fixed line" (for example, a landline at home)
0300 123 9 123 free for mobile-phone users who pay a monthly charge for calls to numbers starting 01 or 02
Further details about the Financial Ombudsman Service will be given with our final decision letter.
Frequently Asked Questions about Payment Protection Insurance (PPI)
Below are some answers to some of our most frequently asked questions which may help you get the answers you are looking for?
What is Payment Protection Insurance (PPI)
Payment protection insurance (PPI), is an insurance product that enables consumers to insure repayment of loans, credit cards and mortgages if the borrower dies, becomes ill or disabled, loses a job, or faces other circumstances that may prevent them from earning income to pay the debt.
How do I make a complaint about the way that my PPI was sold?
We encourage our customers to talk to us about PPI:
How far back can I complain about PPI?
You can contact us about your PPI policy whenever it was arranged. If you have any relevant information or documentation which may help us identify your policy please can you provide this to us.
Do I need to provide a copy of my documents for PPI in order to make a complaint?
You do not need to provide us with copies of your paperwork in order to make a complaint. However, if you took out your policy some time ago, it may help us trace your policy details if you provide us with as much information as possible.
If you uphold my PPI complaint, how is the redress calculated?
In cases where we determine the policy was mis-sold, we look to put you back in the position you would have been in had you never taken the policy.
The redress paid will depend on many different factors including the type of PPI policy you held. The general principle followed when calculating redress is to return the premiums you have paid, along with interest charged on these premiums, plus 8% interest (this element of the compensation may be subject to income tax).
Santander follows guidance provided by the Financial Services Authority and Financial Ombudsman Service. Further information can be found here:
Please note that individual circumstances may apply and these will be detailed in our final response letter.
I have received your final decision letter but I'm still waiting for my refund. When will I receive my payment?
We are committed to ensuring customers receive payments quickly, so once you have signed and returned your acceptance form, following receipt of this we will make any payment within 14 days from when we receive your acceptance form.
I have a complaint that has been referred to the Financial Ombudsman Service (FOS). What will happen now?
We will work with the Financial Ombudsman 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 to deal with complaints as quickly as we can.
What happens after I make a complaint?
Once we receive your complaint we will acknowledge receipt of it within 5 working days and try to give you a decision as soon as we can. We aim to process all complaints received within 8 weeks.
If we don't resolve your complaint in these timeframes you can refer your complaint to the Financial Ombudsman Service (FOS) (although not before this), and we will write to you at that time to tell you how you can do this.
I have already made a complaint but I haven't received your response. What will happen now?
We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint. If we don't resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman should you wish to do so. If you have any questions about your complaint, you can contact us on the details above.
If you have any questions about your complaint, you can contact us on the details above.
Will you be reviewing my old complaint that was originally rejected?
We are not reopening complaints that have already been closed. When responding to complaints, we always tell customers that they have 6 months to raise any concerns over our decision to the Financial Ombudsman Service (Financial Ombudsman). If you have new or different concerns, then we'll be happy to review those as part of any new complaint you raise with us.
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 if we offer compensation, we will include the backdating of interest and payments, where appropriate.
Can I still complain if I have cancelled my PPI policy, or if my circumstances have changed?
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 have to use a claims management company. We have a specialist PPI team who can take your call and log your complaint. Your complaint will be assessed in exactly the same way if you come to us directly and you won't have to share any compensation payment with a claims management company.
I have received a letter with your decision offering me compensation. How do I understand how the amount has been calculated?
Full details of how we have calculated any offer of payment is included in our final decision letter. If you want us to explain this further you can call us on 0845 600 6014* Option 2 and then Option 1 Option 1, Option 1 between 9am-5pm Monday to Friday.
What was the Judicial Review and what was the outcome?
In October 2010 the British Bankers' Association (BBA) asked the Courts to review the recently published rules made by the Financial Services Authority (FSA) in relation to PPI sales-related complaints. The BBA also asked for a review of the guidance published by the Financial Ombudsman Service (Financial Ombudsman) on the handling of PPI complaints.
Santander was not part of the Judicial Review and have continued to review PPI complaints throughout.
I have been approached by a claims management company (CMC). What should I do?
Our customers can complain to us directly and don't need to use a claims management company (CMC). A CMC may typically charge an up-front fee or take a proportion of any financial redress (often between 25 -40%). We will assess all complaints sent directly to us in exactly the same way that we treat complaints sent in by a CMC.
I still hold a PPI policy, is my cover affected by this?
No, your cover is not affected by any of this. If you wish to make a claim under your policy please follow the steps described in your policy documents.
Where can I get other free help and advice from regarding PPI?
You can also receive free advice and further information from:
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