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PPI complaints

Making a complaint

If you'd like to make a complaint about a Payment Protection Policy (PPI) you bought from Santander, we want to make the process Simple, Personal and Fair.

In branch
Download and print the PPI Questionnaire PDF and take your completed documents in to your local branch

By post
Download and print the PPI Questionnaire PDF and post it to us:
 

For all store cards
PPI C1
Santander
9 Nelson Street
Bradford
BD1 5AN

For all Santander products
PPI Complaints
Santander UK PLC
PO Box 6197
Milton Keynes
MK10 1UY

Contact Us

By phone
Call us on 0800 171 2171.
Lines are open 8:30am to 5:30pm Monday to Friday.
View call charges
 

 What happens next?

  • We promise to do everything we can to resolve your complaint as soon as we receive it.
     
  • For more complex issues we may need more time to investigate your concerns. If this is the case, we'll send you an acknowledgement letter outlining the next steps and when you can expect to hear from us. We’ll also give you a reference number to use, should you need to contact us.
     
  • We'll keep you updated of the progress throughout our investigation. We may also need to contact you for more information and where possible, we’ll use your preferred method of contact. Remember, calls from us may appear as unknown or withheld numbers. We will then issue you with a final response which will outline the details of our investigation, how we reached our decision and what we are going to do to put things right.

 

Frequently asked questions

  • Payment Protection Insurance (PPI) is an insurance product that enables consumers to insure monthly repayments of credit products in the event they become ill or disabled, lose a job or face other circumstances that may prevent them from earning income to make their monthly payments.

     

    Payment Protection Insurance does not extend to policies that cover you in the event of death or critical illness. These are classed as Life or Critical Illness policies and do not offer the same cover as a Payment Protection Insurance.

  • If you have PPI, you can print out and complete a PPI Questionnaire (pdf). You can take your completed documents to a branch or send them by post to:

     

    For all store cards
    PPI C1
    Santander
    9 Nelson Street
    Bradford
    BD1 5AN

     

    For all Santander products
    PPI Complaints
    Santander UK PLC
    PO Box 6197
    Milton Keynes
    MK10 1UY

     

    If you are unsure if you have PPI, or to submit a claim over the phone, call us on 0800 171 2171. Lines are open Lines are open 8:30am-5:30pm Monday to Friday.
     

  • If you need an update, the best way is for you to call us on 0800 171 2171. Lines are open 8:30am-5:30pm Monday to Friday.

     

    Please have your complaint reference number handy when you contact us.

  • If you employ a solicitor, claims management company or third party - e.g. a financial adviser – to handle your complaint, we'll investigate your complaint in the same way as when we deal with you directly. Please be aware that:

    • CMCs may charge an up-front fee or take a proportion of any payment you may be due

    • we don't charge to investigate your complaint

    • we're not liable for any fees you need to pay for a third party's services

    • if we agree with your complaint and we make a redress payment, we'll generally only make this payment directly to you.

  • At Santander we value the opportunity to resolve complaints as quickly as possible. So if you have any concerns, please get in touch with us first using any of the contact details in the ‘How to complain’ section above.
    If, for any reason, you're not happy with our decision, or it has been over 8 weeks since you first raised your concerns with us, you may be able to refer your complaint to the Financial Ombudsman Service or the Financial Leasing Authority (FLA).

     

    We'll send you the full details of our decision in a ‘resolution letter’, including your right to refer your complaint to the Financial Ombudsman Service.

     

    The FOS acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses. You can contact the Financial Ombudsman Service at:

     

    Phone: 0800 0 234 567 (free from fixed lines and mobiles).
    Post: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
    Web: www.financial-ombudsman.org.uk
    Email: complaint.info@financial-ombudsman.org.uk

  • Can't find what you are looking for? Find more on the FAQs page

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Santander UK plc. Registered Office: 2 Triton Square, Regent's Place, London, NW1 3AN, United Kingdom. Registered Number 2294747. Registered in England and Wales. www.santander.co.uk. Telephone 0800 389 7000. Calls may be recorded or monitored. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority. Our Financial Services Register number is 106054. You can check this on the Financial Services Register by visiting the FCA’s website www.fca.org.uk/register. Santander and the flame logo are registered trademarks.