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PPI complaints

Enquiring about Payment Protection Insurance (PPI) or making a complaint

If you’d like to:

  • make a complaint about a Payment Protection Insurance (PPI) policy you bought from Santander,
  • make a PPI commission complaint, or
  • find out if you currently have, or have ever had PPI

we want to make the process Simple, Personal and Fair.

The deadline for PPI complaints is 29 August 2019. If you don’t contact us before then, your complaint will not be considered.

If you have previously received a letter from us about a potential missale of your PPI policy, or your complaint is against Santander Cards (UK) Limited and relates to an account opened prior to 14 January 2005, an earlier deadline could apply. 


Online
The quickest way to get your query or complaint to us is to fill out one of our online forms. You can contact us directly and don't need to use a claims management company.

 

Unsure if you currently have PPI with Santander or if you've had it in the past?
You can fill out our online PPI query form to find out if you currently have PPI with Santander or if you've had it in the past.
 
PPI query

 

PPI complaint
You can fill out our online PPI complaint form if you believe you had a PPI policy and want to complain. 

PPI complaint

 

PPI commission complaint
You could now receive some money back if we took a high level of commission on your PPI policy but did not tell you this when you bought it, even if you’ve already complained to Santander about a PPI policy and your complaint was declined. Please fill out this form if you'd like to make a complaint about the level of commission that Santander received for selling the PPI policy.

PPI commission complaint 
 

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 S1
Santander
9 Nelson Street
Bradford
BD1 5AN

To enquire whether you have had PPI on any Santander accounts that you currently hold or have previously held, write to us at:
 
Santander
SARs Team
PO Box 1111
Bradford
BD1 9NQ
 
Contact Us

 By phone
Call us on 0800 171 2171
Lines are open 8am-8pm Monday to Friday and 8am-4pm Saturday except Bank Holidays.
This number is the same as the PPI Helpline.
View call charges

Supporting your needs
We want to make sure everyone can access the products and services we offer. If you think you may need support in any way, please take a look at our dedicated pages

 What happens next?

  • We promise to do everything we can to resolve your complaint or query 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.
     
  • To ensure that your PPI complaint will be investigated by the correct provider, Santander is responsible for PPI claims related to the following providers:
     
    Abbey First National Wagon Finance
    Abbey National  HBOS (Unsecured Personal Loans) 
    Alliance and Leicester   JP Morgan Classic Deferred Debit
    cahoot   MBNA (Abbey branded 2001 – 2007)
     Cater Allen Santander 
     First National Motor Finance Santander Credit Cards 
  • For PPI claims relating to Santander Consumer Finance, take a look at our information pages

  • ASDA
    B&Q
    Bentalls
    BHS
    Boundary Mills
     
    Burton
    Care+
    Comet
    Country Casuals
    Currys/ Dixons
     
     
    Currys/ Dixons
    Debenhams
    Dickens
    Dorothy Perkins
    Edge

     
    Ernest Jones
    ETAM
    Evans
    First National Bank
    First National Tricity Finance

     
     
    GE
    Goldsmith
    H Samuel
    Halfords
    Harrods
     
    Harvey Nichols
    Hawkshead
    House of Fraser
    IONICS
    Kwikfit Finance
     
     
    Laura Ashley
    Leslie Davis
    Lombard Tricity Finance
    Miss Selfridge
    Monsoon

     
    Mothercare
    New Look
    Outfit Card
    Owen Owen
     
     
    PayPal
    Power House
    Principles
    QVC
    Racing Green

     
    Reids
    River Island
    Russell & Bromley
    Ryanair
    Signet 
     
    Time Retail Finance
    Top Man
    Top Shop
    Toys “R” Us
     
    Uptons
    Value Direct
    Wade Smith
    Wallis
     

     

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.

  • Following a Supreme Court decision and new rules and guidance from the Financial Conduct Authority, you can now make a new type of complaint to us about the sale of your PPI policy.

     

    You could now receive some money back if we took a high level of commission on your PPI policy but did not tell you this when you bought it.

     

    A high level of commission typically means it was over half of what you paid for your policy. Generally we did not tell PPI customers about our commission at the point of sale, as we were not required to.

  • If you need an update, the best way is for you to call us on 0800 171 2171. Lines are open 8am-8pm Monday to Friday and 8am-4pm Saturday except Bank Holidays.

     

    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.

     

    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

Other useful links

Other useful links

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.