Payment Protection Insurance (PPI)
Payment Protection Insurance (PPI) was a type of insurance policy offered when taking out a loan, a credit/store card or some other types of financial agreement. The purpose of PPI was to cover repayments in the event of an accident, sickness or possibly being made unemployed.
Due to the significant number of PPI complaints we received in the days leading up to the complaints deadline, it’s taking longer than usual for us to acknowledge and respond to complaints.
We understand you may be concerned about whether we've received your complaint and want to reassure you that we'll be in touch as soon as we can.
If you’ve received correspondence from us advising that you can submit a PPI complaint following your pre-deadline query follow these instructions
If there was a significant reason for you being unable to complain prior to the PPI deadline of 29 August 2019 please contact us
If you’re still awaiting a response or are unhappy with the response received, you can find more information below.
Complaints about rejected claims on your current PPI policy or administrative matters that are not connected to the sale of PPI will generally be considered outside of this PPI deadline.
We promise to do everything we can to resolve your complaint or query.
Please note that the run up to the PPI deadline was a particularly busy period, which may result in your final response being delayed.
We'll keep you updated on 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. Once our investigation is complete, we’ll then issue you with a final response which will outline the details of our investigation, how we reached our decision and what we’re going to do to put things right.
If you aren’t happy with our final response, or haven’t received a final response within eight weeks, you can complain to the Financial Ombudsman Service. If you would like to discuss the decision we’ve made, or if you believe that there’s further information you’d not fully considered please call us on 0800 171 2171.
You’ll still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:
- you complained to us on or before 29 August 2019
- we give our final response on or after the 29 August 2019
You’ll need to submit your complaint within 6 months of receiving our final response.
- Abbey National
- Alliance and Leicester
- Cater Allen
- First National Motor Finance
- First National Wagon Finance
- JP Morgan Classic Deferred Debit
- National & Provincial
- Santander Credit Cards
For PPI claims relating to Santander Consumer Finance, take a look at our information pages
Store Card Brands
We want to make sure all our customers have the support they need.
If you have a speech or hearing impairment, Our Next Generation Text Service lets you type to an assistant who can then speak with one of our team on your behalf. Use your text phone to call 18001, 0800 9 123 123 or visit the Next Generation Text Website to use the free app on your smartphone, tablet or computer.
If you’re deaf and a BSL user, you can talk to us live through a BSL interpreter online using Sign Video. Find out how you can use Sign Video in this sign language video
If you need us to write to you in a different format we offer braille and audio CD. Please let us know when submitting your complaint or query.