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.

The FCA deadline date of 29 August 2019 for submitting PPI mis-selling or commission complaints has now passed

We won't be able to consider new complaints unless you have a significant reason for being unable to complain before the PPI deadline of 29 August 2019.

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.

If you've received correspondence from Santander acting on behalf of AXA Partners or AXA Partners direct (AXA France IARD and AXA France VIE), you'll now need to contact AXA Partners

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.

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.

Please see how we can support your needs

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