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.

We’re here to help
We want to make sure all our customers have the opportunity to make a  (PPI) complaint and that the process to do this is straightforward. 
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

If you are unsure whether you had a PPI policy with us, you can contact us to check. If your check comes back positive and you wish to make a complaint about its sale, you can then move to complain. You must allow 8 weeks (40 business days) for your PPI check to be completed before making a complaint ahead of the deadline. 

You can check if you've ever had PPI with us and whether you can claim back for the premium or commission paid by using one of the methods below.

At minimum, your PPI complaint should include:

  • Your full name    
  • Your date of birth
  • Your phone number 
  • Your current address 

You should also include the following if you know it:

  • Your previous address
  • Your PPI policy number
  • When you bought your PPI policy
  • When you took out the loan or credit product that the PPI covered
  • Your circumstances at the time you bought PPI, such as employment status and the company or organisation you worked for

So we can consider your PPI complaint you may be asked for sensitive data such as health data and / or financial information. We’ll use this as part of our investigation and it will be kept on our system in line with data protection legislation. If you don’t want to provide this information, or allow us to use this to review your complaint, then the outcome of our investigation may be affected. For example we may make assumptions when reviewing your complaint or make a decision without this information.
You can learn about how we’ll use your personal data here.

Providers Santander are responsible for investigating

To make sure the correct provider will investigate your PPI complaint, here are the providers Santander is responsible for investigating regarding PPI claims.

  • Abbey
  • Abbey National
  • Alliance and Leicester
  • cahoot
  • Cater Allen
  • First National Motor Finance
  • First National Wagon Finance
  • HBOS (Unsecured Personal Loans)
  • JP Morgan Classic Deferred Debit
  • National & Provincial
  • Santander
  • Santander Credit Cards





Boundary Mills

Budget Tyres




Country Casuals




Dorothy Perkins


Ernest Jones



First National
Trust Finance




High and Mighty

H Samuel



Harvey Nichols


House of Fraser


Kwikfit Finance

Laura Ashley

Leslie Davis

Lombard Tricity


Miss Selfridge



New Look

Outfit Card

Owen Owen


Power House



Racing Green


River Island

Russell &



Time Retail

Top Man

Top Shop

Toys "R" Us


Value Direct

Wade Smith


For PPI claims relating to Santander Consumer Finance, take a look at our information pages


Check to see if you've ever had PPI with Santander with our PPI enquiry form.
Start a PPI enquiry

If you've had a PPI policy you can submit your complaint with our PPI complaint form.
Send a PPI complaint

You can also submit a complaint about the level of commission on a PPI policy (even if you've already sent a complaint about the policy and this was declined).
Send a PPI commission complaint 

Call us or phone us 

Call us on 0800 171 2171 or +44 1908 375 039 if you’re calling from outside the UK. Lines are open 8am to 8pm Monday to Friday, 8am to 4pm Saturdays and 8am to 8pm on bank holiday Monday 26 August.  View call charges

Printing the PPI questionnaire

If you don't want to use the online tools, download and complete the PPI questionnaire and take into any Santander branch or send by post. You can find your nearest branch with our branch locator
Download PPI questionnaire

Send your completed form to:
For Santander products
9 Nelson Street

For store cards (see below for a list of eligible cards):
9 Nelson Street

Submit a query
To find out whether you have had PPI on any Santander accounts that you currently hold or have previously held, write to us at:
SARs Team
PO Box 1111

If you aren’t happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service

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 promise to do everything we can to resolve your complaint or query as soon as we receive it.

For complex issues, we may need more time to investigate. If this happens, we'll send you an acknowledgement by post letting you know 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 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. 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.

You don’t need to pay a company to reclaim PPI for you. Please contact us directly. We manage PPI complaints or claims in the same way as an external claims management company and within the same timeframe. We don’t charge any fees and making a complaint or claim directly doesn’t affect your relationship with us.

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