Payment Protection Insurance

We apologise that you have or may have to make a complaint about the way your Payment Protection Insurance (PPI) was sold to you. We don’t always get things right for our customers, but when we get them wrong we apologise and put them right.

If you think you have been mis-sold Payment Protection Insurance on a mortgage, loan, overdraft, credit card or store card by any bank or credit card company, our advice is to make the claim yourself. It’s the quickest way to make a complaint about your PPI.

We would strongly advise you to avoid using a Claims Management Company (CMC). Contrary to any advice or information you may receive from CMCs we make no distinction at all between complaints made via a CMC and complaints you make directly:

• Using a CMC will not get your complaint resolved any faster
• Using a CMC will not alter the outcome of your complaint and will not mean you would receive an increase in the amount of redress owed
• Using a CMC could mean you are charged a substantial portion of any money you are due, in some cases up to 25% of your final refund       

For independent guidance on how CMCs work visit the Which? website.

When you make a complaint about PPI, here’s what will normally happen

1. We will acknowledge your initial complaint in writing within five days of its receipt
2. Once your complaint has been reviewed we’ll then contact you directly with a decision based on the case information within 8 weeks
3. If we are offering you a refund we’ll then make sure that you are paid within 28 days of your agreement to our offer

Please note there may be exceptions to this timeline depending upon the information available to us and the nature of each individual complaint.

Making a complaint

If you have already made a complaint:
We are working hard to resolve your complaint as quickly as possible; however, we are dealing with a large number of PPI enquiries. You do not need to do anything further once you have contacted us to make your complaint. We will be in touch with you directly with an update about your case as it progresses 
 
If you wish to make a complaint about your PPI, you can do so by:

Calling us on 0844 811 9111 or write to us at:

Barclays PPI Dept

Leicester

LE87 2BB

For PPI complaints relating to Barclays Bank products please visit - Barclays Payment Protection Insurance.

For PPI complaints relating to your Firstplus loan please visit Firstplus Payment Protection Insurance.

We will also ask you to complete a PPI questionnaire form. If you fill this form in with as much detail as possible prior to making a complaint it will ensure we have the information needed to process your complaint as efficiently and as possible. 

Frequently asked questions

Q. What is Payment Protection Insurance (PPI)?

Payment Protection Insurance (PPI) is an optional insurance policy often taken with loans, mortgages, overdrafts, credit cards or store cards that could cover you if you can't meet your repayments due to involuntary unemployment, illness, accident or disability.

Q. How do I make a new PPI complaint?

If you wish to make a complaint about your PPI, you can do so in several ways. There is no need to use a claims management company to complain – it is easiest to make complaints directly to Barclays.

You can call us on 0844 811 9111 or write to us at Barclays PPI Dept, Leicester, LE87 2BB. We will ask you to complete a PPI questionnaire form, from the Financial Ombudsman Service. Sending us this form will ensure we have the information needed to process your complaint efficiently and as quickly as possible.

Q. How long should I expect to wait before I hear about my complaint?

We will be in touch with you directly with an update about your case as it progresses;
 
1. We will acknowledge to your initial complaint in writing within five days of its receipt
2. Once your complaint has been reviewed we’ll then contact you directly with a decision based on the case information within 8 weeks.
3. If we are offering you a refund we’ll then make sure that you are paid within 28 days of your agreement to our offer.  

Please note there may be exceptions to this timeline depending upon the information available to us and the nature of each individual complaint.

Q. I have an existing PPI complaint, how can I get an update?

Customers with existing PPI complaints do not need to do anything at this time. We are working hard to resolve all complaints as soon as possible and will contact you directly at each stage as your complaint is processed.

Q. Can I still complain if I have cancelled the policy or if my circumstances have changed?

Yes, to make a complaint about PPI, you can do so by:

Calling us on 0844 811 9111 or write to us at:

Barclays PPI Dept

Leicester

LE87 2BB

We will also ask you to complete a PPI questionnaire form. If you fill this form in with as much details as possible prior to making a complaint it will help ensure we have the inforamtion needed to process your complaint as efficiently and as quickly as possible.

Q. I have been approached by a claims management company. What should I do?

Our customers can complain to us directly and don’t need to use a claims management company (CMC). A CMC will typically charge an up-front fee or take a proportion of any final payment you may be due. We will assess all complaints sent directly to us in exactly the same way that we treat complaints sent in by a CMC – your complaint is not dealt with differently or any quicker. For independent guidance on how CMCs work visit the Which? website.

Q. My complaint is now with the Financial Ombudsman Service (FOS), what happens now?

We will provide the FOS with all of the information they require regarding your complaint. We will also work with them to ensure as quick a resolution as possible to your case. 

Q. I have received my response letter which says that my complaint has been rejected, I don’t agree with the outcome what can I do now?   

If you are unhappy with the outcome of your complaint, you may now ask the Financial Ombudsman Service to review your complaint, and have six months from the date of your response letter to do so. We will have enclosed a copy of a leaflet regarding the FOS with your response letter, which includes details of how to contact them. We will co-operate fully with the Financial Ombudsman Service if you choose to pursue your complaint with them.

Only in the circumstances where you feel that you have new or additional information regarding your complaint which you did not include in your original correspondence would we be able to review the case again.

Q. How can I find out more information?

We’ve set up this dedicated website for customers who would like more information about PPI complaint handling. The site will be updated as more information becomes available. The Financial Ombudsman Service (FOS) also provides an independent source of information.

Q. What happens next?

This is what usually happens when you make a complaint about PPI:

Step	What We Do	Timescale
Acknowledgement	Log it on our system before issuing you an acknowledgment letter which will include your unique PPI complaint reference	Within 5 working days of receiving your complaint
Investigation	Collect all relevant information relating to your complaint before conducting a thorough investigation	This could take up to 6 weeks
Final Decision	Write to you to explain our final decision in detail and if appropriate, make an offer of compensation. Any compensation payment will then be made within 28 days of your acceptance.	Within 8 weeks of receiving your complaint

Please note there may be exceptions to this timeline depending on the information available to us and the nature of each individual complaint.

Q. How do I get an update on my complaint?

All customers will receive an acknowledgment letter within 5 working days of receiving your complaint and a final decision letter within 8 weeks.