Payment Protection Insurance (PPI) online questionnaire
Making a complaintWe recently wrote to you as we've identified problems with the sale of some PPI policies. This may mean we have mis-sold you PPI. As a result, you may have suffered a financial loss and be entitled to a refund. What this means for you If you think we may have mis-sold you PPI or you have been affected by any of the problems identified in the letter we sent you, you should complete our online PPI questionnaire. Once we have received your completed questionnaire, we will register a complaint and investigate the particular circumstances relating to your PPI sale. If you have more than one PPI policy with us, you’ll need to complete a questionnaire for each policy you believe may have been mis-sold. Complete online questionnaire
- Our contact reference – this can be found on the PPI letter we sent you
- Details about the money you borrowed (eg your loan agreement, credit card number, sort code and account number)
- Your employment history
- Details of how your PPI policy was sold to you
- What advice (if any) you received about PPI at the time of the sale
- The questionnaire should take about 10-15 minutes to complete
- You cannot save the questionnaire to return and submit later – it must be completed in 1 session
- Your online session will time out after 30 minutes, so please ensure you have all your details to hand before starting
- You must complete a separate questionnaire for each policy you believe may have been mis-sold
Request a hard copyYou can also call us to ask for us to send you a questionnaire in the post. Helpdesk number is 0844 822 0092 1
Calling from abroad 0044 1604 529 415
Helpdesk hours are 8am to 8pm UK time
Post your completed questionnaire to:
PPI 321 Team
P O Box 9133
Claims management companies (CMCs)We review all complaints sent to us directly or received through a third party, eg a solicitor or a claims management company (CMC) in exactly the same way. Please be aware that you do not need to use a solicitor or a CMC to correspond with us, but if you do they may charge you for their services.
Frequently asked questionsWhat is payment protection insurance (PPI)?
PPI policies were offered to customers to provide financial protection in the event of accident, sickness, unemployment and death (or any of these individually, depending on the cover you selected). The cost of the PPI and the range of benefits provided vary according to the type of policy purchased. The terms and conditions of the PPI are set out in your policy agreement which was issued to you at the time of purchase. How do I know if I have been mis-sold PPI?
In the letter we sent to you recently, we set out the information that we should have provided to you, either orally or in writing, when you purchased the policy and how you may have been affected by the problems we have identified. If I request a review of my PPI sale, when will it be dealt with?
We aim to resolve all PPI complaints within 8 weeks of receipt. I have already made a complaint, but I have not heard anything?
If you have already made a complaint then we will be working hard to resolve it as quickly as possible within the 8 week period.