Making a complaint
We 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.
You'll need the following pieces of information to complete your 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
If you don't have your policy number to hand, don't worry – we can locate your policy using the other details you provide.
Further information that will assist us
Details of how your PPI policy was sold to you
What advice (if any) you received about PPI at the time of the sale
About the questionnaire
The questionnaire should take about 10-15 minutes to complete per claim
You cannot save the questionnaire to return and submit later – it must be completed in 1 session
For the security of your personal information, your online session will time out after 30 minutes of inactivity so please ensure you have all your details to hand before starting
You can submit up to 5 claims in one session
Request a hard copy
You can call us to ask us to send you a questionnaire in the post.
Our helpdesk number is 0800 056 6671
Calling from a mobile 0333 202 1162
Calling from abroad +44 (0)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 questions
What 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.
The questionnaire asks you for personal and financial details relevant to your relationship with Barclays, Barclaycard or First Plus (each and together 'us', 'we' or 'Barclays'). We shall use the information you provide in order to assess and process your query. We will not use the information to update or override any records that we may currently hold on you. All information collected about you and your account (including details of any partners or dependants) shall be processed by us in accordance with the privacy provisions of your customer agreement. By making the declaration at the end of the questionnaire you consent to our use of your information in the manner described above and, to the extent you have provided information relating to others, you confirm that you have their consent or are otherwise entitled to provide the information to us.