Payment Protection Insurance (PPI)

Payment Protection Insurance (PPI)

How to make a claim

If you’d like to make a claim about a Payment Protection Insurance (PPI) policy you bought from Barclaycard, then we want to make the process simple, fast and fair. The following information tells you how to register your claim, how long the process will take and provides answers to some common questions about PPI. For other Barclays product PPI claims, please visit Barclays PPI .


The quickest way to get your questionnaire to us is to fill out our online questionnaire.

Post / in branch

Complete the PDF version PDF (365KB)  and send your completed form to:

Barclays PPI Dept

Alternatively, take the completed form into any Barclays branch.

Multiple products
To claim for multiple products, please use the  multi product claim PDF (246KB)

Guidance notes
View our guidance notes PDF (73KB)  if you need help filling in the forms.


UK Freephone
0800 015 4210

UK mobile
0333 200 5038

+44 (0)1604 230 230 (from overseas)

Lines are open Monday to Friday 8am to 8pm. Read our call charges and information

What happens next?

  • We’ll acknowledge your claim within 5 working days of it reaching us and give you a case reference number
  • We’ll then conduct a review of how PPI was sold to you using all the information available to us. We might need to contact you if we have a question about the information you’ve given us or we need more information from you to complete our review
  • We’ll contact you within eight weeks with our decision or a reason why a decision has been delayed
  • If you’re due a refund it’ll be sent within 28 days of our decision
  • If you’re not satisfied with our decision you then have the right to refer your claim to the Financial Ombudsman Service (FOS) for an independent review. You must refer to them within 6 months from the date of your decision letter. We will enclose a leaflet with your final decision letter which provides more information on this


PPI is an insurance product that enables you to insure repayment of loans, mortgages, overdrafts, credit cards and store cards to protect against accident, sickness, involuntary unemployment or loss of life.

The quickest way for us to receive your claim is to use our online questionnaire . This helps you to give us the information we need to process your claim as quickly as possible. You can also fill in the PDF version PDF (365KB) , which you can print out and fill in by hand.

Send your completed questionnaire to Barclays PPI Dept, Leicester, LE87 2BB, UK. You can also register your PPI claim by calling us on 0800 015 4210 , from mobiles 0333 200 5038  lines are open Monday to Friday, 8am to 8pm. If overseas, please call +44 (0)1604 230 230 .

We’ll acknowledge your claim in writing within 5 working days of its receipt and give you a case reference number. We’ll then contact you within eight weeks with our decision. If you’re due a refund it’ll be sent within 28 days of our decision.

Yes - we’ll investigate all claims for PPI including current and closed policies. Please see “How to make a claim” at the top of this page.

A CMC may charge an up-front fee or take a proportion of any payment you may be due. Claims are dealt with in exactly the same way whether they are made by a customer or CMC. They will not be dealt with any quicker by using a CMC. For independent guidance on how CMCs work, visit the Which? website . To make a claim directly to us, please see ’How do I make a new PPI claim’.

You can complain to 1 of 2 organisations, depending on the nature of your complaint. Both organisations are independent and there are no charges for making complaints.

Poor service

Complaints about poor service should be made to the Legal Ombudsman  – poor service could be the result of your claim or the fees you’ve been charged.
You’ll need to have lodged a complaint with the CMC before you can submit a complaint to the Legal Ombudsman – its website gives clear details on the process, but as a guide you’ll need to:

  • Ask the CMC how to make a complaint and follow its procedure
  • Contact the Legal Ombudsman if you’re not happy with the CMC’s response, and the CMC states its response is final

You can also ask the Legal Ombudsman to investigate if the CMC fails to respond to your complaint within 8 weeks.
You can contact the Legal Ombudsman on 0300 555 0333   (call charge information)  or by email at

Poor conduct

If your complaint is about poor conduct, contact the Claims Management Regulator  – poor conduct could include breaking the conduct rules for claims companies, issuing unsolicited calls and text messages or not being properly registered.

You can ask the Financial Ombudsman Service (FOS) to review your claim. You have six months from the date on the letter we sent you with our decision to do this. We’ll send you a leaflet with this letter that tells you about the FOS and how to contact them about your claim. You can see more information about them on the FOS website . We will co-operate fully with the FOS if you pursue your claim with them.

We’ll provide the FOS with all of the information they require about your claim. We’ll also work with them to ensure a quick resolution to your case although you’ll need to contact the FOS directly if you have any further queries.

Track your claim

You can review the progress of your PPI claim using Barclaycard Track It. Click the 'Track your claim' button below, select ‘PPI complaints’ from the dropdown menu, then enter your case reference and post code.

Track your claim

If you have a claim in progress and need to speak to us, call us on:

UK: 0800 056 6618
Mobile: 0333 202 1160
Overseas: +44 (0)1604 529 415