FAQs for Payment Protection Insurance

Payment Protection Insurance FAQs

Frequently Asked Questions

Most commonly asked questions about PPI:

About the letter 
My Policy 
The Questionnaire 
About Refunds

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 Barclays PPI complaint form PDF (393KB) 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 5 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
    United Kingdom

We will also ask you to complete a PPI Questionnaire form PDF (240.64KB) if you fill this form in with as much details as possible prior to making a complaint it will help ensure we have the information 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

About the letter

Q. Why have I received this letter?

Our records show that you purchased a PPI policy to protect the repayments on your card. The purpose of this policy is / was to help protect against accident, sickness, unemployment and death (or any of these individually, depending on the cover you selected). We have identified some instances where customers may not have been made fully aware of the details relating to their policy before the PPI sale completed.

Q. I have received a letter regarding my PPI but am unsure what to do now?

If you believe that you are affected or are unsure if you are affected by any of the points covered in the letter you received, please complete the online Barclays PPI questionnaire at the most appropriate site:

To help us review and assess the content of your questionnaire quickly, there is some information we need from you which will assist us in investigating your complaint;

  •  The ‘Our contact reference’, which can be found on the PPI letter we sent you.
  • Your PPI Policy number, although if you don't have this to hand, we can locate your policy using the other details you provide on the questionnaire
  • Details of the product, the PPI policy was sold to cover you for, e.g. Loan, credit card(s), overdraft (where applicable please include your card number or account number and sort code)
  • Details of your employment at the time you took out your PPI policy

Further information that will help 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

Q. I have other products with PPI, do I have to wait for a letter to arrive for other products?

We are happy to review any concerns about other Barclays policies. Please write or telephone our dedicated helpdesk where you can receive further information.
For Barclaycard please call us on 0844 811 9111 , or write to us at Barclays PPI Dept, Leicester, LE87 2BB, United Kingdom or visit our Payment Protection Insurance (PPI) page  for further information.

Q. I received a letter from you - does this mean my PPI Policy was mis-sold or is not suitable for me?

No, not necessarily. It depends on each individual customer’s circumstances.  If you believe that you are affected or are unsure if you are affected by any of the points covered in the letter you received, please complete the online Barclays PPI questionnaire and submit it to us so that we can investigate appropriately.

Q. Why has this only happened now when I have been paying money for so long?

We are aware that sometimes things go wrong, and if they do, we strive to put things right as soon as possible. We have identified some instances where customers may not have been made fully aware of the details relating to their policy before the PPI sale completed. This does not mean that your PPI Policy was mis-sold or is not suitable for you. It depends on each individual customer’s circumstances. 

If you believe that you are affected or are unsure if you are affected by any of the points covered in the letter you received, please complete the online Barclays PPI questionnaire and submit it to us so that we can investigate appropriately.

Q. Do I have FOS rights?

We will review and assess any complaint you make and hope that you are satisfied with the outcome. However, if you are not satisfied you have the right to refer your complaint to the Financial Ombudsman Service. If so, please refer your complaint to them within six months from the date of our final response to you.

For Barclaycard please call us on 0844 811 9111 , or write to us at Barclays PPI Dept, Leicester, LE87 2BB, United Kingdom or visit our Payment Protection Insurance (PPI) page  for further information.

Q. Why are Barclays contacting customers who haven’t complained about their PPI?

We are aware that sometimes things go wrong, and if they do, we strive to put things right as soon as possible. We have identified some instances where customers may not have been made fully aware of the details relating to their policy before the PPI sale completed. This does not mean that your PPI Policy was mis-sold or is not suitable for you. It depends on each individual customer’s circumstances. 

If you believe that you are affected or are unsure if you are affected by any of the points covered in the letter you received, please complete the online Barclays PPI questionnaire and submit it to us so that we can investigate appropriately.

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My Policy


Q. I’ve previously claimed on my payment protection insurance, but still believe that the product was mis-sold and would like a review of sale, what would you advise?

We are still able to review the sale of your product and will log it onto the system as a review of sale. We would recommend that you complete the online Barclays PPI questionnaire and submit it to us so that we can investigate appropriately.

Q. Can customers still make new PPI complaints now?

Yes. Complaints should be made directly to Barclays in the normal way. For Barclaycard please call us on 0844 811 9111 , or write to us at Barclays PPI Dept, Leicester, LE87 2BB, United Kingdom or visit our Payment Protection Insurance (PPI) page  for further information.

Q. I’ve received a Barclays PPI letter / questionnaire, and willing to complete but I’ve split from my partner who was a joint account holder on the product when it was taken out. I’m worried that if my review is successful I will not be able to obtain the second party’s signature. What can I do?

Only one signatory is required to conduct the review, we advise you to complete the online Barclays PPI questionnaire if you wish for a sale review to be undertaken.  At a later stage we may need to request both signatures if there was more than one party to an account.

Q. I took this policy out when I was living abroad. Was I not eligible to do that?

We would need to review this - please complete the online PPI questionnaire and give us as much information as possible.

Q. Why would I have been sold this when I didn’t need it?

It depends on each individual customer’s circumstances. Some customers may not have been made fully aware of all of the details relating to their policy before the PPI sale completed, which could mean the policy may not have been suitable for their needs at the time of sale.

If you believe you are affected or are unsure if you are affected by any of the points covered in the letter you received, please complete the online Barclays PPI questionnaire, detailing any supporting evidence that you may have. We will then review your sale to understand if the policy you took out was suitable for your needs at the time of sale.

Q. I was told I had to take out the PPI policy. What do I do now?

Please complete the online Barclays PPI questionnaire and submit it to us, a Case Review Handler will investigate your sale.

Q.  I have received a letter regarding my PPI policy but believe I should also be able to get redress on other Barclays products what shall I do?

If you have any concerns relating to your other Barclays PPI policies please let us know so that we can investigate appropriately. For Barclaycard please call us on 0844 811 9111 , or write to us at Barclays PPI Dept, Leicester, LE87 2BB, United Kingdom or visit our Payment Protection Insurance (PPI) page  for further information.

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

We will endeavour to inform you of a final decision within 8 weeks of acknowledgement of your complaint. Should you wish to do so, you may contact us in the interim on the dedicated helpdesk number. For Barclaycard please call us on 0844 811 9111 , or write to us at Barclays PPI Dept, Leicester, LE87 2BB, United Kingdom.

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The Questionnaire


Q. What date did I start this card product?

You do not need to provide us with the exact date your product started in order to complete the questionnaire. Please complete the online Barclays PPI questionnaire as best as you are able to remember and submit it so that we can investigate appropriately.

Q. I need help filling out the online Barclays PPI questionnaire I can’t remember how the card and payment protection insurance was sold to me as it was a long time ago and am having difficulty answering specific questions?

You do not need to provide us with the exact details, you should complete the online Barclays PPI questionnaire as best as you are able to remember and submit it so that we can investigate appropriately.

Q. I’ve read your letter and questionnaire, what documentation do you need and how do I send it to you?

You should provide any information that you think is relevant to your policy which would aid us in reviewing the sale of payment protection insurance and to provide a photocopy of any of these documents, which you can return in the prepaid envelope.

Q. Will I be charged anything to put in a request for a sales review?

No, we are committed to providing you, the customer we contact with a comprehensive sales review should you request one. We’d prefer it if you deal with us directly. There is no need to use a third party to deal with this complaint. Using one will not get your complaint resolved any quicker or alter any refund amount to which you may be entitled, as we deal with all complaints in exactly the same way.

Q. I took a card out but I don’t have the relevant paper’s will this matter?

We will still investigate and make a decision based on the information you provide [including the questionnaire] and from our own records.

Q. When is the deadline for returning the PPI questionnaire?

We recommend that you complete the online PPI questionnaire as quickly as possible as this will allow us to progress your review.

There is a potential limit of three years from the date of this letter on the time you have to make a complaint to us and the Financial Ombudsman Service. Failure to alert us of your potential mis-sale within this time period may mean that we may be unable to consider any future complaint about the sale of your PPI.

Please note that in some circumstances the three -year period may already have begun – this will depend on your previous experience of PPI and any dealings with Barclays that may impact the extent to which you may be aware (or ought reasonably to have been aware) that you had a cause for complaint.

Q. I’d like to request a copy of the original letter because I’ve lost or destroyed the original copy?

If you contact our helpdesk on 0844 822 0092  and 0044 1604 529 415 , or write to us at Barclays, PPI 321 Team, PO Box 9133, Wigston, LE18 9DG, United Kingdom, we will be able to send your letter.

Q. I’d like to request a copy of the Barclays PPI questionnaire because I’ve lost or destroyed the original copy?

We would recommend that you complete the online questionnaire if available. However, if you would prefer to complete a paper version, please contact the helpdesk number below and we can resend that questionnaire.

For Barclaycard please call us on 0844 811 9111 , or write to us at Barclays, PPI 321 Team, PO Box 9133, Wigston, LE18 9DG, United Kingdom.

Q. I’d like to request a copy of the original letter which includes the Barclays PPI questionnaire as I’ve lost/destroyed original copy?

We would recommend that you complete the online questionnaire, however, should your preference be to complete a paper version, please contact the dedicated helpdesk number on the letter you received, a letter can be re-sent to you. Please follow the instructions in the letter when it arrives.

For Barclaycard please call us on 0844 822 0092  and 0044 1604 529 415 , or write to us at Barclays, PPI 321 Team, PO Box 9133, Wigston, LE18 9DG, United Kingdom.

Q. I’m not happy with the size of the font on the Barclays PPI questionnaire you’ve provided?

The Barclays PPI questionnaire is available in larger print to help customers see all information more clearly and can analyse it in the larger print. Note: We would recommend that you complete the online questionnaire, however, we can arrange to send you a larger print should your preference be to complete a paper version. Please contact the dedicated helpdesk number on the letter you received and a larger print questionnaire can be sent to you.

Please follow the instructions in the letter when it arrives. For Barclaycard please call us on 0844 822 0092  and 0044 1604 529 415 , or write to us at Barclays, PPI 321 Team, PO Box 9133, Wigston, LE18 9DG, United Kingdom.

Q. I have lost my pre-paid envelope. Can you please provide me with the address to return my completed questionnaire to?

We would recommend that you complete the online PPI questionnaire rather than completing a paper version. If you’re a UK customer and have lost your pre-paid envelope, please let us know and we will arrange for a new one to be sent to you free of charge. If you’re not in the UK, we will send you a pre-addressed envelope but postage will be applied.

For Barclaycard please call us on 0844 811 9111 .

If you prefer not to wait for a prepaid envelope and to send in the questionnaire in your own envelope, the address that you should return the completed questionnaire to is:

Barclays
PPI 321 Team
P O Box 9133
Wigston
LE18 9DG
United Kingdom

Note: Please ensure that the ‘Our Contact reference’ is included on any correspondence you send back to this address.

Q. Can someone else help me?

Yes, there are sources that provide free help and support;

  • Citizens Advice Bureau
  • Which (members only)
  • Financial Ombudsman Service
  • Money Advice Service

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

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. 

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About Refunds

Q. If you review my sale and open a new complaint, will I get a refund?

If you ask us to review your sale, we will raise a new complaint for you and carry out a full investigation. This will involve reviewing documents that were provided to you, and if the product was bought over the telephone, listening to this phone call if available. We will still investigate and make a decision based on the information you provide [including the questionnaire] and from our own records. We may require additional contact with you to verify information provided.

The results of these actions will determine whether the policy was suitable for your needs at the time and we will ensure that you are not disadvantaged. This may include you receiving a refund.

Q. If you review my sale, will I get a refund, or am I getting a refund?

If you ask us to review your sale, we will raise a new complaint for you and carry out a full investigation. This will involve reviewing documents that were provided to you, and if the product was bought over the telephone, listening to this phone call if available. We will still investigate and make a decision based on the information you provide [including the questionnaire] and from our own records. We may require additional contact with you to verify information provided.

The results of these actions will determine whether the policy was suitable for your needs at the time and we will ensure that you are not disadvantaged. This may include you receiving a refund.

Q. When will I find out if I am entitled to a refund?

We will endeavour to inform you of a final decision within 8 weeks of acknowledgement of your complaint.

Q. I’ve returned my Barclays PPI questionnaire, how much am I entitled to?

We will endeavour to inform you of a final decision within 8 weeks of acknowledgement of your complaint. During this time we are still reviewing your case and until the review is completed we have no way of knowing if a refund is due or not.

Q. Is there a tax liability?

Your refund of the premiums and the interest you paid is not taxable. However you are required to pay income tax on the 8% statutory compensation payment. In line with current UK legislation we have deducted income tax at the current basic rate of 20% from the 8% statutory compensation payment. If you are entitled to claim back the income tax you will need to contact HM Revenue & Customs (HMRC) directly and complete an R40 claim form.

If you do not complete a tax return or you need to pay income tax at the higher or additional rate you will need to contact HMRC. If you require a statement of deduction of income tax (SDIT) please contact us. Any further tax liability as a result of this payment will be your responsibility.

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