Barclays PPI questionnaire

Barclays PPI questionnaire

Barclays PPI Questionnaire

We are writing to Barclaycard UK Consumer Credit Card customers, regarding the purchase of their Payment Protection Insurance (PPI). In line with the FCA policy on managing PPI, the customers we will be contacting are those who have taken out a PPI policy post 2005 and who have not raised a complaint with regard to the insurance. We wish to let those customers know that we have identified potential issues with the way their PPI policy may have been sold and remind those customers of the information that should have been provided to them when they purchased their policy.

The letter asks that they contact us if they believe they are affected by any of the issues identified, and wish to register a complaint. We will then review the circumstances of their sale to ensure it was suitable for their needs at that time. The letter provides full details of the actions that customers need to take if they would like to register a complaint and have the sales of their PPI reviewed.

Download the Barclays PPI questionnaire

If you have been contacted in relation to your PPI policy, there should be a printed Barclays PPI questionnaire with your letter.

Download an additional copy of the Barclays PPI complaint form PDF (393KB)  if you no longer have the original.

After you have downloaded it, print it out and complete it, and then send it back to us directly using either the prepaid envelope that was provided with your letter or by sending it to the following address:

Team 92
Barclaycard PPI Dept
51 Saffron Way
Leicester
LE18 4US
 

Frequently Asked Questions (FAQs)

Why are you contacting customers?
We are currently writing to our Barclaycard UK Consumer Credit Card customers, as 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 was completed.

In our letter we are reminding customers of some of the information relating to their policy, which they should have been made aware of when they purchased their PPI policy. If customers consider that they would not have purchased the PPI policy had this information been drawn to their attention, they can register a complaint, so we can investigate if the policy was suitable for their needs at the time of sale.

I have received a letter regarding my PPI but am unsure what to do now?
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 Barclays PPI questionnaire that was enclosed with it, and return it to us directly in the prepaid envelope provided, together with any supporting documentation. If you have any queries regarding the letter content, you can contact the dedicated telephone line from 08:00 to 20:00 Monday to Friday on 0844 822 0092 * who will be happy to help you.

* Call Charges will apply. Please check with your service provider. Calls may be monitored and / or recorded in order to maintain high levels of security and quality of service.

Why have you sent me the Barclays PPI questionnaire?
The Barclays PPI questionnaire has been designed to help you to remember what happened when you took out your PPI policy and to give us information which we will use with information from our own records to review your complaint and the circumstances of your sale.

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. 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 Barclays PPI questionnaire that was enclosed with it, and return it to us directly in the prepaid envelope that was provided, together with any supporting documentation. We will then register your complaint and review your sale to understand if the policy you took out was suitable for your needs at the time of sale.

If I register a complaint, will I get a refund?
If you register a complaint and ask us to review your sale, we will carry out a full investigation. This will involve reviewing documents that were provided to you, listening to the recording of the phone call through which the sale was made if available, and may require additional contact with you to verify information provided. The results of this 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.

Will responding to this letter have a negative impact on any existing credit I may have or in any way affect my ability to obtain future credit?
No, please be assured that responding to this letter will not have a negative impact on your current loan. If our review finds that the policy was not suitable for your needs at the time of sale, we will contact you. This may result in amending your loan agreement. We will not make any changes to the terms and conditions of your loan without contacting you first.

This will also not have any effect on your ability to obtain a loan with Barclays in the future and any loan application will be considered in line with the lending criteria in place at the time.

This will also not have any effect on your ability to obtain credit with Barclays in the future and any loan application will be considered in line with the lending criteria in place at the time.

I've had PPI policies in the past. Does this mean that there could have been a problem with one of those?
No, not necessarily. It depends on the individual circumstances of each sale. If you have any concerns relating to your other PPI policies, you should contact the company who sold you these policies.

I have received a letter regarding PPI on my credit card but believe I should also be able to get a refund on my other Barclays products. What shall I do?
If you have any concerns relating to your other Barclays PPI policies, please let us know.

If you are a Retail Banking customer, please call us on 0845 755 5555* or write to us at Barclays PPI Dept, Leicester, LE87 2BB or read more information about PPI.  

If you are a Firstplus Secured lending customer, you can call us on 0845 650 6600** or write to us at: Customer Relations, Firstplus Financial Group, The Avenue Business Park, Pentwyn, Cardiff CF23 8FF or visit the FCA Firstplus page for further information.

* Lines are open Monday to Sunday 7am-11pm (+44 2476 842063 outside the UK). To maintain a quality service, we may monitor or record phone calls.

** Lines are open Monday to Friday 9am to 5pm. To maintain a quality service, we may monitor or record phone calls.

My friend /associate/ relative received a letter from you asking them to consider if they wish to register a complaint against the sale of their PPI. Why didn’t I receive a letter?
We will be mailing all our Barclaycard UK Consumer Credit Card customers, who purchased a PPI policy since 2005. In order to effectively deal with our customers and give them the best service, we are contacting our customers on a phased basis; please rest assured that we will be also contacting you.

If you have any concerns relating to your other Barclays PPI policies, please let us know.

If you are a Retail Banking customer, please call us on 0845 755 5555* or write to us at Barclays PPI Dept, Leicester, LE87 2BB or read more information about PPI.  

If you are a Firstplus Secured lending customer, you can call us on 0845 650 6600**or write to us at: Customer Relations, Firstplus Financial Group, The Avenue Business Park, Pentwyn, Cardiff CF23 8FF or visit the FCA Firstplus page for further information.


* Lines are open Monday to Sunday 7am-11pm (+44 2476 842063 outside the UK). To maintain a quality service, we may monitor or record phone calls.

** Lines are open Monday to Friday 9am to 5pm. To maintain a quality service, we may monitor or record phone calls.

I have completed my Barclays PPI questionnaire and sent it in but haven't heard anything. How long does it take to hear?
We will send an acknowledgement letter once we have received your Barclays PPI questionnaire within five working days. If you sent your questionnaire back to us more than 10 days ago, please contact us on 0844 822 0092* from 08.00 to 20:00 Monday to Friday to ensure we have received it.

However, if you have received an acknowledgment letter please be assured that we are doing everything we can to complete the review of your sale as quickly as possible. We will be undertaking a very thorough investigation of your sale which can take up to eight weeks. Once we have completed our investigation we will write to you advising you of our findings.

* Call Charges will apply. Please check with your service provider. Calls may be monitored and / or recorded in order to maintain high levels of security and quality of service.

I have been approached by a Claims Management Company. What should I do?
A Claims Management Company (CMC) may charge you for their services. We investigate and assess all sales where requests for review have been sent directly to us in exactly the same way as those received via a CMC – your request will not be dealt with differently or any quicker by using a CMC.

I have lost my prepaid envelope, how can I return my Barclays PPI questionnaire?
If you have lost your prepaid envelope please contact the dedicated telephone line on change number and address to UKC number 0844 822 0092* and request a replacement. Otherwise, you can use your own envelope and send it to the following address: Team 92, Barclaycard PPI Dept, Saffron Way, Leicester, LE18 4US.

* Call Charges will apply. Please check with your service provider. Calls may be monitored and / or recorded in order to maintain high levels of security and quality of service