The Financial Conduct Authority (FCA) has launched a media campaign to raise awareness of the 29 August 2019 deadline for customers to decide whether or not to make a complaint about mis-selling of PPI. We’d like to reassure you that by making a PPI enquiry or a complaint this will not affect your credit rating or your relationship with us.
If you do decide to make a complaint, this page provides you with further information on the five step process to making a PPI complaint, the roles of the FCA and the Financial Ombudsman Service (FOS) and where you can get more information.
5 step process
Check if you have or have had PPI
Look at the offer of loan you received when you took out your mortgage. Your annual mortgage statement will also confirm if you had Mortgage Payment Protection Insurance (MPPI). If you are still unsure call our Secretariat Team who will check for you.
Decide if you are eligible to complain If you think you were mis-sold MPPI because the policy was not suitable for you, you can make a complaint. As part of a mis-sale complaint, we will also consider non-disclosure of commission even if you don’t mention it.If you have already complained about being mis-sold MPPI and we did not agree that your policy was mis-sold, you can make a new complaint about non-disclosure of commission.
If you want to complain, make your complaint directly to us
Contact our Complaints Administrator on 01282 440542 or 01282 440574 or email our Secretariat Team.
You can use a Complaints Management Company (CMC) to complain on your behalf. However, the same process will be followed whether you use a CMC or complaint to us directly. If you submit your complaint yourself and the complaint is upheld then all of the compensation will come directly to you without any need to pay a CMC.
You have until 29 August 2019 to complain about your MPPI policy; any complaints we receive after this date will not be considered.
We will look into your complaint
To help us review your complaint, we will need the following;
– Your full name and address
– The address of the mortgaged property (if different)
– The names in which the mortgage was held
– Any other information about the mortgage you can recall.
This will help us confirm if you had MPPI and if you did, carry out an investigation
We will respond within 8 weeks to tell you if your complaint has been successful
Following investigation of your complaint we will write to you, no later than eight weeks from the date we have received your complaint, with a Final Response which confirms whether we have accepted or rejected your complaint and where appropriate offer redress.
The Financial Conduct Authority regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but they cannot give you advice about your individual circumstances or complaint.
The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI. You might want to contact the Financial Ombudsman Service if you complain to us and aren’t happy with our response or don’t receive a response within 8 weeks.
For further information:
Click on the FCA’s PPI website Everything you need to know about PPI and how to claim back money you’ve pai
Contact the FCA’s PPI helpline 0800101 8800.
Look at the FCA’s PPI information leaflet – PPI complaints end 29 August 2019 – what will you decide