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Payment Protection Insurance (PPI) Complaints

The deadline to make a PPI complaint passed on 29th August 2019

If you've already made a PPI complaint to us, you don't need to do anything else. We'll make sure your complaint is reviewed.

Leading up to the PPI deadline in August 2019 we received an exceptionally high number of PPI enquiries and complaints. We're working through these cases as quickly as we can but it's important that we take the time to get the right outcome for you. As a result our final decision may not reach you until summer 2020.

Enquiries and complaints sent to us directly by you

  • We'll send you an acknowledgement letter to confirm we're looking into your enquiry or complaint.
  • Please wait to receive this letter before contacting us for an update.
  • If you made an enquiry before the deadline and we find a PPI policy, we'll automatically open a complaint on your behalf.
  • We'll then review your complaint and if we need any further information we may call or write to you.
  • We'll then write to you with our final decision once we've completed our review.
  • If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

Enquiries and complaints sent to us by a Claims Management Company (CMC) you've authorised to act on your behalf

  • We'll keep your CMC informed as we progress your enquiry or complaint.
  • If you want an update, please get in touch with your CMC directly.
  • If you made an enquiry before the deadline and we find a PPI policy, we'll automatically open a complaint on your behalf.
  • We'll review your complaint and if we need any further information, we or your CMC will be in contact.
  • We'll then write to both you and your CMC with our final decision once our review is completed.
  • If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won't lose out financially as a result of any delay.

To find out more, please read our Frequently Asked Questions (FAQs). If you'd like to speak to us about something not covered by the FAQs, please call us directly on 0345 725 3519 (lines open 9am to 5pm Monday to Friday).

How to make a PPI complaint after 29th August 2019

Even though the PPI deadline has passed, there are a small number of scenarios where we may still look at a PPI complaint submitted after the PPI deadline. These include:

Declined Claim

If you made a claim on your PPI policy that was live after 29th August 2017 and the claim was rejected. For PPI complaints relating to a declined claim, please provide as much detail as possible. This includes the date of your declined claim and why you're unhappy with the PPI policy.

If you think your PPI complaint falls into one of the above scenarios, you can make a PPI complaint by

  • Writing to us at The Mortgage Business, Customer Relations, PO Box 548, Leeds, LS1 1W.
  • Calling us on 0345 725 3519 (lines open 9am to 5pm Monday to Friday).

Exceptional Circumstances

If the reason you did not complain before the deadline is due to exceptional circumstances. This means something really important happened. Such as, you were seriously ill for an extended period before the deadline. For PPI complaints with exceptional circumstances, please tell us why you are submitting your PPI complaint after the deadline in as much detail as possible. This includes any relevant dates. We'll consider the circumstances on a case by case basis and we may request additional information from you if required.

Accessibility information

We're aware our customers may require different levels of assistance and are committed to making our products and services as accessible as possible. Our PPI complaints process has been designed to make it as easy as possible for everyone wishing to make a complaint.

Our websites are designed to be compatible with assistive technology, this includes screen readers, text-to-speech software and reading aids. You can also change the colour of our websites to help make the text clearer to read.

Can we help make things easier? Please tell us if you require additional support (e.g. someone helps manage your affairs), or you have a physical or mental health condition. Also, if you need us to communicate with you in a different format (e.g. large print), please let us know. You can contact us by phone on 0345 725 3519 (lines open 9am to 5pm, Monday to Friday).

For more information on our commitment to assisting our customers please visit the Accessibility section of our website.

Other organisations offering information and help with PPI complaints

The following bodies have information relating to PPI complaints and/or advice on making a complaint:

Financial Ombudsman Service

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. If you’re not happy with our final decision, or haven't received a final response letter within 8 weeks, you may refer your complaint to the Ombudsman. Please be aware, referring to the Ombudsman before you receive our final response letter may not result in a quicker decision on your complaint.

Financial Conduct Authority

The Financial Conduct Authority (FCA) regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but cannot give you advice about your individual circumstances or complaint.

The following bodies have information relating to PPI complaints and/or advice on making a complaint:

Prudential Regulation Authority
Citizens Advice
Which?
MoneySavingExpert.com
Financial Services Compensation Scheme
Money Advice Service

Frequently Asked Questions

1. You acknowledged my complaint but I haven’t received a final decision. What will happen now?

Your case is in the queue and we’re working through these cases as quickly as we can but it's important that we take the time to get the right outcome for you. Leading up to the PPI deadline in August 2019 we received an exceptionally high number of PPI enquiries and complaints. As a result our final decision may not reach you until summer 2020.

The delay will not impact the outcome of your complaint. If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

We’ll provide you with updates as your case progresses.

2. What if I need additional help and support?

If you need additional support because the delay is having a significant impact on you, such as you’re experiencing difficulties in your personal or financial circumstances, please get in touch on 0345 725 3519 (lines open 9am to 5pm Monday to Friday).

3. What if my personal details have changed, such as my address?

If any of your personal details have changed since you submitted your complaint, please get in contact with us on 0345 725 3519 (lines open 9am to 5pm Monday to Friday).

4. I have received your final decision but am still waiting for my refund. When will I receive my payment?

If you’re still waiting for your payment and it’s been more than 28 days since you received our decision letter, please call us on 0345 725 3519.

If your case is complex it may take us longer and we’ll keep you regularly updated.

In all cases, any interest due will be adjusted right up until the date of payment.

5. Can I complain about the delay?

We're sorry for the delay. You can contact us to make a complaint about the time taken for your complaint to be resolved.

If you’re unhappy with the delay and we received your complaint more than eight weeks ago, you may refer your complaint to the Financial Ombudsman Service.

We suggest awaiting our final response before contacting the Ombudsman as it's unlikely to result in a quicker decision on your complaint. If you're unhappy when you receive our final decision, you will still have a further six months to contact the Ombudsman.

The Ombudsman offers a free independent review service. You may wish to contact the Ombudsman first before deciding on what action to take or review the frequently asked questions on its website.

6. I received a letter saying my complaint has been closed as no PPI policy was found. Could my case be re-opened after the deadline if I provide further evidence?

Yes, if you made the complaint before the PPI deadline of 29th August 2019. You have six months from the date of our final response to provide any further evidence.

7. I received a letter asking for more information and saying my complaint was closed. Could my case be re-opened after the deadline if I provide further evidence?

Yes, if you made the complaint before the PPI deadline of 29th August 2019. You have six months from the date of our final response letter to provide any further evidence.

8. Can I still complain after the deadline?

The deadline to submit a PPI complaint passed on 29th August 2019. If you think there were exceptional circumstances or you’re unhappy about a declined claim (dated after 29 August 2017), then you can make a PPI complaint by writing to us or calling us.

9. Can I still make a complaint that is not related to the sale of my PPI policy?

If you have any other concerns not related to the sale of your PPI policy, you can still make a complaint. This could be a concern about the way we handled your PPI policy, such as a delay with a claim on your policy, an administration error, or charging you an incorrect amount.

Please call the number provided within your PPI policy booklet. If you can't locate your own paperwork please call us on 0345 725 3519. Lines are open 9am to 5pm Monday to Friday.

10. What happens if I’m unhappy with the response to my complaint, can I challenge this?

Yes, please contact us within six months of the date of our final response letter and we’ll take another look at your complaint if you have additional information about your complaint.

You can also refer your complaint to the Financial Ombudsman Service, but you must do so within six months of the date of our final response letter.

11. I have a complaint that has been referred to the Financial Ombudsman Service. What will happen now?

We’ll work with the Ombudsman and provide them with all of the relevant case notes to allow them to complete their investigation. We’ll also liaise directly with the Ombudsman to deal with complaints as quickly as we can.

In the meantime, we’ll be unable to discuss the complaint with you, whilst the Ombudsman completes their investigation.

12. Will I be compensated for any delays?

The delay will not impact the outcome of your complaint. If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

13. Is there tax payable on any payment I receive?

The 8% interest is called compensation interest. When we pay compensation interest we’re asked by HM Revenue and Customs (HMRC) to take off income tax. We do this at the basic rate of 20%. If we’ve taken more tax than you should pay you might be able to get some or all of it back from HMRC. If you pay a higher than the basic rate of tax it is your responsibility to get in touch with HMRC to pay the extra amount.

You should keep your final response letter to show how much interest has been paid to you and the amount of tax that has been taken.

14. What happens if I need another copy of the PPI Questionnaire?

You can download extra copies of the PPI Questionnaire here.