Payment Protection Insurance (PPI) complaints

How to make a complaint

This page provides information to assist you if you are considering making a complaint about how your PPI policy was sold to you. If, after reading the information, you still believe that you have a complaint about the way in which your PPI policy was sold, rest assured that we’re committed to making this as straightforward as possible for you.

If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC) who will typically charge an up front fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.

Here's what you need to do:

1. Call or write to us

At Bank of Scotland we are committed to making it as easy as possible to resolve your complaint. We’d like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can write to us at Customer Relations, PO Box 548, Leeds, LS1 1WU or call us on 08457 253 519 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday), our dedicated number for PPI complaints.

If you need to call us from abroad or prefer not to use our 0845 number, you can also call us on
+44 (0)207 649 9014.

2. Download and complete our PPI Questionnaire

If you decide you want to proceed with your complaint, download our PPI Questionnaire and fill in the details of your case. This will help us process your complaint as efficiently as possible. Send the PPI Questionnaire directly to us at Customer Relations, PO Box 548, Leeds, LS1 1WU.

When a decision is made we will write to you clearly explaining our decision. If we are offering you a refund we are committed to ensuring customers receive payment within 28 days of our decision letter.

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

Frequently asked questions

Frequently asked questions

1. What is PPI and how do I know if I have it?

PPI is insurance that pays out a sum of money to help cover your monthly repayments on your loan, credit card and/or mortgage in certain events, which could include unemployment, accident or sickness, hospitalisation or death. The actual events covered by your policy will depend upon the level of cover that you have purchased.

This type of cover may also be called loan protection, credit insurance, loan repayment insurance, ASU (accident, sickness and unemployment) insurance, account cover or payment cover.

An easy way to check if you have taken out PPI, is to check your product statements for evidence of premiums paid. Also, you may have policy booklets and loan or credit agreements that show information on PPI. Some of our product names for this type of insurance include Credit cards repayment, total Mortgage Protection plan, secured personal loan repayment cover.

2. How do I make a complaint about the way that my PPI was sold?

Firstly, please check any available documentation as outlined in question 1 to obtain details of your PPI policy. This will help in progressing your complaint.
The easiest way to raise a query about a PPI policy is to complete our PPI Questionnaire. By filling out the PPI Questionnaire we will have all of the information we need to assess your complaint.

Once you have completed the form please send it directly to us at :
Customer Relations
PO Box 548
Leeds
LS1 1WU
We encourage our customers to talk to us about PPI:

If you have any further query about the way your PPI was sold you can ring a dedicated telephone line for PPI customers 08457 253 519 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday).

3. My PPI policy was taken out many years ago. Can I still complain?

We will investigate any complaint received properly and fairly. Please be aware that if your policy was cancelled over 6 years ago it is unlikely we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.

4. I cannot find any paperwork. Can I still complain?

Yes, even if you can’t find your paperwork we will investigate your complaint properly and fairly. Please be aware that if your policy was cancelled over 6 years ago it is unlikely that we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.

5. I have made a complaint, what happens next?

We will send you an acknowledgement letter within 5 days of receiving your complaint.

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

We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint.

7. What will happen to unresolved complaints?

We wish to handle and resolve all complaints quickly and to the satisfaction of our customers. You do not need to do anything further. We will review your complaint and provide you with a full response as soon as possible and no later than 8 weeks from the receipt of your complaint.

8. Can I complain about the delay?

If we received your complaint more than eight weeks ago, we will have explained that you can forward your complaint to the Financial Ombudsman Service. This is a free, independent service for settling disputes between financial services firms and their customers. You may wish to contact the Financial Ombudsman Service first before deciding on what action to take or review the frequently asked questions on its website. In all cases where redress is owed, you will not be disadvantaged by any delay as any interest due will be calculated right up until the date of payment.

9. Will I be compensated for any delays?

We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint-handling policy we will assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.

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

We are committed to ensuring customers receive payment within 28 days of our decision letter. However we have experienced a large volume of new cases over recent months. This has created some complications for us that we are putting right. As a result we are aware that in certain cases, there could be a delay in customers receiving their payment. We apologise if you have not received your payment within 28 days of our decision letter and thank you for your patience.
If you are still waiting for your payment and it is more than 28 days since you received our decision letter, please call our helpline on 08457 253 519 . We'll usually be able to make payment to you within 10 working days. If your case is complex it may take us longer and we will keep you regularly updated.
In all cases any interest due will be adjusted right up until the date of payment.

11. I have received a final decision letter upholding my complaint and containing an offer. What does the final amount include and how do I understand how the amount has been calculated?

As a general rule, the payment you receive will be made up of all the PPI premiums you paid, including any interest. It will also include additional interest at 8%, less income tax at the basic rate, to put you back in the same position you would have been in had you not taken out the PPI policy.
Sometimes, if you bought a single premium PPI policy (the cost is added at the start of the loan) we may find that it was only the way you paid for this that made it unsuitable. As such, our offer will be the difference between what you actually paid for the single premium PPI policy, inclusive of interest and what would have been paid for a regular premium PPI policy. Additional interest at 8%, less basic rate tax, would also be added to the refund.
If you would like the details on the final decision letter explained to you, please call us on 08457 253 519.

12. Why have you deducted income tax from my PPI refund?

From 1 October 2013, the tax laws have changed and requirements from HMRC mean we must deduct income tax at the basic rate (currently 20%) from any interest paid after this date. HM Revenue & Customs (HMRC) treat the additional payment which relates to the 8% interest as taxable income. If you’re a non‐taxpayer, or pay tax on your savings at a lower rate, it may be possible to reclaim all or part of this tax from HMRC (R85 forms cannot be accepted with this type of interest). If you pay tax at rates higher than the basic rate any additional tax due on this should be discussed with your tax office. Please refer to the PPI Advice section of the HMRC website for more information, or call HMRC Tax Helpline: 0300 200 3300.

13. Will you be reopening my complaint which was originally not upheld?

We are not reopening complaints that have already been closed. When responding to complaints, we always tell customers that they have 6 months to raise any concerns over our decision to the Financial Ombudsman Service (FOS).  If you have new or different concerns, then we’ll be happy to review those as part of any new complaint you raise with us.
We are also reviewing certain Payment Protection Insurance sales processes dating from 2005.  If we find the need for a further assessment of the sale of your PPI policy we will write to you. At the moment, you do not need to do anything.

14. You have made an offer to refund my PPI policy premium. Will that offer change?

No. We will stand by any offer to settle a complaint that has already been made to you or a third party acting on your behalf.

15. I have a complaint that has been referred to the FOS. What will happen now?

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

16. Can I still buy PPI from you?

No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.

17. I have cancelled my PPI Policy. Can I still make a complaint?

Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided above. It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company. Your complaint will be assessed  in exactly the same way if you come to us directly but you will avoid having to share any compensation payment with a Claims Management Company.

18. What was the Judicial Review and what was the outcome?

In October 2010 the British Bankers’ Association (BBA) asked the Courts to review the recently published rules made by the Financial Services Authority (FSA, (now known as the Financial Conduct Authority (FCA)), in relation to PPI sales-related complaints. The BBA also asked for a review of the guidance published by the Financial Ombudsman Service (FOS) on the handling of PPI complaints.In May 2011 we announced that we would no longer be participating in the BBA’s Judicial Review. The BBA subsequently decided that it would not be appealing the Court’s decision that the FSA’s rules should be implemented in full.

19. Where else can I obtain information and help on PPI complaints?

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

Financial Ombudsman Service
Financial Conduct Authority
Prudential Regulation Authority
Citizens Advice Bureau
Which?
MoneySaverExpert.com

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