If you have a concern about how your PPI Policy was sold, it’s easy for you to contact the bank directly so you don’t need to use a Claims Management Company (CMC). The bank assesses complaints sent directly to them in exactly the same way that they treat complaints from a Claims Management Company, so by claiming direct you will not be disadvantaged.
1. Phone / Post
First step is to contact the bank and discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can write to them at Customer Relations, PO Box 816, Leeds, LS1 1WU or call them on 0345 725 3519 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday), which is a dedicated number for PPI complaints.
If you need to call from abroad or prefer not to use a 0345 number, you can also call on +44 (0)207 649 9014.
2. PPI Questionnaire
If you decide you want to proceed with your complaint, download the PPI Questionnaire and fill in the details of your case. This will help the bank process your complaint as efficiently as possible. Send the PPI Questionnaire directly to Customer Relations, PO Box 816, Leeds, LS1 1WU.
When a decision is made the bank will write to you clearly explaining their decision. If they offer you a refund they are committed to ensuring customers receive payment within 28 days of the decision letter. In all cases any interest due will be adjusted right up until the date of payment. If you complaint is refused you can take your complaint to the Financial Ombudsman