Make a complaint

If you think you have been mis-sold PPI you should make a complaint to the firm that sold you the insurance, stating why you think you have been mis-sold.

Our template letter (below) will help you put your complaint together.

Where to take your complaint

If you are not sure which firm to complain to, look at the documents you were given at the time you took out the mortgage, loan, credit/store card or credit agreement. In most cases the firm that set up the credit arrangement will be responsible for the sale of the insurance policy. 

If you are unsure, ask your lender or the finance company that set up the credit agreement.  Tell them you wish to make a complaint about the PPI sold to you and ask them who you should write to.

Give your name, address, any reference number attached to the credit agreement, card, mortgage or loan, and the policy number of the PPI. 

Start your complaint here:

Download the Which? PPI complaint template letter.

What happens next?

Under the Financial Services Authority (FSA) rules, after sending you an initial acknowledgement, the firm has 8 weeks to investigate your complaint.  It must write to you during this time telling you whether it has upheld or rejected your complaint. 

If you don’t hear anything by the end of the 8 weeks, or if your complaint is rejected, you can take your case to the Financial Ombudsman Service.

How much should you get back?

If your complaint is upheld, then the firm should attempt to put you back into the position you would have been in had the PPI not been sold to you.  

If you have a regular premium policy (such as those attached to mortgages and credit cards), then you should receive a refund of any PPI premiums paid by you and, if applicable, a refund of any additional interest charged to you because of the PPI.

If you have a single premium policy (such as those often attached to personal loans or finance agreements) then you should receive back the PPI payments you have made and the lender or seller should ensure that your loan is re-arranged as if you had never taken out the PPI.  

If your loan or finance agreement is no longer in force then you should still get back any PPI payments you made, plus the difference between the redemption figure you paid and what it would have been had you never taken out the PPI policy.  

Statutory compensation

You may also be entitled to statutory compensation, which is usually set at 8% of the money refunded.  This is because you have been deprived from using the money during the time you held the PPI, and is compensation for the fact that you could have invested or saved this money elsewhere.

Warning

If your complaint is upheld and you receive redress as above, then your PPI policy will be cancelled.  Make sure you have alternative cover in place.  PPI may not be very good, but it is better than no protection at all. See 'better protection' for more information on alternatives to PPI.

Feedback

While we aren't able to help or advise in individual cases, do let us know how you get on with your complaint. Your experiences and feedback are vital to help us improve this site with the latest, most useful advice. Email us at ppi@which.co.uk and tell us your experiences.

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Please note that this information is not intended as legal advice, and Which? Ltd. cannot accept any liability for individual claimants who may rely upon the information given on this site. Every effort has been made however to ensure that the information is correct at the time of writing.