Payment Protection Insurance (PPI) Enquiries and Complaints
Payment Protection Insurance (PPI)
No matter when it was arranged, and whether or not you have an active policy/account, if you have a concern about how PPI was sold to you against an MBNA or Loans.co.uk product, we’re committed to helping with any enquiry or complaint.
We don’t charge for this service.
PPI complaints deadline
Don’t delay in making a PPI complaint… the final deadline for making complaints, set by the Financial Conduct Authority (FCA), is 29 August 2019.
An earlier deadline might apply if, for example, we’ve sent you a letter inviting you to make a complaint, requiring you to do so within a specified window. However, if you still want to make a complaint, you can… we review and respond to each complaint individually.
What is PPI?
It’s an optional insurance we used to sell, covering loan or credit card repayments in the event of accident, illness, involuntary redundancy or death. Some customers may still have active policies on their accounts.
Undisclosed Commission (Plevin)
The Financial Conduct Authority (FCA) have issued new rules and guidance around high levels of commission earned by financial providers through the sale of PPI.
Unsure if you’re impacted?
Fill in a short PPI enquiry form to check:
- If you’ve purchased a PPI policy through MBNA or Loans.co.uk in the past.
- If undisclosed commission applies to you, even if you’ve had a previous PPI mis-sale complaint rejected.
It’ll take just a few minutes to complete the form and we usually respond to enquiries within a week.
Good to know: if you’ve moved house a few times and your policy could have been registered at a number of previous addresses, you’ll need to submit a separate PPI enquiry form for each one individually.
We'll use the details you provide to search our records for any history of PPI on all accounts held in your name. You'll receive an individual response about each.
If you want to make a complaint
Please fill in a PPI complaint form - it’ll take about 20-30 minutes to complete.
We usually respond to complaints within a week, and provide a final response within 8 weeks.
Important: if you’ve held and would like to make complaints against multiple MBNA accounts, you’ll need to submit a separate form for each.
You might prefer to download our PDF form to complete and post instead if:
- You’d like to take more time to answer all of the questions.
- You won’t be able to answer all of the questions in one session.
- You’re submitting a joint complaint, or on behalf of someone else.
- You’d like to keep a copy of your complaint for future reference.
Post your completed form to:
Customer Advocates Office
Chester Business Park
If you’ve got any questions about the form, you can contact us on: 0800 917 6592
Our specialists are here to help Mon-Fri 9am-8pm, and Sat 9am-4pm.
Need a hand from us?
We’ve done our best to make our forms easy to use, but please get in touch if you’re struggling, or would prefer to complete them over the phone.
Call: 0800 917 6592.
Specialists are available Mon-Fri 9am-8pm, and Sat 9am-4pm.
Also get in touch if you need any of this information in another format (e.g. large print) - we’re committed to making things accessible.
What information to provide
From the time you purchased/may have purchased PPI, we’ll need:
- Your address - that’ll help us locate your policy.
- Info about the product you bought PPI against (e.g. account number/date).
If you’re submitting a complaint, we’ll also need employment, health and financial details.
We appreciate it could have been some time since any policy was arranged, and you might not have any paperwork, but try to give as much detail as possible to help us complete our investigations quickly.
As well as information about your complaint, we’ll need your current contact details in case we need to get in touch - usually by email, phone or in writing.
For details about how we handle complaints, read our complaints procedure.
Using a third party
If you’d prefer to use a Claims Management Company (CMC), we won’t treat your complaint any differently, but be aware that they may take a share of any money you’re entitled to.
It’s more than likely that they’ll ask for the same information to process your claim as we do.
How are refunds (redress) calculated?
If a complaint is upheld, the refund will include a reimbursement of all insurance premiums paid, interest on those premiums and, where applicable, interest at 8%.
This will all be detailed in the final response we send.
Good to know
- The account you purchased PPI against will not be affected by any enquiry or complaint.
- As part of any complaint, we’ll also review the impact of undisclosed commission (Plevin).
- Any redress awarded will be paid by cheque or bank transfer.
- Statutory interest is a taxable income you should declare. If you’re awarded redress, contact HM Revenue & Customs (HMRC) for advice.
Who else can help?
These are just some of the organisations who offer info and advice about making a PPI complaint: