• 1.
    What will happen to my complaint after the deadline?

    If you submitted your complaint before the PPI deadline of 29 August 2019, it is not affected by this time limit. We’ll review your complaint and respond as soon as we can.

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  • 2.
    I have made a complaint - what happens next?

    We’ll send you a letter to confirm we’ve received your enquiry/complaint. Please wait to receive our acknowledgement letter before contacting us for an update as we’ll only be able to provide limited information at this time. We’ll write to you with either an update and next steps, or our final decision within eight weeks of the date of your complaint.

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  • 3.
    You acknowledged my complaint but I haven’t received a final decision. What will happen now?

    We’ll provide a full response as soon as possible and aim to do this within eight weeks of receiving your complaint. If we’re unable to resolve your complaint within the initial eight weeks, we’ll write to you at this stage explaining why we’re not able to make a decision and tell you when you’ll receive a final response from us.

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  • 4.
    I have received your final decision letter 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 our helpline on 0800 917 6592tel:0800 917 6592.

    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.

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  • 5.
    What will happen to unresolved complaints over eight weeks old?

    We’re committed to giving your complaint the attention it deserves and will send you our full written response as soon as our investigations are complete. Where we’re unable to complete our investigations within eight weeks, we’ll write to tell you this.

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  • 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 29 August 2019. You have six months from the date of our final response to provide any further evidence.

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  • 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 29 August 2019. You have six months from the date of our final response to provide any further evidence.

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  • 8.
    Can I still complain after the deadline?

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

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

    If you’re unhappy about an issue that is 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 for PPI.

    If you wish to make a complaint that is not related to the sale of your PPI policy, please call the number provided within your PPI policy booklet. A list of useful telephone numbers can be found on our contact us pageContact us page if you can’t locate your own paperwork.

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

    Yes, if you have new or different concerns, please contact us within six months of our response letter and we’ll take another look at your complaint.

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

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

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

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

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  • 12.
    Can I complain about the delay?

    If we received your complaint more than eight weeks ago, we’ll 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 questionsFOS Frequently asked questions on its website.

    In all cases where redress is owed, you’ll not be disadvantaged by any delay as any interest due will be calculated right up until the date of payment.

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  • 13.
    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’ll assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.

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  • 14.
    Is there tax payable on any refund I might receive?

    From 1 October 2013, the tax laws changed and HM Revenue & Customs (HMRC) requirements mean we must deduct income tax at the basic rate (currently 20%) from any interest paid. HMRC treat the additional payment which relates to 8% interest as taxable income.

    If we deduct more tax than you have to pay you may be able to reclaim all or some of the tax deducted 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. For more information on PPI advice please call the HMRC tax helpline on 0300 200 3300tel:0300 200 3300.

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  • 15.
    How do I cancel my optional LifestyleProtect policy?

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 2 when prompted.

    Lines are open 8am-10pm every day. Standard network charges may apply.

    Alternatively, write to:

    Lloyds Banking Group
    Floor 2B
    Tredegar Park
    Newport
    NP10 8SB

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  • 16.
    How do I make a claim under my optional LifestyleProtect policy?

    For new and existing claims, contact Covéa Insurance.

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 1 when prompted.

    Lines are open Mon-Fri 8am-6pm. Standard network charges may apply.

    Alternatively, write to:

    Covéa Insurance Team
    104 50 Kings Hill Avenue
    Kings Hill
    West Malling
    Kent
    ME19 4JX

     

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  • 17.
    What is LifestyleProtect and what are the benefits of my optional LifestyleProtect policy?

    LifestyleProtect is an optional insurance we used to sell. It's no longer available to new customers although some customers might still have active policies on their accounts.

    LifestyleProtect has lots of benefits, including covering your credit card payments if you're out of work due to accident, sickness or involuntary unemployment, are hospitalised, become a carer or loss of life.

    LifestyleProtect could also help you with life events, like having a baby, getting married or purchasing a main home.

    Please check your LifestyleProtect policy document for more information.

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  • 18.
    Can I request a copy of my LifestyleProtect policy documents?

    Yes, give us a call to request a copy of your policy documents by post.

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 3 when prompted.

    Lines are open 8am-10pm every day. Standard network charges may apply.

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  • 19.
    As an existing policyholder, how do I know if I am still eligible for LifestyleProtect?

    Although you might have been eligible for LifestyleProtect when you first took out the policy, you might not be eligible for certain parts of the cover if your circumstances have changed.

    To find details of the eligibility requirements, check your policy documents. To request a copy of your policy documents by post:

    Call 0800 587 0525tel:0800 587 0525 (or +44 1244 757 121tel:+44 1244 757 121 from outside the UK).

    If you have a hearing or speech impairment, call using Text Relay on: 18001 0800 587 0525tel:18001 0800 587 0525 Select option 3 when prompted.

    Lines are open 8am-10pm every day. Standard network charges may apply. 

    If you think you’re no longer eligible, please call and choose option 1 instead. That option is available Mon-Fri 8am-6pm. Again, standard network charges may apply.

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  • 20.
    What’s a Payment Protection Insurance (PPI) annual statement review, and why have I been sent one?

    We provide an annual review statement (between January and March) for all active LifestyleProtect policies which have been charged a premium within the last 12 months.

    It’s a regulatory requirement we send this to you as a policyholder. It provides a summary on the level of cover and the cost of premiums, helping you to assess if the policy still meets your needs.

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