• 1.
    You acknowledged my complaint but I haven’t received a final decision. What will happen now?

    Your case is in the queue and we’re working through these cases as quickly as we can but it's important that we take the time to get the right outcome for you. Leading up to the PPI deadline in August 2019 we received an exceptionally high number of PPI enquiries and complaints. As a result our final decision may not reach you until summer 2020.

    The delay will not impact the outcome of your complaint. If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

    We’ll provide you with updates as your case progresses.

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  • 2.
    What if I need additional help and support?

    If you need more support because the delay is having a significant impact on you, such as you’re experiencing difficulties in your personal or financial circumstances, please get in touch on 0800 917 6592.

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  • 3.
    What if my personal details have changed, such as my address?

    If any of your personal details have changed since you submitted your complaint, please get in contact with us on 0800 917 6592.

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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.
    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 letter to provide any further evidence.

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  • 6.
    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 letter to provide any further evidence.

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  • 7.
    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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  • 8.
    Can I still make a complaint that is not related to the sale of my PPI policy?

    If you have any other concerns 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.

    Please call the number provided within your PPI policy booklet or visit our Existing PPI customers page for further information.

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  • 9.
    What happens if I’m unhappy with the response to my complaint, can I challenge this?

    Yes, please contact us within six months of the date of our final response letter and we’ll take another look at your complaint if you have additional information about your complaint.

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

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  • 10.
    I have a complaint that has been referred to the Financial Ombudsman Service (FOS). What will happen now?

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

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

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  • 11.
    Can I complain about the delay?

    We're sorry for the delay. You can contact us to make a complaint about the time taken for your complaint to be resolved.

    If you’re unhappy with the delay and we received your complaint more than eight weeks ago, you may refer your complaint to the Financial Ombudsman Service.

    We suggest awaiting our final response before contacting the FOS as it's unlikely to result in a quicker decision on your complaint. If you're unhappy when you receive our final decision, you'll still have a further six months to contact the Ombudsman.

    The Ombudsman offers a free independent review service. You may wish to contact the Ombudsman first before deciding on what action to take or review the frequently asked questions on its website.

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  • 12.
    Will I be compensated for any delays?

    The delay will not impact the outcome of your complaint. If we offer you a payment, it will include compensatory interest which will take into account the time it took us to respond. This means you won’t lose out financially as a result of any delay.

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  • 13.
    Is there tax payable on any payment I might receive?

    The 8% interest is called compensation interest. When we pay compensation interest we’re asked by HM Revenue and Customs (HMRC) to take off income tax. We do this at the basic rate of 20%. If we’ve taken more tax than you should pay you might be able to get some or all of it back from HMRC. If you pay a higher than the basic rate of tax it is your responsibility to get in touch with HMRC to pay the extra amount.

    You should keep your final response letter to show how much interest has been paid to you and the amount of tax that has been taken.

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  • 14.
    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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  • 15.
    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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  • 16.
    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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  • 17.
    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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  • 18.
    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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  • 19.
    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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