What happens after I’ve made a PPI complaint?
After you have made a complaint, the following 3 steps will apply.
Step 1 - We’ll acknowledge your complaint and give you a personal reference number. Once you have your reference number, it'll be easier to get an update on the progress of our investigation. This will happen within 5 working days of your complaint reaching us.
Step 2 - We’ll conduct a thorough investigation of how PPI was sold to you using all the information available to us. We might need to contact you if we have a question about the information you’ve given us, or we need more information from you, to complete our investigation.
We’ll try and reach you by phone to get this. If you provide a mobile number or email address, we’ll let you know we’re trying to reach you.
Step 3 - We should be able to provide you with a decision to your complaint within 8 weeks. However, in some cases this could take longer. Either way, we'll write to you within 8 weeks to give you our decision or let you know our decision has been delayed.