When you contacted us we will have written to you to confirm receipt and consider your complaint. We aim to review your complaint within 8 weeks and then write to you to inform you of our decision. If your complaint is upheld we will refund all premiums paid plus 8% simple interest on the refund amount.

Please note that we have received high volumes of complaints prior to the deadline, if we are going to take longer than 8 weeks to reach a final decision, we will write to inform you of this.

The deadline for making a complaint about your PPI policy was the 29th August 2019. If we receive a complaint after this date it will only be considered in exceptional circumstances.

If you are unhappy with the outcome of your complaint you have the right to refer the matter to the Financial Ombudsman Service (FOS), who will independently review your complaint and the outcome reached. This service is free of charge.

In the event that you have previously complained about the sale of your policy, and your complaint was fully reviewed, we will have issued you with a final response letter detailing our decision and providing you with details of your right to refer the complaint to FOS. We will normally not re-investigate the sale of your policy. You may however be able to make a complaint about the commission charged to your policy and not disclosed to you, based on the “Plevin” ruling.

This is a Supreme Court case (Plevin v Paragon Personal Finance Limited) that decided that the failure by the lender to tell the customer about high rates of commission made the relationship between the lender and customer unfair under the Consumer Credit Act 1974.

As a result of the Supreme Court’s decision, the FCA has now ruled that where undisclosed commission is greater than 50% of the premium paid for PPI, it should be presumed there is an unfair relationship under the Consumer Credit Act. The FCA’s rules and guidance also set out how much money firms should pay back to put this right in such cases.

Commission is the amount of the premium you pay for your PPI that does not go towards your insurance cover, but is kept by the other firm(s) involved, usually to cover expenses and as a reward for selling it to you.

If the commission on your policy is less than 50%, you will receive no refund. However, as commissions rates can vary widely, any potential refund would depend on the level of commission paid for each period where commission exceeded 50% of the total cost of your policy.

To comply with the rules set down by HMRC, you have to pay tax on the simple interest element of any redress paid to you. If you are a non-taxpayer, this tax deduction may be reclaimed by contacting your local HMRC office.

There is no need to use a claims management company (CMC) to make your complaint –you can contact us directly. If you do want to use a CMC, be aware they are likely to charge a fee for their services.

You can check if they are authorised by visiting the Claims Management Regulator’s website, the Solicitors’ Regulatory Authority website or, for Scottish Solicitors, The Law Society of Scotland’s website.

If you are or have been subject to a Bankruptcy Order or Sequestration (in Scotland), you may be under an obligation to pay any refund you receive to your Official Receiver, Insolvency Practitioner or Trustee (in Scotland).