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how to complain

if you think you've been mis-sold payment protection insurance (PPI)

1. complain to the business that sold you the policy

If the business that sold you the policy isn't listed below - or if you're unsure about anything - we can help. We can get in touch with the business for you, tell them about your complaint, and ask them to investigate it.

  • phone our consumer helpline on 0300 123 9 123 or 0800 023 4567
    Monday to Friday – 8am to 8pm
    Saturday – 9am to 1pm
    we'll be happy to phone you back
  • Bank of Scotland: Halifax/Bank of Scotland , PO Box 548, Leeds LS1 1WU phone 08457 25 35 19
  • Barclays: Barclays PPI Dept, Leicester LE87 2BB phone 0845 755 5555
  • Capital One: Executive Office, Capital One, PO Box 5281, Nottingham NG2 3FA
  • Citibank: Citibank International plc, Global Consumer Banking, PO Box 49930, London SE5 7XT phone 0800 00 55 00
  • Co-op: Customer Feedback, The Co-operative Bank plc, 4th Floor, Miller Street, Manchester M60 0AL phone 0844 826 7805
  • Halifax: Halifax/Bank of Scotland, PO Box 548, Leeds LS1 1WU phone 08457 25 35 19
  • HSBC: HSBC, PPI Complaints, PO Box 6177, Coventry CV3 9HPU phone 0800 881 155
  • Lloyds: Lloyds TSB, Tredegar Park, Newport NP10 8SB phone 0845 6012 683
  • MBNA: The Customer Advocate Office, MBNA Europe Bank Limited, PO Box 1004, Chester Business Park, Chester CH4 9WW
  • NatWest and RBS: Royal Bank of Scotland Group, 5th Floor, Hardman Boulevard, Manchester M3 3AQ phone 0800 015 0319
  • Santander: Complaints, Santander UK PLC, PO Box 1125, Bradford BD1 9PG phone 0845 600 6014

2. if you're still not happy, refer your complaint to us

If you're not happy with how the business has dealt with your complaint, you can ask us to look into it for you. But the business you're unhappy with has eight weeks (longer in some cases) to look into your complaint first - before we can investigate your case.

You will need to fill out our complaint form and the PPI consumer questionnaire - so that we know all the relevant details about your case. We can help you do this.

  • phone our consumer helpline on 0300 123 9 123 or 0800 023 4567
    Monday to Friday – 8am to 8pm
    Saturday – 9am to 1pm
    we'll be happy to phone you back
image: how to complain - without using a claims company

if you think you've been mis-sold PPI …

1. complain to the business that sold you the policy

  • contact us if you're not sure how to do this

2. if you're still not happy, refer your complaint to the ombudsman service

  • phone us and we'll help you with our complaint form

3. you don't need to use a claims company to complain

  • why pay someone else to do it for you – when you're just as likely to win by doing it yourself for free
image: video PPI tips image: Caroline Wayman