Beverly wanted to find out if she had been mis-sold PPI on a personal loan, however she felt that the loan company didn’t take her request for information seriously.

Beverly explains what happened with her PPI complaint.

What happened

After seeing the media attention surrounding PPI, Beverly started to question whether she had also been mis-sold payment protection insurance with a loan she'd taken out in the past. Beverly got in touch with the loan provider and they agreed she'd been mis-sold - so they offered her a refund. Beverly wanted to be sure, though, that she was being offered the right amount. So she requested a breakdown of how the refund had been calculated. The company didn’t provide Beverly with the breakdown like she asked - so she got in touch with us.

All too often, as consumers, we're not aware of what our rights are... The Financial Ombudsman Service protect you as a consumer by providing impartial advice.

How we helped

Beverly got in touch with us online and sent us all the documents and information that we needed. She found the process simple and straight forward to use. We explained to Beverly that we would get in touch with the loan company and look at both sides impartially.

Putting things right

After our intervention Beverly's loan provider recalculated her PPI payout - and ensured they were calculating the amount in line with the relevant guidelines. They contacted Beverly to say they were increasing the amount of their offer to just over £3000 - and she was happy to accept.

How we can help you

The deadline for complaining to a business about mis-sold PPI was 29 August 2019.

As the deadline has now passed, you can no longer make a complaint to the financial business, unless your PPI policy was sold after 29 August 2017 or your complaint is about a claim being turned down by an insurer.

But if you can clearly show that there were exceptional circumstances that meant you missed the deadline, you might still be able to complain. 

Find out more about making a complaint to the ombudsman service about PPI now the deadline has passed, and how we might be able to help.


Complain online