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ombudsman news

issue 142

October 2017

FAQs about PPI - checking if you had PPI

The deadline to complain about mis-sold PPI is 29 August 2019. Here are answers to some questions we’re often asked most about PPI and complaining about it.

I don’t know whether I had PPI – what should I do?

If you’ve had a loan or credit – such as a credit card, mortgage, store card, catalogue account or overdraft – then some form of PPI might have been sold with it. The first thing to do is to check if you have any paperwork that you haven’t thrown away. This could be old credit card statements, or a copy of a loan agreement, for example.

If you think this shows you did have PPI – and you think it might have been mis-sold to you – then you can complain to the business. If you’re unsure about how to do this, take a look at the PPI section of our website – where we’ve also got some quick questions you can answer to help you work out if it’s likely you had PPI.

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I know I had PPI but can’t find the paperwork – what should I do?

When first complaining to a business, you don’t have to provide them with lots of detailed information that shows you had PPI. Usually, they’ll be able to look into their records – so you don’t have to worry if you haven’t kept every single piece of paper.

But it’s always useful to provide the business with as much information as possible when making a complaint – even if you can’t provide actual paperwork. Our PPI questionnaire – which you can download from our website – is a good way to get down the key information the business will need to begin to look into things.

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my bank says I didn’t have PPI – how do I know they’re right?

We used to see a lot of complaints where it wasn’t clear if PPI had ever been taken out. When we looked into those complaints, we helped businesses understand what we’d expect to see in terms of them carrying out thorough checks of all their relevant records – using information about their customers’ circumstances to help with those checks.

This work means we see less of these complaints now. And when we do see them, businesses are typically giving people the right answer, and explaining things far more clearly. So if you haven’t got any information to show you had PPI – and the business doesn’t have anything to show you did either – then you probably didn’t have it.

But if you’ve moved or changed your name – for instance, because you’ve got married – a business might struggle to track down your records. So when you get in touch with them, giving them your previous name or address could help them find any old PPI policies you might have had.

If you’re concerned you’ve not got the right answer, our website has some quick questions to help you understand whether it’s likely you had PPI.

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I have a store card from a department store – could it have PPI on it?

We often hear from people who think they might have been mis-sold PPI on a store card. Store cards are like credit cards, but you can only use them in a specific store – often a department store or high street shop. We’ve seen many store cards that had PPI on them.

If you think this applies to you, try to find any relevant paperwork to find out the name of the financial business that gave you the store card. It might have a slightly different name, or be a different business, to the actual shop where you used the card. Then get in touch with this financial business and explain why you’re unhappy.

If you can’t find the business’s name, try asking the store – and they might be able to forward your complaint. If you complain, but you’re not happy with the answer you get, you can get in touch with us.

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Image: Charlie Sweeney
lead ombudsman and director of casework
Charlie Sweeney
lead ombudsman and director of casework

ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.

The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.