Payment Protection Insurance (PPI) online questionnaire
Making a complaint
We recently wrote to you as we've identified problems with the sale of some PPI policies. This may mean we have mis-sold you PPI. As a result, you may have suffered a financial loss and be entitled to a refund.
What this means for you
If you think we may have mis-sold you PPI or you have been affected by any of the problems identified in the letter we sent you, you should complete our online PPI questionnaire.
Once we have received your completed questionnaire, we will register a complaint and investigate the particular circumstances relating to your PPI sale.
If you have more than one PPI policy with us, you’ll need to complete a questionnaire for each policy you believe may have been mis-sold.
You'll need the following pieces of information to complete your questionnaire:
- Our contact reference – this can be found on the PPI letter we sent you
- Details about the money you borrowed (eg your loan agreement, credit card number, sort code and account number)
- Your employment history
If you don't have your policy number to hand, don't worry – we can locate your policy using the other details you provide.
Further information that will assist us
- Details of how your PPI policy was sold to you
- What advice (if any) you received about PPI at the time of the sale
About the questionnaire
- The questionnaire should take about 10-15 minutes to complete
- You cannot save the questionnaire to return and submit later – it must be completed in 1 session
- Your online session will time out after 30 minutes, so please ensure you have all your details to hand before starting
- You must complete a separate questionnaire for each policy you believe may have been mis-sold
What happens next?
This is what usually happens when you make a complaint about PPI:
|Step||What we do||Timescale|
|Acknowledgement||Log it on our system before issuing you an acknowledgment letter which will include your unique PPI complaint reference||Within 5 working days of receiving your complaint|
|Investigation||Collect all relevant information relating to your complaint before conducting a thorough investigation||This could take up to 6 weeks|
Write to you to explain our final decision in detail and if appropriate, make an offer of compensation.
Any compensation payment will then be made within 28 days of your acceptance.
|Within 8 weeks of receiving your complaint|
Please note there may be exceptions to this timeline depending on the information available to us and the nature of each individual complaint.
How do I get an update on my complaint?
All customers will receive an acknowledgment letter within 5 working days of receiving your complaint and a final decision letter within 8 weeks.
Request a hard copy
Claims management companies (CMCs)
We review all complaints sent to us directly or received through a third party – eg, a solicitor or a claims management company (CMC) – in exactly the same way.
Please be aware that you do not need to use a solicitor or a CMC to correspond with us, but if you do, they may charge you for their services.
The questionnaire asks you for personal and financial details relevant to your relationship with Barclays, Barclaycard or First Plus (each and together 'us', 'we' or 'Barclays'). We shall use the information you provide in order to assess and process your query. We will not use the information to update or override any records that we may currently hold on you. All information collected about you and your account (including details of any partners or dependants) shall be processed by us in accordance with the privacy provisions of your customer agreement. By making the declaration at the end of the questionnaire, you consent to our use of your information in the manner described above and, to the extent you have provided information relating to others, you confirm that you have their consent or are otherwise entitled to provide the information to us.