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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.

Essential information

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
Final decision

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

You can also call us to ask for us to send you a questionnaire in the post.

Call us on 1:

Freephone: 0800 056 6674

UK mobile: 0333 202 1163 2

Overseas: +44 (0) 1604 529418

Post your completed questionnaire to:

Retail Business Banking
PPI 321 Team
P O Box 9133
LE18 9DG
United Kingdom


Useful links

Financial Ombudsman Service

Barclays PPI

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.

Frequently asked questions

Our most frequently asked questions have been grouped for ease of reference.

Find out more about:

The Letter

My Policy

The Questionnaire


Our questionnaire and privacy policy

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.

Important information

1. Lines are open Monday to Friday 8am–8pm UK time. To maintain a quality service, we may monitor or record phone calls. Call charges
2. Calls to 03 numbers cost the same as 01/02 prefix calls.

Barclays Bank PLC. Authorised by the Prudential Regulation Authority and regulated by the Financial Conduct Authority and the Prudential Regulation Authority (Financial Services Register number: 122702). Barclays Bank PLC subscribes to the Lending Code which is monitored and enforced by the Lending Standards Board. Further details can be found at Barclays Insurance Services Company Limited is authorised and regulated by the Financial Conduct Authority (Financial Services Register number: 312078).

Barclays Bank PLC. Registered in England. Registered no. 1026167. Barclays Insurance Services Company Limited. Registered in England. Registered no. 973765. Registered office for both: 1 Churchill Place, London E14 5HP. ‘The Woolwich’ and ‘Woolwich’ are trademarks and trading names of Barclays Bank PLC. Barclays Business is a trading name of Barclays Bank PLC.


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