Question 3 of 11 about PPI complaints information

How do I make a PPI complaint?

We’ve put in place a simple and fair process for making complaints about a Payment Protection Insurance (PPI) policy you bought from Barclays or Firstplus, or if you had a Secured Barclayloan.

Here we’ll tell you how to register your complaint and how long the process will take. We’ll also provide answers to some common questions about PPI.

On 2 March 2017, the Financial Conduct Authority (FCA) published their final rules and guidance for PPI complaints, which looks at 2 important issues. Firstly, commission following the Supreme Court ruling in the case of Plevin Vs. Paragon Personal Finance Ltd – and secondly, a deadline for making PPI complaints.

The Supreme Court ruling relates to PPI – Unfair Commission. The ruling stated that an unfair relationship between a customer and lender is created when a commission on a PPI product is unfairly high and the customer wasn't told the commission rate. The Financial Conduct Authority (FCA) has defined this as being more than 50% of the cost of the PPI premium. Learn more about PPI – Unfair Commission and find out how to complain.

The deadline for submitting a PPI complaint, or a complaint about PPI – Unfair Commission, is 29 August 2019.

After this date, neither us nor any other bank, company or the Ombudsman service will be able to assess any new complaints.

You can make your complaint online, over the telephone, in writing or in branch.

  • Online

    Using our Online PPI form to submit your PPI complaint is an easy way to submit the form to us. It’ll take around 30 minutes to complete. You can’t save your progress, so you’ll need to complete it in one go.

    You’ll need information about your PPI, including the policy or account number. Find out more on what information you will need to provide.


  • By phone

    Please call us on one of these numbers, and select option 1:

    From a mobile or UK landline: 0800 282 390*

    From abroad:+44 (0)207 116 7488*

    Lines are open 24 hours, every day.

  • By post/In branch