Payment Protection Insurance information

Payment Protection Insurance (PPI)

We apologise that you have or may have to make a complaint about the way your Payment Protection Insurance (PPI) was sold to you. We don’t always get things right for our customers, but when we get them wrong we apologise and put them right.

If you think you have been mis-sold Payment Protection Insurance on a mortgage, loan, overdraft, credit card or store card by any bank or credit card company, our advice is to make the claim yourself. It’s the quickest way to make a complaint about your PPI.

This is what usually happens when you make a complaint about PPI:

1.       We will acknowledge your initial complaint in writing within 5 days of its receipt

2.       We’ll contact you directly within 8 weeks with a decision based on the case information

3.       If we are offering you a refund we’ll then make sure you’re paid within 28 days of your agreement to our offer

Please note there may be exceptions to this timeline depending on the information available to us and the nature of each individual complaint.

Making a complaint
If you have already made a complaint
We are working hard to resolve your complaint as quickly as possible however we are dealing with a large number of PPI enquiries. You do not need to do anything further once you have contacted us to make your complaint. We will be in touch with you directly with an update about your case as it progresses.

Q. What is Payment Protection Insurance (PPI)?
Payment Protection Insurance (PPI) is an optional insurance policy often taken with loans, mortgages, overdrafts, credit cards or store cards that could cover you if you can't meet your repayments due to involuntary unemployment, illness, accident or disability. 

Q. What happens after I’ve made a complaint?
We are working hard to resolve your complaint as quickly as possible; however, we are dealing with a large number of PPI enquiries. You do not need to do anything further once you have contacted us to make your complaint. We will be in touch with you directly with an update about your case as it progresses.

Q. How do I make a new PPI complaint?
If you wish to make a complaint about your PPI, you can do so in several ways. There is no need to use a claims management company to complain – it is easiest to make complaints directly to Barclays.

You can call us on 0845 755 5555 ¹ or write to us at Barclays PPI Dept, Leicester, LE87 2BB. We will ask you to complete a PPI questionnaire form  from the Financial Ombudsman Service. Sending us this form will ensure we have the information needed to process your complaint efficiently and as quickly as possible. 

Q. How long should I expect to wait before I hear about my complaint?
We will be in touch with you directly with an update about your case as it progresses.

1. We will acknowledge your initial complaint in writing within 5 days of its receipt
2. We will then contact you directly within 8 weeks with a decision based on the case information
3. If we are offering you a refund we’ll then make sure that you are paid within 28 days of your agreement to our offer

Please note there may be exceptions to this timeline depending upon the information available to us and the nature of each individual complaint.

Q. Can I still complain if I have cancelled the policy or if my circumstances have changed?
Yes, to make a complaint about PPI, you can do so by calling us on 0845 755 5555 or by writing to us at Barclays PPI Dept, Leicester, LE87 2BB. We will also ask you to complete a PPI questionnaire form  from the Financial Ombudsman Service. If you fill this form in with as much detail as possible prior to making a complaint it will help ensure we have the information needed to process your complaint as efficiently as possible.

Q. I have an existing PPI complaint – how can I get an update?
Customers with existing PPI complaints do not need to do anything at this time. We are working hard to resolve all complaints as soon as possible and will contact you directly at each stage as your complaint is processed.

Q. I have been approached by a claims management company. What should I do?
Our customers can complain to us directly and don’t need to use a claims management company (CMC). A CMC will typically charge an up-front fee or take a proportion of any final payment you may be due. We will assess all complaints sent directly to us in exactly the same way that we treat complaints sent in by a CMC – your complaint is not dealt with differently or any quicker. For independent guidance on how CMCs work visit the Which? website .

Q. My complaint is now with the Financial Ombudsman Service (FOS), what happens now?
We will provide the FOS with all of the information they require regarding your complaint. We will also work with them to ensure as quick a resolution as possible to your case.

Q. I have received my response letter which says that my complaint has been rejected. I don’t agree with the outcome so what can I do now?    
If you are unhappy with the outcome of your complaint, you can ask the Financial Ombudsman Service to review it. You have six months from the date of your response letter to do so. We will have enclosed a copy of a leaflet regarding the FOS with your response letter, which includes details of how to contact them. We will co-operate fully with the Financial Ombudsman Service if you choose to pursue your complaint with them.

We would only review a case again if you feel that you have new or additional information regarding your complaint which you did not include in your original correspondence.

Q. How can I find out more information?
This dedicated PPI page will be updated as more information becomes available. You can get further information on PPI from the Financial Ombudsman Service .