Payment Protection Insurance information

The best way to make a claim is to do it yourself. 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.

We would strongly advise you to avoid using a claims handling firm – they are unlikely to make the process any quicker or to make any difference to the success of your claim, and they could charge you a substantial portion – perhaps as much as 25% – of any money you are due.

What is happening now?

For PPI complaints received since 21 April 2011 and up until 1 October 2011, the FSA and the FOS have agreed to a waiver, or temporary extension, to the handling times for Barclays. The waiver is a temporary relaxation of the time limits within which Barclays is required to provide you a final response to your complaint.

We would normally be required to respond to a complaint within 8 weeks but, given the large number of PPI complaints and to help Barclays and the FOS manage the volume of PPI complaints, this deadline has been temporarily extended as follows:

• For all PPI complaints received between 21 April and 31 July 2011, we will work to a 16-week resolution period
• For complaints received between 1 August and 1 October 2011, we will work to a 12-week resolution period
• All new PPI complaints received after 1 October 2011 will fall within the standard 8-week resolution period

NB – For the avoidance of doubt, the FSA has published a generic timetable for the industry, although each individual bank has specific dates agreed within this timetable that it must meet.

This waiver does not change our obligation to deal with all our customers fairly and as quickly as possible, and it will not affect the outcome of your complaint. Whilst there are the maximum timescales agreed by the FSA, we will be aiming to resolve all complaints as quickly as possible.

Read the waiver 110 KB

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 in addition to our normal customer service activity and our call centres are currently experiencing higher than usual call volumes.

Please be aware that if you contact us by telephone to check progress of your PPI complaint we will not be able to give you any further information about your complaint. Please be assured that we are on track to respond to your complaint, in writing, within the timescales we have previously advised.
 

If you wish to make a 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. Claims management companies usually take a fee or percentage of any compensation you are paid; however, your complaint is not dealt with differently or any more quickly.

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?

If your complaint was received on or after 21 April 2011, we will be processing your complaint as soon as possible and aiming to have this resolved within the temporarily extended handling times agreed with the FSA and the FOS for Barclays PPI complaints.

You will hear from us when we are in a position to offer a resolution and receive updates on the progress of your complaint in line with FSA requirements. 

Q. Why have you applied for a waiver?

The waiver has been agreed with the FSA and FOS because of the large volume of PPI complaints, allowing a more reasonable amount of time to resolve these. We have made a commitment to resolve complaints as quickly as possible and we are aiming to resolve them within the temporarily extended timelines. 

Q. How does the waiver affect me?

If you submitted a PPI complaint on or after 21 April 2011, we have a temporary extension to the normal handling times for your complaint.

• For all PPI complaints received between 21 April and 31 July 2011, we will work to a 16-week resolution period
• For complaints received between 1 August and 1 October 2011, we will work to a 12-week resolution period
• All new PPI complaints received after 1 October 2011 will fall within the standard 8-week resolution period 

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 to resolve them within the temporarily extended timelines.

Q. What if my complaint was put on hold prior to the judicial review?

We have contacted all our customers whose complaints were put on hold during the judicial review proceedings with an offer to settle their complaint as a gesture of goodwill.

Q. Can I make a new PPI complaint?

Yes, 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. 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 financial redress. 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 more quickly.

Q. Will Barclays be reassessing all previously rejected complaints?

We have not yet finalised our approach for previously rejected complaints. However we will be taking appropriate action if we identify issues, in line with our regulatory obligations.

Q. What was the judicial review?

In October 2010, the British Bankers’ Association (BBA) filed for a judicial review against the Financial Services Authority (FSA) and Financial Ombudsman Service (FOS) on the matter of handling Payment Protection Insurance (PPI) complaints.

The principle of the judicial review was about the ability of the FSA and FOS to apply new standards to old sales. The BBA believed the FSA was effectively creating a precedent that permitted it to apply new rules to previous sales – even where those sales were regulated by other FSA rules.

Q. What was the outcome of the judicial review?
On 20 April 2011, the High Court announced that it had dismissed the BBA judicial review challenge of PPI complaint handling. The Court dismissed the judicial review challenge in its entirety.

Barclays announced on 9 May 2011 that it would not appeal the outcome of the judicial review on the matter of handling PPI complaints. The BBA later confirmed that it did not intend to appeal the ruling.

Read the waiver 110 KB

Q. Why has Barclays made a provision of £1bn?

The £1bn provision is the total cost we have calculated that should cover the expected cost of complying with the new FSA policy statement and dealing with these complaints.

Q. How can I find out more information?

We’ve set up this dedicated website for customers who would like more information about the PPI judicial review and complaint handling. The site will be updated as more information becomes available. The Financial Ombudsman Service (FOS) also provides an independent source of information.