Payment Protection Insurance (PPI)

How to make a claim

If you’d like to make a claim about a Payment Protection Insurance (PPI) policy you bought from Barclays, then we want to make the process simple, fast and fair. The following information tells you how to register your claim, how long the process will take and provides answers to some common questions about PPI. For credit card claims, please visit Barclaycard

Online

The quickest way to get your questionnaire to us is to fill it in online.

You can’t save the questionnaire so you’ll need to complete it in a single session.

By post/in branch

Download and print the PPI questionnaire PDF 370 KB 1

You’ll also need to print the extra information 270 KB form to tell us about more than 1 policy.

Take your completed documents to a branch, or post to:

Barclays PPI Dept
Leicester
LE87 2BB
UK

If you need help completing the questionnaire, see the guidance notes 70 KB .

By phone

UK Freephone
0800 282 390

UK mobile
0333 200 2196

Overseas
+44 (0)20 7116 7488

Lines are open Monday to Friday, 8am to 8pm.

What happens next?

  • We’ll acknowledge your claim within 5 working days of it reaching us and give you a case reference number that will allow you to track your claim’s progress
  • Then we’ll conduct a review of how PPI was sold to you using all the information available to us. We might need to contact you if we have a question about the information you’ve given us or we need more information from you to complete our review
  • We’ll contact you within eight weeks with our decision or a reason why a decision has been delayed
  • If you’re due a refund it’ll be sent within 28 days of our decision
  • If you’re not satisfied with our decision you then have the right to refer your claim to the Financial Ombudsman Service (FOS) for an independent review. You must refer to them within 6 months from the date of your decision letter. We will enclose a leaflet with your final decision letter which provides more information on this

Top FAQs

What is Payment Protection Insurance (PPI)?

PPI is an insurance product that enables you to insure repayment of loans, mortgages, overdrafts, credit cards and store cards to protect against accident, sickness, involuntary unemployment or loss of life.

How do I make a new PPI claim?

The quickest way to submit your PPI claim is by using completing our online PPI questionnaire .

Or you can print out and complete a PDF version of the  questionnaire 370 KB , and the  extra information form 270 KB  if you’re claiming for more than 1 policy.

You can take your completed documents to a branch or send them by post to Barclays PPI Debt, Leicester, LE87 2BB.

If you need help completing the questionnaire, see the  guidance notes 70 KB .

To submit a claim over the phone, call us on 0800 282 390 2 (+44 207 116 7488 if you’re overseas). Lines are open Monday to Friday, 8am to 8pm.

What happens after I've made a claim?

We’ll acknowledge your claim in writing within 5 working days of its receipt and give you a case reference number. We’ll then contact you within eight weeks with our decision. If you’re due a refund it’ll be sent within 28 days of our decision. You can review the progress of your PPI claim online using Barclays Track It. Log in at Barclays Track It and select ‘PPI complaint’ from the dropdown menu. Then enter your case reference and home postcode. The colour coded tracker makes it easy for you to see how your claim is progressing at any time.

Can I claim if I've cancelled the policy?

Yes – we’ll investigate all claims for PPI including current and closed policies. Please use the online questionnaire, pdf, word document or call us on 0800 282 390 2.

I have an existing PPI claim – how can I get an update?

You can review the progress of your PPI claim online using Barclays Track It. Log in at Barclays Track It  and select ‘PPI complaint’ from the dropdown menu. Then enter your case reference and home post code. The colour coded tracker makes it easy for you to see how your case is progressing at any time. If you have lost your case reference number please call us on 0800 056 3485 2to discuss the progress of your claim.

Should I use a claims management company (CMC) for my PPI claim?

CMCs may charge an up-front fee or take a proportion of any payment you may be due. Claims are dealt with in exactly the same way whether they are made by a customer or CMC. They will not be dealt with any quicker by using a CMC. For independent guidance on how CMCs work, visit the Which? website . To make a claim directly to us, please see ’How do I make a new PPI claim’.

You’ve rejected my claim – can I appeal?

You can ask the Financial Ombudsman Service (FOS) to review your claim. You have six months to do this from the date on the letter we sent you with our decision to do this. We’ll send you a leaflet with this letter that tells you about the FOS and how to contact them about your claim. You can see more information about them on the  FOS website  We will co-operate fully with the FOS if you pursue your claim with them.

How will the Financial Ombudsman Service (FOS) review my claim?

We’ll provide the FOS with all of the information they require about your claim . We’ll also work with them to ensure a quick resolution to your case although you’ll need to contact the FOS directly if you have any further queries.

Can I submit more details to support a claim I’ve already submitted?

If you’ve remembered some details or found a document that you think will help us resolve your case, get in touch as soon as possible and we’ll ensure the new information is considered in our review. You can call us on 0800 056 3485 2 and lines are open Monday to Friday, 8am to 8pm. If you're overseas please call +44 207 116 7488. You can also write to us at Retail Banking Customer Relations, Leicester, LE87 2BB, UK.

Important information
1. To view PDF files, you will need a PDF file viewer installed on your computer.
 
2. To maintain a quality service, we may monitor and record phone calls. Call charges