PPI information

In compliance with the FCA policy on managing PPI, we may have contacted you if you took out PPI post 2005 and haven’t raised a complaint.

In line with the FCA policy on managing Payment Protection Insurance (PPI),  we’ve tried to contact second charge loan customers who took out a loan through Firstplus Financial Group PLC or Barclays Bank PLC along with a PPI policy after 2005. 

If you’re one of these customers, and haven’t raised a complaint in regards to PPI, we’ll have sent you a letter about what you should have been made aware of when you purchased your policy. If you’d like us to review the circumstances of your purchase, you’ll find the steps you need to take detailed in your letter.

Why are you contacting customers?

We’re writing to our second charge loan customers who have taken out a loan through Firstplus Financial Group PLC or Barclays Bank PLC, as we have identified some instances where customers may not have been made fully aware of the details relating to their policy before the PPI sale was completed. In our letter we are reminding customers of some of the information relating to their policy, which they should have been made aware of when they purchased their PPI policy. If customers consider that they would not have purchased the PPI policy had this information been drawn to their attention, they should ask us to review their sale so we can investigate if the policy was suitable for their needs at the time of sale.

What if I have questions about my PPI?

If we sent you a letter but you still have questions, fill in the Barclays PPI questionnaire enclosed with your letter. Then, post it in the prepaid envelope along with any supporting documents. We’ll  review your sale to see if the policy you took out was suitable for your needs.

If you’d like us to explain anything that was mentioned in the letter, call our dedicated team from 8am to 6pm Monday to Friday and 9am to 1pm Saturday on 0845 002 1148 1

Why have you sent me a Barclays PPI questionnaire?

We designed the Barclays PPI questionnaire to help you remember what happened when you took out your PPI policy. It also gives us the information we need to review the circumstances of your sale.

Does this mean I was mis-sold PPI?

Not necessarily. If we sent you a letter about PPI, it doesn’t mean it was mis-sold to you. This depends on your individual circumstances. Some customers may not have been made fully aware of all of the details relating to their policy before being sold PPI. 

If you’re unsure or have questions, simply fill in the Barclays PPI questionnaire enclosed with your letter. Then, post it in the prepaid envelope along with any supporting documents. We’ll review your sale to understand if the policy you took out was suitable for your needs.

If you review my sale, will I get a refund?

If you ask us to review your sale, we’ll carry out a full investigation to determine whether the policy was suitable for your needs at the time. This will involve reviewing documents that were provided to you, listening to the recording of the phone call through which the sale was made if available, and may require additional contact with you to verify information.

We’ll make sure you aren’t disadvantaged – this may involve giving you a refund.

Will responding to this letter have a negative impact on my current loan?

No, please be assured that responding to this letter won’t have a negative impact on your current loan. If our review finds that the policy wasn’t suitable for your needs at the time of sale, we’ll contact you. This may result in amending your loan agreement. We won’t make any changes to the terms and conditions of your loan without contacting you first.

Will responding to this letter affect whether or not I get a loan in the future?

No, responding to this letter won’t affect whether or not we lend to you in the future. Your loan application will be considered in line with the lending criteria in place at the time.

Does this mean other PPI policies were mis-sold to me?

No, not necessarily. It depends on the individual circumstances of each sale. If you have any concerns relating to your other PPI policies, you should contact the company who sold them to you.

Am I entitled to a PPI refund relating to my other Barclays products?

If you have any concerns relating to your other Barclays PPI policies, please let us know.

If you are a Retail Banking customer, please call us on 0345 734 5345 2 or write to us at Barclays PPI Dept, Leicester, LE87 2BB or read more information about PPI .

If you are a Barclaycard customer, please call us on 0844 811 9111 2 or write to us at Barclays PPI Dept, Leicester, LE87 2BB or go to the Barclaycard website .

What if I was sold PPI but didn’t get a letter?

If you have a second charge loan PPI policy, purchased via Firstplus Financial Group PLC or Barclays Bank PLC, and haven’t heard from us, please let us know. 

You can also contact our dedicated team if you have any concerns relating to your other Barclays PPI policies.

If you are a Retail Banking customer, please call us on 0345 734 5345 2  or write to us at Barclays PPI Dept, Leicester, LE87 2BB or read more information about PPI .

If you are a Barclaycard customer, please call us on 0844 811 9111 2  or write to us at Barclays PPI Dept, Leicester, LE87 2BB or go to the Barclaycard website .

How will I know if you’ve received my Barclays PPI questionnaire?

We’ll send you an acknowledgement letter within 5 working days of receiving your Barclays PPI questionnaire.

If you sent it to us more than 10 days ago, please contact us on 0845 002 1148 3 from 8am to 6pm Monday to Friday and 9am to 1pm Saturday to ensure we have received it.

If you received an acknowledgment letter, please be assured that we’re doing everything we can to complete the review of your sale as quickly as possible. We’ll be undertaking a very thorough investigation of your sale, which can take up to 8 weeks. Once we have completed our investigation we’ll write to you to let you know our findings.

Should I use a Claims Management Company?

A Claims Management Company (CMC) may charge you for their services. We investigate and assess all sales where requests for review have been sent directly to us in exactly the same way as those received via a CMC – your request won’t be dealt with differently or any quicker by using a CMC.

How do I return my Barclays PPI questionnaire?

You can return your Barclays PPI questionnaire using the prepaid envelope included with your letter.  If you’ve lost the envelope, you can call our dedicated team on 0845 002 1148 3 for a replacement. Otherwise, you can use your own envelope and post it to: UKSL Block D, PO Box 281, Liverpool, L69 8EJ.