Payment Protection Insurance (PPI) online questionnaire

Making a complaint

We recently wrote to you as we've identified problems with the sale of some PPI policies. This may mean we have mis-sold you PPI. As a result, you may have suffered a financial loss and be entitled to a refund.

What this means for you

If you think we may have mis-sold you PPI or you have been affected by any of the problems identified in the letter we sent you, you should complete our online PPI questionnaire.

Once we have received your completed questionnaire, we will register a complaint and investigate the particular circumstances relating to your PPI sale.

If you have more than one PPI policy with us, you’ll need to complete a questionnaire for each policy you believe may have been mis-sold.

Essential information

You'll need the following pieces of information to complete your questionnaire:

  • Our contact reference – this can be found on the PPI letter we sent you
  • Details about the money you borrowed (eg your loan agreement, credit card number, sort code and account number)
  • Your employment history

If you don't have your policy number to hand, don't worry – we can locate your policy using the other details you provide.

Further information that will assist us

  • Details of how your PPI policy was sold to you
  • What advice (if any) you received about PPI at the time of the sale



About the questionnaire

  • It should take 10–15 minutes to complete each policy claim and you can submit up to 5 claims using 1 questionnaire
  • You can’t save your questionnaire and come back to it later – so please have all your details to hand as you’ll need to complete the questionnaire in one go
  • If you’ve been inactive for 30 minutes, we’ll close the questionnaire to protect your details. Your answers won’t be saved, so you’ll need to start again to submit a claim

Request a hard copy

You can also call us to ask for us to send you a questionnaire in the post.

Call us on 1:

Freephone: 0800 056 6648

UK mobile: 0333 202 1161 2

Overseas: +44 160 452 9416

Post your completed questionnaire to:

Secured Loans
PPI 321 Team
P O Box 9133
LE18 9DG
United Kingdom


Useful links

Financial Ombudsman Service

Barclays PPI

Claims management companies (CMCs)

We review all complaints sent to us directly or received through a third party, eg a solicitor or a claims management company (CMC) in exactly the same way.

Please be aware that you do not need to use a solicitor or a CMC to correspond with us, but if you do they may charge you for their services.

Frequently asked questions

What is payment protection insurance (PPI)?
PPI policies were offered to customers to provide financial protection in the event of accident, sickness, unemployment and death (or any of these individually, depending on the cover you selected).

The cost of the PPI and the range of benefits provided vary according to the type of policy purchased. The terms and conditions of the PPI are set out in your policy agreement which was issued to you at the time of purchase.

How do I know if I have been mis-sold PPI?
In the letter we sent to you recently, we set out the information that we should have provided to you, either orally or in writing, when you purchased the policy and how you may have been affected by the problems we have identified.

If I request a review of my PPI sale, when will it be dealt with?
We aim to resolve all PPI complaints within 8 weeks of receipt.

I have already made a complaint, but I have not heard anything.
If you have already made a complaint then we will be working hard to resolve it as quickly as possible within the 8 week period. 

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

Step What we do Timescale
Acknowledgement Log it on our system before issuing you an acknowledgment letter which will include your unique PPI complaint reference Within 5 working days of receiving your complaint
Investigation Collect all relevant information relating to your complaint before conducting a thorough investigation This could take up to 6 weeks
Final decision

Write to you to explain our final decision in detail and if appropriate, make an offer of compensation.

Any compensation payment will then be made within 28 days of your acceptance.

Within 8 weeks of receiving your complaint

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

How do I get an update on my complaint?
All customers will receive an acknowledgment letter within 5 working days of receiving your complaint and a final decision letter within 8 weeks.

Our questionnaire and privacy policy

The questionnaire asks you for personal and financial details relevant to your relationship with Barclays, Barclaycard or First Plus (each and together 'us', 'we' or 'Barclays'). We shall use the information you provide in order to assess and process your query. We will not use the information to update or override any records that we may currently hold on you. All information collected about you and your account (including details of any partners or dependants) shall be processed by us in accordance with the privacy provisions of your customer agreement. By making the declaration at the end of the questionnaire you consent to our use of your information in the manner described above and, to the extent you have provided information relating to others, you confirm that you have their consent or are otherwise entitled to provide the information to us.

Important information

1. Lines are open Monday to Friday 8am–8pm UK time. To maintain a quality service, we may monitor or record phone calls. Call charges
2. Calls to 03 numbers cost the same as 01/02 prefix calls.