Question 11 of 11 about PPI complaints information

What happens after I make my PPI commission complaint?

If you’re entitled to a refund

We’ll write to you and explain how we've worked out the refund amount. In most cases you’ll get the refund within 7 working days of your decision letter, though in some cases this can take up to 28 working days.

The amount you'll get back will vary, based on things like the premiums you paid, the rate of commission, interest paid on your premiums and, where applicable, 8% simple compensatory interest.

If you have an Individual Voluntary Arrangement (IVA) or bankruptcy order and you're due a refund, it may be sent directly to the official receiver or insolvency practitioner. We'll explain this clearly in the letter we send you with our decision, along with details of who'll receive the refund.

If we reject your complaint

We’ll write to you and explain why, and the possible next steps you could take. For example, if your credit agreement wasn’t covered by section 140A of the Consumer Credit Act 1974, we won’t be able to uphold your complaint and you won’t be entitled to a refund.