Payment Protection Insurance

Complaints information

Make a PPI complaint

Here’s where you can check if you’ve ever had PPI on a Barclays product, Firstplus loan, or a Barclaycard, and make a complaint if you think it was mis-sold or if you’re affected by PPI – Unfair Commission.

The deadline for submitting complaints is 29 August 2019.

PPI complaints

You can make a complaint if you’ve ever had a loan, mortgage, credit card or overdraft with Barclays, Barclaycard or Firstplus, and you think you’ve been mis-sold PPI, or have been affected by Unfair Commission in relation to your PPI. If you’re not sure if you’ve had PPI, you can ask us to check.

Making a complaint about PPI or PPI – Unfair Commission won’t affect your relationship with us.

If you’re contacting us on behalf of someone else, eg a friend, relative, or as an executor, please write to us at the address shown in the section ‘Alternatives to the online forms’.

You don't need to use a claims management company (CMC). Please contact us directly – we handle complaints in the same way, within the same timeframe and without charging any fees.

If you have accounts in the Isle of Man, Jersey, Guernsey, Knightsbridge or Gibraltar, please contact your local branch.

What is PPI?

PPI may have been offered to you when you took out a loan, mortgage, overdraft, credit card or store card. It was designed to repay them if you couldn’t do so because of an accident, sickness, involuntary unemployment or your death.

You may have been mis-sold PPI if

It didn't meet your needs
You wouldn't have been able to make a claim on it
You weren’t told about the policy and its terms and conditions, or you felt that you had to take it out

What is PPI – Unfair Commission?

A percentage of what you paid for your PPI premium may have been commission. This would’ve been payable to the bank or broker, rather than the whole amount going towards paying for your insurance.

‘PPI – Unfair Commission’ is where the commission paid was unfair and you weren’t told about this. The Financial Conduct Authority (FCA) has defined unfair commission as being more than 50% of the cost of the PPI premium.

Find out more about PPI – Unfair Commission

The deadline for submitting a new PPI complaint, or a new complaint about PPI – Unfair Commission, is 29 August 2019.

After this date, neither us nor any other bank, company or the Ombudsman service will be able to assess any new complaints.

This deadline is for new complaints only. If we’ve already written to you about making a complaint, the time limits will be in the letter.

Information you’ll need to provide
The PPI complaint form takes around 30 minutes to complete. Your progress won’t be saved so you’ll need to complete it in one go, so it’ll be useful to have the following information to hand

An existing complaint reference number, if you have one

The reference number on the letter, if we’ve written to you explaining you can make a complaint

Any account/card and PPI policy numbers

The start dates of any policies

Information about how your policy was sold, for example on the phone or in branch

Your employment details at the time you took out PPI, including salary and whether your employer provided any level of pay if you were unable to work

Details of any savings or other insurance you had when you took out your policy

What you took out your loan/credit card for – if it was to pay off other loans, please tell us the amounts you paid off

Don’t worry if you don’t have all these details, you can still complete the online form. We might need to contact you if we have any questions or if we need more information. If you remember something after you've submitted the form, or find a document that you think will help us investigate and make a decision about your complaint, please get in touch as soon as possible.

If you post more information to us, please make sure you provide your complaint reference number, if you have one, or a covering letter with your details. This will help us find your complaint quickly.
What happens after I submit the form?
PPI and PPI – Unfair Commission complaints

Acknowledgement – within 5 working days of your complaint reaching us

We’ll acknowledge your complaint in writing – please allow plenty of time for the letter to arrive. We’ll give you a personal reference number, which you should use if you need to contact us about your complaint.

Review – this can take up to 6 weeks, though it’s often sooner

We’ll use all the information available to us to conduct a thorough investigation into how PPI was sold to you, and whether you were affected by PPI – Unfair Commission. 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. Please provide as many contact details as you can (phone, mobile, email) so we can resolve your complaint as quickly as possible.

Response – within 8 weeks

We’re obliged to give you a decision on your complaint within 8 weeks, though in some cases it could take longer. Please allow plenty of time for the letter to reach you. We’ll contact you to let you know if our decision's been delayed.

Keeping you updated

We'll keep you updated about your complaint by text messages or letter. If you find any additional information that’ll help us resolve your complaint, please call us on 0800 282 390 (+44 207 116 7488 from abroad)¹ and select option 2. For Barclaycard, call us on 0800 015 4210 (+44 1604 230 230 from abroad)¹.

If you’re entitled to a refund

If you’re unhappy with the outcome of your complaint

PPI checks

We'll check if you’ve ever had any products with us that had PPI. If you have, we'll write to you and explain how to complain if you want to. We'll let you know

What products you've had, or still have, with us that included PPI

Account details of the associated PPI policy

What you need to do next

We'll write to you within 6 working days of getting your PPI check request – please allow plenty of time for the letter to arrive. If you haven't heard from us within about 14 days, we recommend you submit your PPI check again.

Alternatives to the online forms

If you’d prefer not to use our online forms, you can call us at any time or write to us.

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Payment Protection Insurance

PPI complaints

Making a PPI complaint

Requesting a PPI check

Making a complaint about PPI – Unfair Commission

What is PPI?

What is PPI – Unfair Commission?

Information you’ll need to provide

What happens after I submit the form?

Alternatives to the online forms

PPI complaints

PPI checks

PPI – Unfair Commission complaints

Important information