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Payment Protection Insurance

Complaints information

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

The deadline for submitting complaints is 29 August 2019.

PPI complaints

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. Making a complaint about PPI or PPI commission won’t affect your relationship with us, and will have no impact on your credit history or your ability to get financial products from us in the future.

We have accessibility and disability support if you need it.

If you are unsure whether you had a PPI policy, you can contact us to check. If your check comes back positive and you wish to make a complaint about its sale, you can then move to complain. You must allow 8 weeks (40 business days) for your PPI check to be completed before making a complaint ahead of the deadline.

We are responsible for investigating PPI complaints for the following brands and store cards

Credit cards and store cards

  • Argos MasterCard (SHOP MasterCard)
  • Barclaycard
  • BHS MasterCard (BHS Rewards)
  • Buy and Fly/Landaround Card
  • Caravan Club Card
  • CSMA (Civil Service Motoring Association) Card
  • Egg (Inc. Boots) *Only applicable to Egg credit cards that were active after 7 November 2011
  • Goldfish
  • Hilton Honours
  • i24 Card
  • IHG (Priority Club Rewards card)
  • Leeds Building Society Credit Card
  • Littlewoods (Solution Finance)
  • Liverpool Victoria/Frizzel Credit Card
  • Morgan Stanley
  • Thomas Cook Credit Card (Thomas Cook Travel Pound Reward Scheme)
  • Woolwich

Loans

  • Barclays
  • Barclaycard
  • Fair & Square
  • FirstPlus
  • Littlewoods (Solution Finance)
  • Sanclare
  • Woolwich

Mortgages

  • Barclays
  • FirstPlus
  • Standard Life
    *Only applicable to Standard Life Mortgages taken before October 2004
  • Woolwich

Overdrafts

  • Barclays
  • Woolwich
*

Making a PPI complaint

If you think you may have been mis-sold PPI, you can make a complaint.

  • Do it online – the form takes around 30 minutes to complete
  • Give us as much information as possible about your policy and how it was sold to you (see below for more details)
  • We’ll acknowledge your complaint within 5 working days and aim to give you a decision within 8 weeks
PPI complaint
*

Requesting a PPI check

If you’re not sure if you’ve had PPI, you can ask us to check.

  • Use our online PPI check request form – it only takes 5 minutes
  • We have 2 forms – but you’ll only need to complete the one that’s relevant to you, depending on what product you had
  • We’ll aim to write to you within 6 working days, telling you the outcome of the check and next steps. In some cases, this can take up to 15 working days
PPI check
*

Making a complaint about PPI commission

If you think you might be affected by PPI commission (see below for details), you can make a complaint.

  • Do it online – it only takes 5 minutes
  • If you’ve never made a complaint to us about PPI, please do so first
  • If you’re not sure if you’ve made a complaint, please contact us

If you’ve already made a complaint about being mis-sold PPI, we’ll look to see if you were also affected by PPI commission. We’ll write to you if you were and let you know what to do next.

Commission complaint

Don’t be caught out by PPI refund scams

If you’re contacted out of the blue and told you’re owed a refund for mis-sold PPI but then asked to make a payment to release the money, this is a scam. The FCA has more details about PPI scams – how to spot them and what to do if you’re approached by scammers.

Before you start

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’, below.

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

If you have accounts with Barclays Partner Finance, please visit our site.

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 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.

You may be affected by PPI commission if

  • You weren’t told about commission
  • The commission paid was more than 50% of your premium
  • Your credit agreement was covered by section 140A of the Consumer Credit Act 1974

We’ve explained more about commission on PPI products in our FAQs.

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

After this date, neither us nor any other bank or company 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 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. As a minimum, you’ll need to include

    • Your full name
    • Your date of birth
    • Your phone number
    • Your current address

    The following information will also help us to investigate your complaint, if you have it

    • 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? What happens after I submit the form?

    PPI and PPI commission complaints

    1. 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.

    2. 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 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.

    3. 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.

    4. What to do if you aren’t happy with your final response

      If you aren’t happy with our final response, or haven’t received a final response within eight weeks, you can complain to the Financial Ombudsman Service about this.

      You’ll still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if
    • You complained to us on or before 29 August 2019
    • We gave our final response on or after the 29 August 2019

      You’ll need to submit your complaint within six months of receiving our final response.

    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.

  • Helpful links Helpful links

    Financial Conduct Authority (FCA) – the FCA regulates the financial sector and can help you understand PPI. It also has details on potential PPI refund scams 

    Financial Ombudsman Service (FOS) – the FOS can help settle disputes between customers and financial businesses.

    These sites can give you more info on PPI, the deadline, making a complaint and Unfair Commission.

    Money Advice Service (MAS)

    Citizens Advice Bureau (CAB)

    Financial Services Compensation Scheme (FSCS)

    European Commission (EC)

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.

PPI complaints

Barclays
0800 282 390 2 option 1
+44 20 7116 7488 from abroad

Barclaycard
0800 015 4210 2
+44 1604 230230 from abroad

Print and complete the PPI complaint form and post to
FREEPOST Barclays PPI Complaints
or take it to a Barclays branch

PPI complaint form

PPI checks

Barclays
0800 282 390 2 option 3
+44 20 7116 7488 from abroad

Barclaycard
0800 151 0900 2

Print and complete the PPI check form and post to
FREEPOST Barclays PPI Complaints
or take it to a Barclays branch

PPI check form

PPI commission complaints

Barclays
0800 282 390 2 option 1
+44 20 7116 7488 from abroad

Barclaycard
0800 015 4210 2
+44 1604 230230 from abroad

Print and complete the PPI commission complaint form and post to
FREEPOST Barclays PPI Complaints
or take it to a Barclays branch

PPI commission form

Making a claim on an active PPI policy

If you still have a PPI policy, you can make a claim if you’re unable to work because of accident, sickness or involuntary unemployment. 

How to make a claim