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PPI Complaints

Payment Protection Insurance complaints guide

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PPI deadline Open in new window

Brands we can check Open in new window

How to complain Open in new window

Accessibility Open in new window

Common questions Open in new window

Accepting our offer Open in new window

Latest update

As the coronavirus outbreak continues, we all face the difficult challenge of responding to the impact it is having on our lives. We are here to support you through these uncertain times.

If you have received an offer from us in settlement of your Payment Protection Insurance (PPI) complaint, you can arrange for payment to be made electronically to an account of your choosing using our quick and simple online form.

Please note that although we will endeavour to make payment to this account, in certain circumstances we may need to make payment by another method (such as by cheque).

If you have already accepted your offer and have received a cheque from us please note that you will have six months from the date on the cheque to pay this into a bank account.

We understand that you may not be able to go out to pay this into your account at the moment. If so, we may be able to arrange alternative payment methods. Please contact us directly on 0800 015 0319 and we will be happy to discuss this further.

For more information about this and other useful guidance, please visit our coronavirus (COVID-19) support page.

The PPI complaints deadline has passed

The FCA set a deadline of 29 August 2019 for PPI complaints.

Generally, if you didn’t make a complaint on or before 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.

However, you may be able to complain after the deadline if there is a significant reason or exceptional circumstance as to why you couldn’t complain before this date.

For further information regarding exceptional circumstances, the Financial Ombudsman Service has more on this on their website.

Please be assured that making a complaint will not affect your relationship with the bank, and will have no impact on your credit history or your ability to get financial products now or in the future.

What brands can we check PPI on?

We are responsible for checking if you had PPI and for investigating complaints for:

NatWest
National Provincial

Still can't find your brand?

Within the NatWest Group, PPI was also sold by Royal Bank of Scotland and Ulster Bank. If you think you may have been sold PPI by one of these companies, visit their PPI page.

Royal Bank of Scotland plc - PPI Complaints - Additional Information

Ulster Bank Northern Ireland plc - PPI Complaints - Additional Information

Still can't find your provider? Why not check the FCA's website, which provides helpful links to other firms.

If you are unable to locate your brand in our online forms, please leave the section blank or select "other".

Living abroad?

If you are living abroad and wish to complete a PPI complaint form, please see our FAQs for further important information.

How to complain

Online

PPI Exceptional Circumstances and Rejected Insurance Claim Complaints

Generally, if you didn’t make a complaint to your provider on or before 29 August 2019, you can no longer claim money back for PPI.

However, you may be able to complain after the deadline if:

There is a significant reason or exceptional circumstance as to why you couldn’t complain within the time limit, or:
You are now unhappy with the sale of PPI as a result of an insurance claim on the policy being rejected

For further information, the Financial Ombudsman Service has more on this on their website.

If your complaint about the sale of the policy is in regards to a rejected insurance claim or you feel you have a significant reason or exceptional circumstance as to why you couldn’t complain prior to this deadline, there are complaint forms you can use.

The forms can be located via our general complaint form

The forms will ask you for the following details:

Your full name
Your date of birth
Your phone number
Your current address
Additional, but non-essential, information about your policy and circumstances at the time you bought PPI

We may seek additional information from you once we have reviewed your initial complaint.

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Complain by post or phone

A complaint can be raised by post or phone via our complaints contact page

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Accepting our offer

If you have received an offer from us that you wish to accept, or you have already accepted an offer from us and have been asked to provide bank details, you can do so by completing our quick and easy online form.

This form requires some personal details to help us to verify your identity, ensure payment is made to your preferred account and so that we can let you know when it has been made. It’s important you complete this accurately and in full so that we can pay you as quickly as possible. The form should take no longer than 5 minutes to complete and will ask you for the following:

Our reference (this can be found at the top of your letter)
Your full name, date of birth and telephone number
Your current address
The offer amount quoted in the letter. Important: if no amount has been quoted in your letter please leave this field blank
The details of an account you would like the payment to be made to
Please note: for joint policies, a separate form should be completed for each named party
Confirmation that you accept the offer

If you experience any problems or issues with the form, please call us on 0800 015 0319.

Online form Open in new window

Alternatively you can complete the paper form that is enclosed with the letter containing your offer and send it back in the pre-paid envelope to us at:

PPI Team
NatWest Holdings Limited
5th Floor
1 Hardman Boulevard
Manchester
M3 3AQ

Do you have any accessibility needs?

If you are making a complaint, we want to ensure we make this process as easy as possible for you and so if you have specific needs such as large print, braille or translation services, then please let us know.

Improving accessibility for our customers

Please be assured that neither your relationship with the bank or your credit score will be affected by complaining about PPI.

Translation Services

We offer comprehensive translation services in conjunction with our language partner, thebigword. We can provide translation into over 250 languages, ensuring your PPI claim is processed accurately and without delay. We have a dedicated team of linguists and account managers on hand, utilising the latest secure technology to support you with your enquiry/complaint.

Telephone Interpreting

Should you require immediate support, we work with thebigword to provide telephone interpreting, which is available around the clock, every day of the year. To ensure your enquiry/complaint is dealt with effectively, we can connect you with a native speaker to discuss your PPI claim in your own language in a matter of minutes.

If you have any questions about these services, please contact 0800 015 0319, and we will be happy to help.

Visual Adjustments

If the text on our website is too large or too small, we have a step-by-step guide on how to adjust this according to your needs.

How to adjust the text size on our site

Coronavirus

As the coronavirus outbreak continues, we all face the difficult challenge of responding to the impact it is having on our lives. We are here to support you through these uncertain times.

For more information about this and other useful guidance, please visit our coronavirus (COVID-19) support page.

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

If you still aren’t satisfied after contacting us about your issue, you can complain to the Financial Ombudsman Service.

You can still 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 you our final response on or after the 29 August 2019

You will need to submit your complaint within 6 months of receiving your final response.

Questions about making PPI complaints

What are PPI Commission complaints?

There are two types of PPI related complaint:

Mis-sale complaints - A complaint about the mis-sale of the PPI policy
Commission only (Plevin) complaints - A complaint in relation to undisclosed commission on the PPI policy

What happens when I make a complaint?

We are committed to investigating your complaint fully and fairly and each complaint is dealt with in the same way. The following steps are taken to ensure that all complaints are dealt with fully and fairly.

Acknowledgement

Once your complaint has been registered on our systems we will issue you an acknowledgement letter which will provide you with your unique PPI complaint reference.

Investigation

We collect all relevant information relating to your complaint before conducting a thorough investigation. During this time we may contact you to gather any further information to assist us with investigating your complaint fully.

Final decision

Once a final decision has been made regarding your complaint, we will notify you in writing.

If I'm due compensation, how will I receive it?

Payment may be processed in one of the following ways:

By electronic payment into a bank account of your choosing (where possible)
By credit to your NatWest bank account
By cheque
For credit card complaints, directly to your credit card if the account is still open and has a debit balance

Can I complain on somebody's behalf?

Yes, all you will need to do is provide a letter authorising you to act for them. This is known as a Letter of Authority (LOA). Alternatively, if you hold Power of Attorney for them or act as an executor you can provide the relevant certified documents.

I now live overseas - How can I make a PPI complaint?

We have online forms which you can use to complaint about PPI mis-sale and to complain about PPI Commission.

For customer’s who no longer live in the UK or Channel Islands, when completing your form, please enter the following in the post code field:

A1 1AA

Who can make a PPI complaint?

Generally, if you didn’t make a complaint on or before 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service. However, you may be able to complain after the deadline if:

There is a significant reason or exceptional circumstance as to why you couldn’t complain before this date, or
You have tried to use Payment Protection Insurance, and your insurance claim has been rejected in the last 3 years

General questions about PPI complaints

I have an old credit card from before 2001 which may have had PPI - can I still make a complaint?

If your credit card and/or related PPI policy closed prior to August 2001, it is likely that the bank will not be able to locate any details of PPI premiums you may have paid. This is because the bank has limitation on the data it holds in relation to historic credit cards. Therefore, if you are able to provide statements from this time, this will assist the bank in identifying any policies held and/or premiums you may have paid.

Please see the "How to complain" section on this page.

How is my data used? (GDPR)

We may request information about you from third parties to help verify your identity to comply with laws that apply to us. This request will not affect your ability to obtain credit in the future. You have certain legal rights to control what we do with your information and we may need to use third parties to verify your details.

To find out more about how we use your information, please see our full privacy policy.

What steps can I take to avoid PPI refund scams?

We're aware some of our customers are contacted by fraudsters who make promises around PPI payments, but also look to gather personal and payment details, which are then mis-used.

Always make sure you are aware of who it is you are talking to and be careful with what information you provide.

I'm concerned that financial difficulty will impact my PPI complaint

We deal with all complaints in the same way, regardless of your financial situation. Any compensation we have offered in relation to your complaint may be affected. For example, if you have any debts outstanding on the account or are/have been subject to an Individual Voluntary Arrangement (IVA), Protected Trust Deed, Bankruptcy or Sequestration, the refund is likely to be offset against the debt and/or paid to your insolvency practitioner. Please let us and your insolvency practitioner know when making a complaint.

Please be assured that neither your relationship with the bank or your credit score will be affected by complaining about PPI.

Where can I find further information about PPI?

If you require any further information about PPI or making a PPI complaint, more information can be found on the following sites:
The Financial Conduct Authority
The Financial Conduct Authority (FCA) regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but they cannot give you advice about your individual circumstances or complaint.
The Financial Ombudsman
The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI.

If you aren’t happy with the final response, including if your complaint is rejected,or you do not hear back within 8 weeks, please contact us for more information. If you still aren’t satisfied after contacting us about your issue, you can complain to the Financial Ombudsman Service.
Financial Services Compensation Scheme
Money Helper
Citizens Advice

Information about Claims Management Companies (CMCs)

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.

Find out more about CMCs Open in new window