Payment protection insurance (PPI)
Payment protection insurance (PPI) provides cover for the monthly repayments of your card(s) and loan(s) if you become unemployed, have an accident, become ill or die.
M&S Bank (previously trading as M&S Money) stopped selling PPI during 2008. Prior to that time, mortgage payment protection (MPP) was sold.
How to make a claim
Should you have a concern about PPI, we promise to investigate your complaint as swiftly as we can.
If you wish to make a complaint, you don’t need to use a claims management company (CMC). While you can do so, they usually take a fee or percentage of any compensation you are paid.
If you contact us directly we will assess your complaint in exactly the same way that we treat complaints sent in by a CMC and you won’t have to pay them a fee or any percentage of any compensation should that situation arise. For independent guidance on how CMCs work visit the Which? website.
How to contact us
1. By phone
This is the quickest way to start your complaint.
Monday to Friday: 8am–6pm please call 0800 633 5817
Any other time please call 0345 900 0900
2. By post
Download and complete our PPI questionnaire and return it to:
Please provide as much information as possible, as this will enable us process your complaint as efficiently as possible.
What happens next?
On working days 1 – 5 the PPI complaint is received, reviewed and logged.
Days 6 – 20 a letter acknowledging the complaint is sent to you or the 3rd party representing you.
Days 21 – 40 background information regarding the complaint is gathered then a decision is made and sent out.
If the complaint is:
- A letter is sent to inform you of the decision
- The complaint is closed
- An appropriate offer is calculated
- An offer letter is sent to you
- Payment of the offer is made
- The complaint is closed
Frequently asked questions
To help you further, we've listed below some frequently asked questions about PPI.
Which products did you sell PPI on?
M&S Bank (previously trading as M&S Money) stopped selling PPI/Personal Loan Protection (PLP) during 2008. Prior to that time, mortgage payment protection (MPP) was sold, and PPI was available with the following products:
- M&S Credit Card
- M&S Personal Loan
- M&S Car Buying Plan
- M&S Buying Plan
- M&S Chargecard
- M&S Budgetcard
- M&S Personal Reserve
I would like to complain about a PPI policy that was sold to me in the past, what do I need to do?
You can write to us at:
Customer Relations team
In your letter, please provide full details of why you believe you were mis-sold PPI. You may find it helpful to complete and send us the PPI questionnaire.
Sending us this form will ensure we have the information we need to process your complaint efficiently and as quickly as possible.
I cancelled my PPI policy early, can I still make a claim?
Although you may have cancelled your PPI policy early, you can still make a complaint by following the process outlined above.
My circumstances have changed, can I still make a complaint about PPI?
Although your circumstances may have changed, you can still make a complaint by following the process outlined above.
What else do I need to know about the process?
If you need more information you might find it helpful to consult the Financial Ombudsman Service (FOS), which provides an independent source of information. Visit it at www.financial-ombudsman.org.uk.
What can I do if I am dissatisfied with your decision?
After receiving our decision you are dissatisfied with our decision, you have the right to refer your complaint to the Financial Ombudsman Service, free of charge but you must do so within six months of the date of our final decision letter. The Ombudsman is the independent body that looks into disputes between consumers and financial businesses. It looks at what’s happened and gives an independent view on the situation.
You can write to them at the following address:
Financial Ombudsman Service
You can call them on 0800 023 4567. Calls to this number are normally free for people phoning from a ’fixed line‘ phone - but charges may apply if you call from a mobile phone.
Or 0300 123 9123. Calls to this number are charged at the same rate as 01 or 02 numbers.
Alternatively visit www.financial-ombudsman.org.uk for further information.
If you do not refer your complaint within the six month time scale, the Ombudsman would not have our permission to consider your complaint and so will only be able to do so in very limited circumstances. For example, if the Ombudsman believes that the delay was as a result of exceptional circumstances.