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Payment Protection Insurance (PPI)

On 2 March 2017, the Financial Conduct Authority (FCA) announced new rules and guidance about handling PPI complaints.

The FCA has said the cut-off date for making a PPI claim is 29 August 2019.

We are currently reviewing the new guidance, and will be working closely with the FCA to implement its updated rules and guidance on handling complaints by 29 August this year. In the meantime, you can continue to submit your complaints over the telephone, in writing or in your local branch.

What is PPI?

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/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

How to complain about PPI

We're sorry that you have a concern about PPI and we promise to do our best to investigate your complaint as swiftly as we can. In any event, we'll be in touch within eight weeks.

If you've already made a complaint, there's no need to do anything further, unless we advise you otherwise. We'll review your complaint as soon as possible and then write to you confirming the outcome of our investigation.

You can tell us about your complaint in the following ways:

  1. By post

    Download and complete our PPI questionnaire and return it to:

    PO Box 3843
    Kings Meadow
    CH1 9EU

  2. By phone

    Monday to Friday, 8am–6pm, please call 0800 633 5817

    At any other time, please call 0345 900 0900

  3. Via our online form:

    Using our online PPI form to submit your PPI complaint is an easy and convenient way to submit the form to us.

    The form takes around 30 minutes to complete. You'll need to make sure you have plenty of time to complete it, as you can't save your progress.

    Before you start, you'll need to have information about your PPI, including the policy or account number, to hand.

Please be aware your information will only be used for the purpose of your PPI claim. If you wish to know more about how your information may be used, please look at the Privacy Notice.

Our PPI complaint process

Step 1 PPI complaint received, reviewed and logged onto our systems
Step 2 We'll acknowledge your complaint by letter – if you have raised a complaint via a Claims Management Company (CMC), this letter will be sent directly to them
Step 3 We'll gather all the background information regarding your complaint (this may include a phone call to you if we need any further information about the sale of your PPI)
Step 4 A decision will be made based on all of the evidence
Step 5 If your complaint is rejected:

1.   A letter will be sent to inform you of our decision

2.   The complaint will be closed

If your complaint is upheld:

1.   An appropriate offer will be calculated

2.   An offer letter will be sent to you

3.   Payment of the offer will be made

4.   The complaint will be closed


What information do I need to provide?

A Claims Management Company has offered to handle my complaint for me. What should I do?

I cancelled my policy early, can I still make a complaint about PPI?

Will complaining about PPI affect my relationship with M&S Bank?

My circumstances have changed, can I still make a complaint about PPI?

I don't know if I had PPI, how can I find out?

How long will I have to wait before I receive a response?

What can I do if I'm dissatisfied with your decision?

Are my savings safe?

Your M&S Bank savings are covered by the Financial Services Compensation Scheme, up to the current limit.

Answers to your savings questions

Debt worries?

If you have an M&S Credit Card or M&S Loan and you're concerned about your financial situation, please call us on 0345 900 0900.

Victim of card fraud?

If you spot suspicious activity on your card account, call us immediately on
0345 900 0900.

Ask Hannah

Have a question about M&S Bank's products and services? Just ask Hannah, our online virtual assistant.