Payment protection insurance

The PPI complaints deadline of 29 August 2019 has now passed

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

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

After you’ve complained about PPI / Complaints made on or before 29 August 2019

If you complained to us about the sale of PPI on or before 29 August 2019, we will firstly acknowledge that we have received your complaint.

Please note that in the run up to the deadline we have received extraordinarily high volumes of PPI enquiries and complaints. As such, there may be a delay in your final response being received which may stretch well beyond 24 weeks.

Within 8 weeks of M&S Bank receiving your complaint, you should also either receive a final response, or a communication outlining when you can expect a final response.

What to do if you’re unhappy with your final response

If you aren’t happy with the final response, including if your complaint is rejected, or you do not hear back, you should speak to us directly.

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

Deadline for complaints to the Financial Ombudsman Service

If you received a final response letter and wish to complain to the Financial Ombudsman Service, you must refer your complaint to the Financial Ombudsman Service within 6 months of the date the letter was sent.

Exceptional circumstances

If you feel you had 'exceptional circumstances' before the deadline which prevented you in making a complaint, please contact us on 0800 633 5817 Monday to Friday 8am–6pm or 0345 600 5860 at any other time to discuss in more detail, or submit a complaint via our Online PPI form (within the form, please describe the exceptional circumstances which led you to be unable to submit a complaint by the 29 August deadline date).

The Financial Ombudsman Service has more on ‘exceptional circumstances’.

Additional support and information is also offered by the following bodies:

Financial Conduct Authority
Money Advice Service
Citizen's Advice Bureau

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

Clearly, we always want to be able to resolve any concerns you raise with us. Please note that in the run up to the deadline we have received extraordinarily high volumes of PPI enquiries and complaints.

Although you have the right to refer your case to the Financial Ombudsman Service at 8 weeks, we would ask that you be patient in receiving a response from us given these volumes. There may be a delay in your final response being received which may stretch well beyond 24 weeks. Please contact us directly for more information.

The FCA has published details of the timescales for the handling of complaints relating to PPI, these are available on the FCA website

If you have already made a complaint, there’s no need to do anything further. We will review it as soon as possible and then write to you confirming the outcome of our investigation.

What to do if you aren’t happy with your complaint outcome or decision

If you aren’t happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service about this.

You will still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:

  • you complained to your provider on or before 29 August 2019 
  • your provider gives its final response on or after the 29 August 2019 
  • you had exceptional circumstances which prevented you making a complaint before the 29 August 2019 

You will need to submit your complaint within 6 months of receiving your PPI provider’s final response.

FAQs

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

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

Please note: This page includes frequently asked questions for topics relevant before the deadline.

Exceptional circumstances

If you feel you had ‘exceptional circumstances’ before the deadline which prevented you in making a complaint, please contact us on 0800 085 2451 (Text phone 18001 08457 125 563) to discuss in more detail. The Financial Ombudsman Service has more on ‘exceptional circumstances’.

What is PPI?

PPI is designed to cover the monthly repayments of your loan or credit card 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 Chargecard
  • M&S Budgetcard
  • M&S Personal Reserve

Other brands within the HSBC Group

Within the HSBC Group, PPI was also sold by HSBC Bank plc and first direct. If you think you may have been sold PPI by one of these companies, visit their PPI pages:

HSBC Bank plc

first direct

John Lewis Financial Services

HFC Bank Limited, Endeavour Personal Finance and Sterling Credit Limited trading names

  • Beneficial Finance 
  • Household Bank
  • Marbles
  • GM Card
  • Hamilton Direct Bank
  • HFC Direct
  • Endeavour Personal Loans
  • EPF
  • EPF Homeloans
  • EPF Direct
  • Sterling Credit
  • Sterling Loans

Commission complaints

When a bank, lender or other provider sold a PPI policy, the PPI provider would pay them 'commission' for arranging or making the sale. The money for this commission would come out of the payments you made for the PPI policy.

The FCA have introduced new rules that mean customers can complain that their lender earned a high level of commission from the sale of PPI but didn't make this clear when it was sold.

A 'high level of commission' typically means it was more than half of what you've paid for your PPI policy, but you do not need to know how much was earned from the sale of PPI.

Where else can I get more information and help on PPI complaints? 

For more information regarding PPI complaints, please contact us on the below to tell us what additional help you may need.

By Post

PPI
PO Box 3843
Kings Meadow
CHESTER
CH1 9EY

By Phone

Monday to Friday, 8am–6pm, please call 0800 633 5817
At any other time, please call 0345 600 5860

Online

Submit a complaint via our Online PPI form (within the form, please describe the exceptional circumstances which led you to be unable to submit a complaint by the 29 August deadline date).

Alternatively, if you would like further information relating to PPI, please review the below external websites: 

Financial Conduct Authority
Financial Ombudsman Service
Money Advice Service
Citizen's Advice Bureau
Which?
Money Saving Expert

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

We will assess complaints sent directly to us in exactly the same way and in the same timescale as complaints sent in by a CMC, so there is no need to use their services. For independent guidance on how CMCs work visit the Which? website.