Payment protection insurance

PPI complaints deadline – 29 August 2019

Customer complaints will need to be received no later than 29 August 2019. This is the deadline even if we’ve invited you to complain previously.

The FCA regulate the financial sector and protect consumers. They offer information about PPI and can help you understand it, but they cannot give you advice about your individual circumstances or complaint.

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

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

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.

We will respond to you within 30 calendar days, so you must allow enough time ahead of the deadline (including extra time for postage) for your PPI to be checked before making a complaint ahead of the deadline.

You can contact us using the details provided, or simply complete our free and easy to use PPI enquiry form and we will respond to you.

The key information we need you to provide is:

  • Your full name
  • Date of birth
  • Current address
  • Previous address (if applicable)
  • A contact number
  • Whether you’re an existing customer

Giving us as much information as possible will help us locate your details.

If you don’t bank with us anymore and your details have changed, we may need to verify your identity using a credit reference agency. It will only be visible to you, and won’t affect your credit rating.

Did any other brands within the HSBC Group sell PPI?

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:

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

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 is an easy and convenient way to submit your PPI mis-sell or non-disclosure of unfair commission complaint to us.

The form takes around 30 minutes to complete and you can’t save your progress, so you’ll need to make sure you have plenty of time to complete it. However, don’t worry if you don’t have all the information which might be required, you can still submit your complaint.

Having any information about your PPI, including the policy or account number, to hand (if you have it), will be useful when completing the form.

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.


For more information on additional assistance for our customers please visit the accessibility section of our website.

If you feel you need some extra support or have any specific needs either call us on 0800 633 5817 or let us know when you submit your complaint/enquiry.

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

Financial Conduct Authority

Financial Ombudsman Service

Money Advice Service

Citizens Advice

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 paid for your PPI policy, but you do not need to know how much was earned from the sale of PPI.

The new rules on the sale of PPI mean you can:

  • complain even if PPI was not mis-sold or you don’t think it was mis-sold
  • complain again if you have had a PPI complaint rejected

You can submit a complaint about non-disclosure of unfair commission, even if you’ve had a PPI mis-sell complaint rejected previously, by using one of the methods in the How to complain about PPI section above.

If you’ve already complained about PPI and had a refund of some or all of the money you’ve paid for PPI, we will not consider a complaint about the commission we earned.

This is because there is no remaining loss that you need to be compensated for, and you don’t need to complain again.

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 4a A mis-sell decision is made based on all of the evidence
Step 4b Any complaint that is rejected for mis-sell will automatically be assessed for unfair commission
Step 5 If your complaint is rejected for both mis-sell and unfair commission:
  • A letter will be sent to inform you of our decision
  • The complaint will be closed
If your complaint is upheld for either mis-sell or unfair commission:
  • An appropriate offer will be calculated
  • An offer letter will be sent to you
  • Payment of the offer will be made
  • The complaint will be closed


What information do I need to provide?

Providing as much information as possible about the sale of your PPI will assist us in conducting a thorough investigation of your PPI complaint.

If you can't remember all the information, don’t worry, you can still complain. We might need to contact you if we have a question about the information you've given us or we need more information.

If during the complaint process you remember some further details, or find a document that you think will help us with our investigation of your complaint, please send us the details as soon as possible.

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 timescales, as complaints sent in by a CMC, and the process isn't complicated, so there is no need to use their services. For independent guidance on how CMCs work visit the Which? website.

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

Although you may have cancelled your PPI policy early, you can still make a complaint by following the process outlined above.

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

No, if you feel you were mis–sold PPI we are happy to investigate your concerns. Your PPI complaint will be assessed separately to any other element of your relationship with us.

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.

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

We'll acknowledge your complaint within five working days and be in touch within eight weeks to update you on our investigation. If you've not had a reply from us within eight weeks, you have the right to refer your case to the Financial Ombudsman Service.

We are also working closely with the Financial Ombudsman Service (FOS) to ensure that any PPI complaints that have been referred to them are resolved as quickly as possible.

If you want an update at any stage, just give us a call.

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

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

After receiving our decision if you remain dissatisfied you have the right to refer your complaint to:

Financial Ombudsman Service
Exchange Tower
E14 9SR

You can telephone them on 0300 123 9123 or visit for further information.

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 complain to the Financial Ombudsman Service they will ask us to explain what we think happened, then the Financial Ombudsman Service will decide whether to uphold your complaint.

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

  • we received your complaint before 29 August 2019
  • you complain to the Financial Ombudsman Service within 6 months of receiving your final decision from us

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:

PO Box 3843
Kings Meadow

By phone:

Monday to Friday, 8am–6pm, please call 0800 633 5817
At any other time, please call 0345 900 0900

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

Citizens Advice


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