Payment protection insurance
If you are due redress as a result of your PPI complaint, please complete and submit the Bank Details form below to enable us to send your redress via Bank
Transfer. Upon
submission, we endeavour to make payment
within 28 days.
Please note: All bank details will be verified
using a
secure verification system.
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.
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 submit a complaint by giving us a call on 0345 900 0900*.
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 submit a complaint by giving us a call on 0345 900 0900*.
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:
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
M&S Bank
PO Box 328
Wymondham
NR18 8GZ
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.
*Lines are open 8am-8pm, Monday to Sunday. Calls are recorded.