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PPi Complaints

Frequently asked questions

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1. What is PPI and how do I know if I have it?

PPI is insurance that pays out a sum of money to help cover your monthly repayments on your loan in certain events, which could include unemployment, accident or sickness, hospitalisation or death. The actual events covered by your policy will depend upon the level of cover that you have purchased.

This type of cover may also be called loan protection, credit insurance, loan repayment insurance, LASU (Life, accident, sickness and unemployment) insurance, account cover or payment cover.

An easy way to check if you have taken out PPI is to check your product statements for evidence of premiums paid. Also, you may have policy booklets and loan or credit agreements that show information on PPI. Some of our product names for this type of insurance include Payment Protection Plan, Payment Care Gold, Payment Care Silver, Payment Care Bronze, Payment Care Plus, Payment Care Select, Payment Care Foundation, Payment Care, and Payment Protection Insurance.

2. How do I make a complaint about the way that my PPI was sold?

Firstly, please check any available documentation as outlined in question 1 to obtain details of your PPI policy. This will help us to progress your complaint.

The easiest way to raise a query about a PPI policy is to complete a
LBG PPI Questionnaire. By filling out the LBG PPI Questionnaire we will have all of the information we need to assess your complaint.

Once you have completed the form please send it directly to us at:

Black Horse
PPI Complaints
St William House
Tresillian Terrace
CF10 5BH  

We encourage our customers to talk to us about PPI:

We are best placed to deal with any queries our customers have about their PPI policy.

Rather than talk to a Claims Management Company (CMC), you can find all the information you need about raising a complaint about how your PPI policy was sold on this page. Your complaint will be assessed in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with a Claims Management Company (CMC). Further information on CMCs can be found in a joint note from the CMC Regulators (Ministry of Justice), the FSA (now known as the Financial Conduct Authority (FCA)), the FOS and the FSCS.

If you have any further queries about the way your PPI was sold you can ring a dedicated telephone line for PPI customers 0800 151 2449

3. My PPI policy was taken out many years ago. Can I still complain?

We will investigate any complaint received properly and fairly.  Please be aware that if your policy was cancelled over 6 years ago it is unlikely that we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.

4. I cannot find any paperwork; can I still complain?

Yes, even if you can’t find your paperwork we will investigate your complaint properly and fairly. Please be aware that if your policy was cancelled over 6 years ago it is unlikely that we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.

5. I have made a complaint, what happens next?

We will send you an acknowledgement letter within 5 days of receiving your complaint.

6. You acknowledged my complaint but I haven't received a final decision. What will happen now?

We will provide a full response as soon as possible but no later than 8 weeks from the receipt of your complaint.

7.  What will happen to unresolved complaints?

We wish to handle and resolve all complaints quickly and to the satisfaction of our customers. You do not need to do anything further. We will review your complaint and provide you with a full response as soon as possible and no later than 8 weeks from the receipt of your complaint.

8.  Can I complain about the delay?

If we received your complaint more than eight weeks ago, we will have explained that you can forward your complaint to the Financial Ombudsman Service. This is a free, independent service for settling disputes between financial services firms and their customers. You may wish to contact the Financial Ombudsman Service first before deciding on what action to take or review the frequently asked questions on its website. In all cases where redress is owed, you will not be disadvantaged by any delay as any interest due will be calculated right up until the date of payment.

9. Will I be compensated for any delays?

We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint-handling policy we will assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.

10. I have returned the acceptance form but am still waiting for my refund. When will I receive my payment?

We are committed to ensuring customers receive payment within 28 days of acceptance of our decision letter.

If you are still waiting for your payment and it is more than 28 days since you  confirmed acceptance of our decision letter, please call our helpline on 0800 151 2449. 

11. I have received a final decision letter upholding my complaint and containing an offer. What does the final amount include and how do I understand how the amount has been calculated?

As a general rule, the payment you receive will be made up of all the PPI premiums you paid, including any interest. It will also include additional interest at 8%, less income tax at the basic rate, to put you back in the same position you would have been in had you not taken out the PPI policy.

Sometimes, if you bought a single premium PPI policy (the cost is added at the start of the loan) we may find that it was only the way you paid for this that made it unsuitable. As such, our offer will be the difference between what you actually paid for the single premium PPI policy, inclusive of interest and what would have been paid for a regular premium PPI policy. Additional interest at 8%, less basic rate tax, would also be added to the refund.   

If you would like the details on the final decision letter explained to you, please call us on 0800 151 2449

12. Is there tax payable on any refund I might receive?

Requirements from HMRC mean we must deduct income tax at the basic rate (currently 20%) from any interest paid. HM Revenue & Customs (HMRC) treat the additional payment which relates to the 8% interest as taxable income. If you’re a non-taxpayer, or pay tax on your savings at a lower rate, it may be possible to reclaim all or part of this tax from HMRC (R85 forms cannot be accepted with this type of interest). If you pay tax at rates higher than the basic rate any additional tax due on this should be discussed with your tax office. Please refer to the PPI Advice section of the HMRC website for more information, or call HMRC Tax Helpline: 0300 200 3300.

13. Will you be reopening my complaint which was originally not upheld?

We are not reopening complaints that have already been closed. When responding to complaints, we always tell customers that they have 6 months to raise any concerns over our decision to the Financial Ombudsman Service (FOS). If you have new or different concerns, then we’ll be happy to review those as part of any new complaint you raise with us.

We are also reviewing certain Payment Protection Insurance sales processes dating from 2005. If we find the need for a further assessment of the sale of your PPI policy we will write to you. At the moment, you do not need to do anything.

14. You have made an offer to refund my POPI policy premium. Will that offer change?

No. We will stand by any offer to settle a complaint that has already been made to you or a third party acting on our behalf.

15. I have a complaint that has been referred to the FOS. What will happen now?

We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will also liaise directly with the FOS to deal with complaints as quickly as we can.  

16. Can I still buy PPI from you?

No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.

17. I have cancelled my PPI Policy. Can I still make a complaint?

Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided above.

It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company. Your complaint will be assessed in exactly the same way if you come to us directly but you will avoid having to share any compensation payment with a Claims Management Company.  

18. What was the Judicial Review and what was the outcome?

In October 2010 the British Bankers’ Association (BBA) asked the courts to review the recently published rules made by the Financial Services Authority (FSA, (now known as the Financial Conduct Authority (FCA))) in relation to PPI sales-related complaints. The BBA also asked for a review of the guidance published by the Financial Ombudsman Service (FOS) on the handling of PPI complaints.

In May 2011 we announced that we would no longer be participating in the BBA’s Judicial Review. The BBA subsequently decided that it would not be appealing the court’s decision that the FSA’s rules should be implemented in full.

19. Where else can I obtain information and help on PPI complaints?  

The following bodies have information relating to PPI complaints and / or advice on making a complaint.

Financial Ombudsman Service

Financial Conduct Authority

Prudential Regulation Authority

Citizens Advice Bureau