This website provides information to assist you if you are considering making a complaint about how your PPI policy was sold to you. If after reading the information you still believe that you have a complaint about the way in which your PPI policy was sold, rest assured that we are committed to making this as straight forward as possible for you.
The Financial Conduct Authority (FCA) has set a deadline of 29 August 2019, by which time all PPI complaints will need to have been submitted. After this date, customers will lose the right to have their complaint assessed by us, or the Financial Ombudsman Service.
If you have previously received a letter from us outlining potential concerns about the way PPI may have been sold to you, then you may have less time, so it is important to act as soon as possible.
Please be assured that by checking or complaining about PPI, neither your relationship with us, nor your credit score will be adversely affected in any way.
If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.
If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due.
We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.
We’re aware our customers may require different levels of assistance and are committed to making our products and services as accessible as possible. Our PPI complaints process has been designed to make it as easy as possible for everyone wishing to make a complaint.
For more information on our commitment to assisting our customers through the PPI complaints process, please visit the Frequently Asked Questions section of our website and see question 20.
Here's what you need to do:
1. Call, write to us or complete our online forms
We’d like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can write to us at Black Horse, PPI Complaints, St William House, Tresillian Terrace, Cardiff, CF10 5BH or call us on 0800 151 2449 (lines open 9am to 5pm, Monday to Friday), our dedicated number for PPI complaints.
You can also register your complaint using our online form and completing the required information.
To check if you have held a Black Horse PPI policy, please complete our online PPI Check Form.
If you have raised a previous PPI complaint with us which was not upheld, and you wish to raise a further complaint relating only to the commission charged on your PPI policy, please complete our online PPI Commission Form.
2. Download and complete our PPI Questionnaire
If you’d like to make a complaint please download our PPI Questionnaire (PDF, opens in a new window, 356 kB). Please try to provide as much information as you can, as this will help us to deal with your complaint as efficiently as possible. We review every case regardless of the amount of information provided.
3. Send it to us
Send the PPI Questionnaire to Black Horse, PPI Complaints, St William House, Tresillian Terrace, Cardiff, CF10 5BH. When we’ve made a decision we’ll write to you clearly explaining it. If we are offering you a refund, we are committed to making sure you receive payment within 28 days of our decision letter.
In all cases, any interest due will be adjusted right up until the date of payment.
FREQUENTLY ASKED QUESTIONS >
Finance is subject to status and is only available to UK residents aged 18 and over. Finance provided by Black Horse Limited, St William House, Tresillian Terrace, Cardiff CF10 5BH.
Black Horse Limited Registered in England and Wales with registered number 661204.
Registered Office: 25 Gresham Street, London EC2V 7HN