PPI COMPLAINTS

The deadline to make a PPI complaint is 29th August 2019.

If you wish to make a PPI complaint, you need to submit it by 23:59 on Thursday 29th August 2019.  This is a deadline set by the Financial Conduct Authority (FCA).  We’ll review all complaints received by this time and respond to you as quickly as we can. We may respond to you after 29th August 2019.

We have a high number of customers making enquiries at the moment. This means it's taking us longer than usual to respond to PPI complaints. We appreciate you’ll want to know the outcome as soon as possible.

If you’ve already submitted your PPI complaint to us, please visit our  Existing PPI Complaints section for more information.

How to check for PPI and make a complaint

Our telephone lines are very busy at the moment, the quickest way to submit your PPI complaint is by using our online PPI complaint form
 
Please ensure you have any information you require to hand, as our forms will time out after a 15 minute period of inactivity and you will need to complete the form again. 

Our online complaint form is easy to use, but if you need help while you are completing it, you can call our dedicated number for PPI complaints on 0800 151 2449 (lines open 8am to 8pm Monday to Friday and 8am to 5pm Saturday). 


If you want to complain about PPI, please contact us directly. You don’t need to use a Claims Management Company (CMC) to complain. If you choose to use a CMC, they will charge a fee for their services.

Please contact us directly – we handle complaints in the same way, within the same timeframe and without charging any fees. Making a complaint about PPI or checking your accounts for PPI won’t affect your relationship with us. It has no impact on your credit history or on getting financial products from us in the future.


Checking for PPI

To check if you’ve had PPI on a product from any of the brands listed below, we just need a few details from you. As a minimum, please provide your name, current address and date of birth. The form should take less than five minutes to complete. 

​​​​​​​If we find that you did have PPI, we'll automatically review the PPI sale as a complaint. We'll send you an acknowledgement letter to explain more about the complaints process. You may also receive a questionnaire to complete and return to us. 


 Check if you have PPI >> 

Making a PPI Complaint

If you already know you’ve held PPI on a product from any of the brands listed below, you can make a complaint by using our online form, writing to us or calling us. However, we are receiving a high volume of calls at the moment, so may find it quicker to use our online form. The online form is easy to use and should take no longer than 15 minutes to complete. 

As a minimum, your PPI complaint should include:
      •  your full name
      •  your date of birth
      •  your current address

You should also include the following, if you know it:
      •  your previous addresses
      •  your PPI policy number

In the ‘why are you unhappy with the PPI policy’ section, please also provide the following, if you know it:
      •  when you bought your PPI policy
      •  when you took out the loan or credit product that the PPI covered
      •  your circumstances at the time you bought PPI, such as employment status and the company or organisation you worked for


  Make a PPI complaint >>  

We are receiving a high volume of calls at the moment, so you might find it quicker to use our online form to make a complaint. If you still want to talk to us, you can make a PPI complaint over the phone by calling us on our dedicated number for PPI complaints on 0800 151 2449 (lines open 8am to 8pm Monday to Friday and 8am to 5pm Saturday).

PPI complaints can be made in writing, please write to us at Black Horse, PPI Complaints, St William House, Tresillian Terrace, Cardiff, CF10 5BH. 


Level of Commission Complaints 

If you have previously raised a PPI complaint with us that was not upheld and you wish to raise a further complaint relating only to the commission charged on your PPI policy, you can  complete our PPI Commission Form. 

Our PPI Commission Form should take no longer than 15 minutes to complete and you’ll need to provide your name, address and date of birth. Please also tell us your previous complaint reference. 

  Make a Commission complaint >>​


PPI Questionnaire

If you’d like to make a complaint please download our PPI Questionnaire (PDF, opens in a new window, 455 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.

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.


Existing PPI Complaints

If you‘ve already made a PPI complaint to us

If we've received your complaint, you don’t need to do anything else. We’ll make sure it's reviewed. If you have recently sent us a complaint, we will send you an acknowledgement letter soon. There's no need to call us to check if we've received it. We’ll be in touch as soon as we have an update.
  
Enquiries and complaints sent to us directly by you
• If you make an enquiry before the deadline and we find a PPI policy, we’ll automatically open a complaint on your behalf. You don't need to submit a separate complaint.
• We’ll send you an acknowledgement letter to confirm we've received your enquiry or complaint.  
• This is currently taking up to two weeks. Please wait to receive this letter before contacting us for an  update, as we will only be able to provide you with very limited information at this time.
• If you haven’t had a letter from us within two weeks, call us on 0800 151 0292 or +44 (0)207 649 9015 (lines open 8am to 8pm Monday to Friday and 8am to 5pm Saturday).

Enquiries and complaints sent to us by a Claims Management Company you’ve authorised to act on your behalf.
• We’ll let your Claims Management Company know we’ve received your enquiry within four days of them sending it to us.
• We’ll let them know if we find a PPI policy for you. This is currently taking up to six weeks.
• If we find a PPI policy, we’ll automatically open a complaint on your behalf. You don't need to submit a separate complaint.
• If you want an update, please get in touch with your Claims Management Company.

To find out more, read our Frequently asked questions.


We are responsible for PPI complaints for the following brands. 

Shogun (Mitsubishi)

SofaWorks

Suzuki

Anglian Widows

Black Horse / Black Horse Finance

Black Horse Motorcycle Finance

Black Horse Offshore

Black Horse Taxi Finance

Car Select

Lotus

MCL Finance Ltd

MFI

Porsche

Proton

SCS

CS Lounge Suites

DFS

Hyundai

International Motors Finance / IMF

KIA (A G Finance)

London Taxis


If we've sent you a letter about the way ​PPI may have been sold to you

If you’ve previously received a letter from us outlining potential concerns for the way PPI may have been sold to you, then you may have less time to submit a complaint, so it is important to act as soon as possible.

The FCA published rules and guidance in 2017 on how firms should assess PPI mis-selling complaints where the level of commission on the PPI policy was not disclosed to the customer at the time of sale. The FCA has since added guidance saying that firms should also consider the recurring non-disclosure of high commissions taken after the time of sale.

This added guidance will only affect a very small number of our customers who’ve had PPI on mortgage accounts; if you are affected, we will write to you to let you know.


Accessibility Information

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 ot make it as easy as possible for eveyrone wishing to make a complaint.

Our websites are designed to be compatible with assistive technology, this includes screen readers, text-to-speech software and reading aids. You can also change the colour of our websites to help make the text clearer to read. 

Can we help make things easier? Please tell us if you require additional support (e.g. someone helps manage your affairs), or you have a physical or mental health condition. Also, if you need us to communicate with you in different format (e.g. large print), please let us know. You can use the appropriate section within our PPI online forms or contact us by phone on 0800 151 2449.

If you have a speech or hearing impairment, you can contact us using the Next Generation Text Service. If you’re Deaf and a BSL user, you can talk to us live through a BSL interpreter online using our BSL Sign Video Service.

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 19.

Other organisations offering 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
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 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 29th 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 will need to submit your complaint within 6 months of receiving your PPI provider’s final response.  

Financial Conduct Authority
The Financial Conduct Authority (FCA) regulates the financial sector and protects consumers. They provide information about PPI and can help you understand it, but cannot give you advice about your individual circumstances or complaint.

The following bodies have information relating to PPI complaints and /or advice on making a complaint:
Prudential Regulatory Authority
Citizens Advice Bureau
​Which?
MoneySavingExpert.com
Financial Services Compensation Scheme
Money Advice Service

​FREQUENTLY ASKED QUESTIONS >