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Payment Protection Insurance (PPI)

PPI complaints deadline 29 August 2019

The FCA set a deadline to complain about PPI of 29 August 2019. As this date has passed, you are no longer able to check if you had PPI or complain about the sale of a PPI product.

If you have submitted an enquiry or complaint in relation to your PPI product, prior to 29 August 2019 and are awaiting a response, please allow for the following timescales:

PPI Enquiries

All enquires into whether or not a customer has held PPI with the bank will be responded to within 30 days.

PPI Complaints

All complaints into the possible mis-selling of PPI products will be responded to within 8 weeks as per our standard complaints process.

Easy Read information

To ensure everyone can access the information they need to make a decision about PPI, we have produced an Easy Read leaflet which is available to view and download from our website:


Easy Read PPI leaflet

Download PDF (2.01MB)

Not satisfied with our response?

We’re committed to ensuring all complaints are fully and fairly addressed. However, if you’re unhappy with our response - or if you haven’t heard from us in 8 weeks or more - you can take the matter further to the Financial Ombudsman Service.

The Financial Ombudsman Service

What to do if you aren't happy with our final response

You can make a complaint to the Financial Ombudsman Service if you aren't happy with our final response. You can also make a complaint if you have not received a final response within 8 weeks.

The role of the Financial Ombudsman Service is to help settle individual disputes between consumers and businesses providing financial services in the UK. To find out more about the Financial Ombudsman Service, visit www.financial-ombudsman.org.uk or contact them by writing to:

The Financial Ombudsman Service

Exchange Tower


E14 9SR

Telephone: +44(0)300 123 9123 or +44(0)800 0234 567 ( Call charges )

Email: complaint.info@financial-ombudsman.org.uk

You can still make a complaint 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 their 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. Making a complaint will not affect your legal rights.

Existing credit card, overdraft or mortgage customers

If you’ve already purchased PPI for either a credit card or an overdraft, your cover will remain unchanged.

Be aware of PPI fraud

Fraudsters are targeting customers claiming that they have been mis-sold Payment Protection Insurance (PPI). They will say that you are owed funds, and you must make a payment for the funds to be released. They may pretend to be from legitimate claim companies or regulatory bodies to make their approach seem credible.

Find out more about PPI fraud activity on our Security and Fraud pages

Circumstance which prevented you from raising a PPI enquiry or complaint

If you have been unable to enquire or complain about the sale of PPI before the deadline due to your circumstances, in exceptional situations, the Bank may choose review your sale.

You can submit a complaint, along with details of why you have been unable to raise a complaint prior to the deadline, by downloading our complaints form and sending via email to ppipostofferteam@co-operativebank.co.uk. This email address is only for new PPI complaints, for all other enquiries please write to us or phone us. On receiving your completed complaint form the Bank will complete a review of the information provided, to decide whether the sale will be reviewed, and therefore not all complaints will be accepted.

It is a requirement for you to provide details of your circumstances, as all available information is required to assess whether we choose to review your sale.

Alternatively, you can write to us at:

PPI Operations

3rd Floor

1 Balloon Street


M60 4EP

Phone us – please call 0800 231 5225* lines are open 8:30am – 5:00pm Monday to Friday (excluding Bank Holidays).

We are responsible of the sale of PPI for the following brands:

  • Co-operative Bank
  • smile
  • Britannia
  • Platform Home Loans
  • Northern Rock Credit Cards with card numbers starting 4124

Important documents


Credit Card Payment Protection Insurance Policy Summary

Download Credit Card Payment Protection Insurance Policy Summary PDF (201KB)