Our online PPI complaint form | Financial Ombudsman Service

Our online complaint form – for complains about PPI

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Please use this form to tell us about your complaint – so we can help resolve it. If you’re not sure about anything, or have difficulties filling in this form, just phone us on 0800 023 4567. Please note all calls with our casework teams are recorded. If you have agreed to make this complaint on behalf of someone else, you will need to ask them to sign and date this form in the declaration section below. If they are unable to do this for any reason, please let us know.

Your details (the person complaining)

Your title

First name

Surname

Date of birth

Address line 1

Address line 2

Town

County

Country

Your postcode

How would you like us to contact you?(Required)

Post

Phone

There will be times when we need to send you documents. When we do, how would you like to receive them?(Required)

Post

Phone number 1

Phone number 2

Have you used our service before? (This is so we can link our records)(Required)

Yes

Do you have any practical needs where we could help - by making adjustments like using large print, Braille or a different language?

Is someone else complaining with you, for example a joint policy/account holder?

Title

First name

Surname

Date of birth

Address line 1

Address line 2

Town

County

Country

Postcode

Phone number 1

Phone number 2

Are you complaining on behalf of a business, charity or trust?

Its full official name

What is the status of the business, charity or trust?

If your business, charity or trust is an organisation, name all the directors/partners/trustees of this organisation

Name any staff members who you authorise to represent the organisation (and provide their contact details)

If you're complaining on behalf of a business

If a partnership, the number of partners

Number of employees

Its annual turnover, annual income or net asset value (at the time you first complained, in pounds)

Its balance sheet (at the time you first complained, in pounds)

Is this business linked to or partnered with another business?

If yes, list the businesses linked to or partnered

If you're complaining on behalf of a charity or trust

Its annual income (at the time you first complained, in pounds) - if you’re complaining on behalf of a charity

Its net assets (at the time you first complained)- if you’re complaining on behalf of a trust

The business you're complaining about

Their name

Their address

You will usually find this on communication from the business, such as letters or emails. Please type it here exactly as it shows on their communications

What's happened so far?

When did the advice, claim, service or transaction you've complained about take place?

Have you already complained to the business?

As mentioned, we can only look into complaints where you've received a final response letter from the business you're complaining about. Or where the business hasn't responded to you within our stated time limits. If you submit a complaint to us before this, we won't be able to get involved and it will take us a lot longer to progress your complaint.

If yes, when did you complain to the business?

Has the business you're complaining about sent you its final written answer?

If yes, when did you receive its final written answer?

If it has been longer than six months since you received a final response from the business, you are likely out of time to refer the complaint to our service, unless this was as a result of exceptional circumstances. See our time limits page for more information.

Has there been any court action relating your complaint (or is any planned)?

Your complaint

Do you have a complaint or other reference number for this product or service?

Tell us about your complaint - what happened?

0/50000

How have you been affected - financially or otherwise?

Why do you disagree with how the business has handled your complaint so far, and how would you like them to put things right for you?

PPI

Have you already sent us a PPI questionnaire?

We'll need a PPI questionnaire to look into your complaint. What would you like to do?

What's the policy number of the payment protection insurance you're complaining about?

When did you take out this payment protection insurance?

Did the payment protection insurance provide single cover (to cover just you) or joint cover (to cover you and your partner)?

How was this insurance sold to you? You might have been sold the insurance at a different time to when you took the loan or credit.

How did you pay for this insurance?

What's the current situation with this insurance?

Have you ever made a claim on the payment protection insurance you're complaining about?

PPI - about the money you borrowed

What did you buy the PPI to cover?

What was the account number?

What was the reason for borrowing the money (or taking out the credit)?

If you were refinancing, please tell us about the debts you were paying off

Have you ever missed payments - or gone into arrears - on the loan or credit with the PPI?

Please tell us more. For example, how many times, and by how much? And what's your current situation?

PPI - about your personal circumstances

At the time you took out the payment protection insurance, what was your employment status?

If you were a student, but also working part-time, how many hours were you working per week?

At the time you took out the payment protection insurance, what was your partner's employment status?

If your partner was a student, but also working part-time, how many hours were they working per week?

If your employment status has changed since you took out the PPI, please tell us how. For instance, if you were employed and you're now self-employed.

What type of work did you do when you took the PPI, and who was your employer?

What type of work did your partner do when you took the PPI, and who was their employer?

How long had you been working there at the time you took the PPI?

How long had your partner been working there at the time you took the PPI?

If you were employed when you took out the insurance, would you have received any pay from your employer - if you were off work due to sickness or an accident - or if you were made redundant?

What pay would you have received from your employer?

If your partner was employed when you took out the insurance, would they have received any pay from their employer - if they were off work due to sickness or an accident - or if they were made redundant?

What pay would they have received from their employer?

If you hadn't been able to work (because you were ill, in an accident or had been made redundant), would you have had any other way of making your repayments? for example - from savings or other insurance policies.

How would you have made your repayments - if you hadn't been able to work?

If your partner hadn't been able to work (because you were ill, in an accident or had been made redundant), would you have had any other way of making your repayments? for example - from savings or other insurance policies.

How would they have made the repayments - if they hadn't been able to work?

When you took out this insurance, did you have any health problems - or were you registered as disabled?

If 'yes', have you ever been off work because of this condition - and if so, for how long?

When you took out this insurance, your partner have any health problems - or were they registered as disabled?

If 'yes' for partner, have they ever been off work because of this condition - and if so, for how long?

PPI about your complaint

Use the uploader to submit additional files. Please tell us about what happened when you took out the PPI. For example any details you remember about:

where the sale took place - and who you spoke to at the financial business.
the information you were given before you took out the insurance.
how the cost, benefits and terms of the insurance were explained to you.
the questions you asked before taking out the insurance.
why you decided to take out the insurance

Enter supporting information here

Finally, tell us why you are now unhappy with the insurance

Upload your support files

Final Response Letter from the business, or evidence of an email or letter to show you have complained to the business more than 8 weeks ago
Policy documents (if applicable)
Finance agreement (if applicable)
Grant of Probate (if the customer has passed away)
Power of Attorney (if applicable)
Any other documented evidence you can provide which you feel is relevant to your case

Drop files here
or

Privacy notice

Our privacy notice sets out how you can expect us to use your personal information when you use our service.

Declaration

Finally, please agree to this declaration. By signing below, you are agreeing to it.

"I would like the Financial Ombudsman Service to look into my complaint. I confirm to the best of my knowledge everything I have told you is correct."

Your name

Today's date

Job title*

Your name (co-complainant)

Today's date

Job title*

* If you’re complaining on behalf of a business, charity or trust, please provide your job title.

For complaints involving accounts or policies held jointly, we usually need each person to provide their names above – and we may share details about the complaint with both signatories. Please tell us if there’s any reason this might be a problem for you.
If you have agreed to make this complaint on someone else’s behalf, you will need to ask them to sign and date this form in the space above. You will need to add your own details where prompted below.

Is someone complaining on your behalf (such as a solicitor or relative)?

Their name

Relationship to you

Their address - line 1

Their address - line 2

Their address - town

Their address - county

Their address - country