Payment Protection Insurance (PPI) was a type of insurance policy offered when taking out a loan, a credit card/ store card or some other types of financial agreement. The purpose of PPI was to cover repayments in the event of an accident, sickness or possibly being made unemployed.

The FCA deadline date of 29 August 2019 for submitting PPI mis‑selling or commission complaints has now passed

New complaints will not be considered unless you can submit a significant reason for being unable to complain prior to the PPI deadline of 29 August 2019, or you’ve received correspondence from us advising you to submit a complaint about the level of commission on a PPI policy.

If there was a significant reason for you being unable to complain prior to the PPI deadline of 29 August 2019, please contact us using the details below.

If you’ve received correspondence from us advising you to submit a complaint about the level of commission on a PPI policy (even if you’ve already sent a complaint about the policy and this was declined), please contact us using the details below.

If you’re still awaiting a response or are unhappy with the response received, you can find more information below.

Complaints about rejected claims on your current PPI policy or administrative matters that are not connected to the sale of PPI will generally be considered outside of this PPI deadline.

If you’re concerned about how your Motor Finance Payment Protection Insurance Policy was sold, and believe you fall under the above categories, please contact our dedicated PPI complaints team on 0800 085 2050.

If your concern is not related to Motor Finance please visit this page.

Alternatively, if calling isn’t convenient you can:

Send us an email

Our email address is:

Write to us

PPI Resolution Team
Santander Consumer Finance
Santander House
86 Station Road
Redhill
Surrey
RH1 1SR

Below are some of the questions that are most often asked regarding PPI claims:

What happens next if I have not yet had a final response?

We promise to do everything we can to resolve your complaint or query.

Please note that the run up to the PPI deadline was particularly busy period, which may result in your final response being delayed.

We will provide a full response as soon as possible and will endeavour to respond no later than 8 weeks from the receipt of your complaint. If we don’t resolve your complaint within 8 weeks we will write to you with an update and let you know how to take your complaint to the Financial Ombudsman should you wish to do so.

If you have any questions about your complaint, you can contact us on the details above.

I have a complaint that has been referred to the Financial Ombudsman Service. What will happen now?

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

How do I contact the Financial Ombudsman Service?

If you’re not happy with our final decision about your complaint, you may be able to refer your complaint to the Financial Ombudsman.

The Financial Ombudsman Service act as an independent and impartial organisation who help settle disputes between consumers and financial services businesses. The FOS are only able to investigate your complaint if Santander Consumer Finance have issued a final response or if your complaint has exceeded the 8 week limit from when it was first raised.

You’ll still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:

  • you complained to us on or before 29 August 2019.
  • we give our final response on or after the 29 August 2019.

You’ll need to submit your complaint within 6 months of receiving our final response.

Contacting the Financial Ombudsman

  • Phone: 0800 023 4 567. Calls to this number are normally free for people ringing from a fixed line phone but charges may apply if you call from a mobile phone
    or
    0300 123 9 123. Calls to this number are charged at the same rate as 01 or 02 numbers on mobile phone tariffs.
  • Email: complaint.info@financial-ombudsman.org.uk
  • Write: Financial Ombudsman Service, Exchange Tower, London E14 9SR.
Further details about the Financial Ombudsman Service will be given with our final decision letter.

Where can I get free help and advice from regarding PPI?

You can also receive free advice and further information from:

Complaints raised after the PPI deadline

We understand there may have been circumstances that prevented you from raising your complaint before PPI deadline.

Please contact us using the details above so we can support you with raising your complaint. We’ll need you to explain why you were unable to raise a complaint prior to the deadline, and we may ask for further evidence to support our investigation.

So we can consider your PPI complaint you may be asked for sensitive data such as health data and/ or financial information. We’ll use this as part of our investigation and it will be kept on our system in line with data protection legislation. If you don’t want to provide this information, or allow us to use this to review your complaint, then the outcome of our investigation may be affected. For example we may make assumptions when reviewing your complaint or make a decision without this information. Learn about how we’ll use your personal data.

You can also raise a complaint if you’ve received correspondence from us advising you to submit a complaint about the level of commission on a PPI policy (even if you’ve already sent a complaint about the policy and this was declined).