If you’re concerned about how your Motor Finance Payment Protection Insurance Policy was sold, 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:

We encourage you to talk to us about PPI as we are best placed to deal with any queries you may have about your policy. The easiest way to raise a complaint is to complete and return our PPI questionnaire as this will provide all the information we need to assess your complaint.

If you wish, you may talk to a claims management company and submit your complaint through them, however they may take a fee between 25% and 40% of any payment we make to you. If you contact us direct we will assess your complaint in exactly the same way, and you won’t have to share any potential compensation payments with a claims management company.

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

What is PPI?
PPI is an insurance product that enables consumers to insure repayment of loans, credit cards and mortgages if the borrower dies, becomes ill or disabled, is made redundant, or faces other circumstances that may prevent them from earning income to pay the debt, depending upon the level of cover chosen.
How do I know whether I have now, or have previously had PPI on my vehicle finance?

You can determine whether you have or have previously had PPI on your vehicle finance loan by checking your policy document, loan agreement or statement.

However, if you are unable to determine whether you have or have previously had PPI by checking these documents you can check with our specialist team by calling 0800 085 2050.

I still hold a PPI policy. Is my cover affected by this?
No, your cover is not affected by any of this. If you wish to make a claim under your policy please follow the instructions for making a claim detailed in your policy documents.
Can I still complain if I have cancelled my PPI policy, or if my circumstances have changed?
Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy.
How far back can I complain about PPI?
There is no limitation with regard to PPI complaints. You can contact us about your PPI policy whenever it was arranged.
Do I need to provide a copy of my documents for PPI in order to make a complaint?
You do not need to provide us with copies of your paperwork in order to make a complaint. However, if you took out your policy some time ago, it may help us trace your policy details if you provide us with as much information as possible.
What happens once I have raised my complaint?

We will acknowledge your complaint within 5 working days and in line with FCA requirements we aim to deal with your complaint within 8 weeks. When a decision is made we will write to you clearly explaining our decision. If we are offering you a refund we are committed to ensuring we make the payment within 14 days following receipt of your acceptance.

We will keep you informed on the progress of your complaint. If we are unable to issue a final response within 8 weeks, we will write to you and let you know how we are getting on.

I have already made a complaint but I haven’t received your response. What will happen now?

We will provide a full response as soon as possible but 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.

If you uphold my PPI complaint, how is the redress calculated?

In cases where we determine the policy was mis-sold, we look to put you back in the position you would have been in had you never taken the policy.

The redress paid will depend on many different factors including the type of PPI policy you held. The general principle followed when calculating redress is to return the premiums you have paid, plus 8% interest (this element of the compensation may be subject to income tax).

Santander follows guidance provided by the Financial Conduct Authority and Financial Ombudsman Service

Please note that individual circumstances may apply and these will be detailed in our final response letter.

I have received a letter with your decision offering me compensation. How do I understand how the amount has been calculated?
Full details of how we have calculated any offer of payment is included in our final decision letter. If you want us to explain this further please call us on 0800 085 2050, between 9am and 5pm Monday to Friday.
I have received your final decision letter but I’m still waiting for my refund. When will I receive my payment?
We are committed to ensuring customers receive payments quickly, so once you have received your signed acceptance form, we will make any payment within 14 days from when we receive your acceptance form.
Will I be compensated for any delays?
We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint-handling policy we will assess your PPI complaint and if we offer compensation, we will include the backdating of interest and payments, where appropriate.
What was the Judicial Review and what was the outcome?
In October 2010 the British Bankers’ Association (BBA) asked the Courts to review the recently published rules made by the Financial Conduct Authority in relation to PPI sales-related complaints. The BBA also asked for a review of the guidance published by the Financial Ombudsman Service on the handling of PPI complaints. Santander was not part of the Judicial Review and has continued to review PPI complaints throughout.
What should I do if I’m approached by a claims management company?
Our customers can complain to us directly and don’t need to use a claims management company. A claims management company may typically charge an up-front fee or take a proportion of any financial redress (often between 25 and 40%). We will assess all complaints sent directly to us in exactly the same way that we treat complaints sent in by a claims management company.
Where can I get other free help and advice from regarding PPI?

You can also receive free advice and further information from:

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 acts as an independent and impartial organisation which helps settle disputes between consumers and financial services businesses.

For the Ombudsman to look into your complaint you must have tried to resolve it with us first or it must have been over 8 weeks since you first raised your complaint.

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.