This website provides information to assist you if you are considering making a complaint about how your PPI policy was sold to you. If after reading the information you still believe that you have a complaint about the way in which your PPI policy was sold, rest assured that we’re committed to making this as straightforward as possible for you.
If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.
If you have a concern about how your Payment Protection Insurance (PPI) Policy was sold, it's easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC) - a CMC will typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a CMC, so by coming direct you will not be disadvantaged.
Here's what you need to do:
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 customers receive payment within 28 days of either our decision letter or your acceptance of our decision letter.
In all cases any interest due will be adjusted right up until the date of payment.
1. What is PPI and how do I know if I have it?
PPI is insurance that pays out a sum of money to help cover your monthly repayments on your loan, credit card and/or mortgage in certain events, which could include unemployment, accident or sickness, hospitalisation or death.
This type of cover may also be called loan protection, credit insurance, loan repayment insurance, ASU (accident, sickness and unemployment) insurance, account cover or payment cover.
An easy way to check if you have taken out PPI, is to check your product statements for evidence of premiums paid. Also, you may have policy booklets and loan or credit agreements that show information on PPI. Some of our product names for this type of insurance include MortgageSure, Payment Protection Plus, card or loan protection.
2. How do I make a complaint about how my PPI was sold?
Firstly, please check any available documentation as outlined above to obtain details of your PPI policy. This will help in progressing your complaint.
The easiest way to raise a query about a PPI policy is to complete our PPI Questionnaire (, 371kb). By filling out the LBG PPI Questionnaire we will have all the information we need to assess your complaint.
Once you have completed the form please send it directly to us at :
Cheltenham & Gloucester,
Gloucester, GL4 3RL
We encourage our customers to talk to us about PPI:
If you have any further queries about the way your PPI was sold you can ring a dedicated telephone line for PPI customers 0800 001 5264.
3. My policy was taken out many years ago. Can I still complain?
We will investigate any complaint received in a proper and fair way, regardless of the length of time elapsed from the time of the sale. We will consider any additional information you may be able to provide from the time. Please include this when returning your PPI questionnaire.
4. I cannot find any paperwork; can I still complain?
Yes, even if you can’t find your paperwork we will investigate your complaint properly and fairly. If you are not sure whether a product you purchased from us included PPI, you can ask us to undertake a Data Subject Access Request (DSAR) and we will look for you.
Under the Data Protection Act you have the right of access to your personal data. The Act allows us to charge a fee of £10 for this service. For further details on how to request a copy of your information, please write to the:
Customer Service Recovery
Charlton Place, C57
Andover, SP10 1RE
5. I have made a complaint, what happens next?
We will send you an acknowledgement letter within 5 working days of receiving your complaint. If necessary, we will contact you by telephone to gather any further information required to assess your complaint fully. Once we have assessed your complaint, we aim to respond with a final decision within eight weeks of the date of your complaint.
6. You acknowledged my complaint but I haven't received a final decision. What will happen now?
We will provide a full response as soon as possible and aim to do this within eight weeks of receiving your complaint. If we are unable to resolve your complaint within the initial eight weeks, we will write to you at this stage explaining why we are not able to make a decision and tell you when you will receive a final response from us.
7. What will happen to unresolved complaints which are over eight weeks old?
We are committed to giving your complaint the attention it deserves and will send you our full written response as soon as our investigations are complete. Where we are unable to complete our investigations within eight weeks, we will write to tell you why.
Currently, we are awaiting the outcome of a consultation by the Financial Conduct Authority on the non-disclosure of commission in PPI sales. We are therefore unable to respond in full to complaints where the non-disclosure of commission may be a complaint point, but are committed to responding to other aspects of your complaint within the eight week period.
8. Can I complain about the delay?
If we received your complaint more than eight weeks ago, we will have explained that you can forward your complaint to the Financial Ombudsman Service. This is a free, independent service for settling disputes between financial services firms and their customers. You may wish to contact the Financial Ombudsman Service first before deciding on what action to take or review the frequently asked questions on its website. In all cases where redress is owed, you will not be disadvantaged by any delay as any interest due will be calculated right up until the date of payment.
9. 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 will provide compensation, including the backdating of interest and payments, where appropriate.
10. I have received your final decision letter but am still waiting for my refund. When will I receive my payment?
We are committed to ensuring customers receive payment within 28 days of our decision letter. We apologise if you have not received your payment within 28 days of our decision letter and thank you for your patience.
If you are still waiting for your payment and it is more than 28 days since you received our decision letter, please call our helpline on 0800 001 5264. We'll usually be able to make payment to you within 10 working days.
If your case is complex it may take us longer and we will keep you regularly updated.
In all cases, any interest due will be adjusted right up until the date of payment.
11. I have received a final decision letter upholding my complaint and containing an offer. What does the final amount include and how do I understand how the amount has been calculated?
As a general rule, your refund will include a reimbursement of all insurance premiums paid, interest on those premiums and where applicable, interest calculated at 8%.
If you would like the details on the final decision letter explained to you, please call us on 0800 001 5264.
12. Why have you deducted income tax from my PPI refund?
From 1 October 2013, the tax laws changed and HM Revenue & Customs (HMRC) requirements mean we must deduct income tax at the basic rate (currently 20%) from any interest paid. HMRC treat the additional payment which relates to 8% interest as taxable income.
If we deduct more tax than you have to pay you may be able to reclaim all or some of the tax deducted from HMRC.
R85 forms cannot be accepted with this type of interest. If you pay tax at rates higher than the basic rate any additional tax due on this should be discussed with your tax office. For more information on PPI advice please call the HMRC tax helpline on 0300 200 3300.
13. Will you be reopening my complaint which was not originally upheld?
When responding to complaints, we always tell customers that they have 6 months to raise any concerns over our decision to the Financial Ombudsman Service (FOS). If you have new or different concerns, then we’ll be happy to review those as part of any further communication you choose to make with us.
14. You have made an offer to refund my PPI policy premium. Will that offer change?
No. We will stand by any offer to settle a complaint that has already been made to you or a third party acting on your behalf
15. I have a complaint that has been referred to the FOS. What will happen now?
We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will also liaise directly with the FOS to deal with complaints as quickly as we can.
In the meantime, we will be unable to discuss the complaint with you, whilst FOS completes their investigation.
17. I have cancelled my Policy. Can I still make a complaint?
Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided above (Q.2). It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company.
The easiest way to raise a query about a PPI policy is to complete our PPI Questionnaire (, 208kb). By filling out the PPI Questionnaire we will have all of the information we need to assess your complaint.
Your complaint will be assessed in exactly the same way if you come to us directly and you will avoid sharing any compensation payment with a Claims Management Company.