PPI complaints

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 don’t 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 PPI Policy was sold, it's easy for you to contact us directly. You don’t need to use a Claims Management Company (CMC) who 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 you won’t be disadvantaged by coming direct to us.

Here's what you need to do:

1. Call or write to us

We’d like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can write to us at Lloyds Bank, PPI Customer Services, BX1 1LT or call us on 0800 151 0292 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday) , our dedicated number for PPI complaints.

If you need to call us from abroad you can also call us on +44 (0)207 649 9015.

If you have a Blackhorse agreement, please visit the Blackhorse PPI complaints website.

2. Download and complete our PPI Questionnaire
If you decide you want to go ahead with your complaint, download our PPI Questionnaire and fill in the details of your case. This will help us process your complaint as efficiently as possible.

3. Send it to us

Send the FOS PPI Questionnaire to Lloyds Bank, PPI Customer Services, BX1 1LT. When we’ve made a decision we’ll write to you clearly explaining it. If we are offering you a refund, we are committed to making sure you receive payment within 28 days of our decision letter.

In all cases, any interest due will be adjusted right up until the date of payment.

FAQs

  • 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 Mortgage sure, Payment Protection plus, card or loan protection.

  • How do I make a complaint about the way that my PPI was sold?

    Firstly, please check any available documentation as outlined in question 1 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. By filling out our PPI Questionnaire we will have all of the information we need to assess your complaint.

    Once you have completed the form please send it directly to us at:

    Lloyds Bank

    PPI Customer Services

    BX1 1 LT

    If you have a Blackhorse agreement, please visit the Blackhorse PPI complaints website.

    We encourage our customers to talk to us about PPI:

    If you have any further query about the way your PPI was sold you can ring a dedicated telephone line for PPI customers 0800 151 0292 (lines open 8am to 6pm, Monday to Friday and 9am to 2pm Saturday).

  • My PPI policy was taken out many years ago. Can I still complain?

    We will investigate any complaint received properly and fairly. Please be aware that if your policy was cancelled over 6 years ago it is unlikely we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.

  • 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. Please be aware that if your policy was cancelled over 6 years ago it is unlikely that we will have any documentation about the circumstances of your sale, so any information you are able to provide would help us to complete a full investigation of your case.

  • I have made a complaint, what happens next?

    We will send you an acknowledgement letter within 5 days of receiving your complaint.

  • 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.

  • What will happen to unresolved complaints that 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. The volume of complaints received by banks remains extremely high and we have expanded our team, and will continue to do so where needed, in response to the demand. Based on current numbers, we will send you our full written response as soon as possible and certainly no later than 16 weeks after receiving your initial complaint.

  • 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.

  • 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.

  • 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. However we have experienced a large volume of new cases over recent months. This has created some complications for us that we are putting right. As a result we are aware that in certain cases, there could be a delay in customers receiving their payment. 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 151 0292. 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.

  • 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%.

    Where the only failing identified with the PPI sale relates to the specific attributes of a single premium PPI policy (paid for in one payment by additional borrowing on a loan which would incur interest throughout the life of the loan) and in the absence of evidence to the contrary, we may presume that a regular premium payment protection policy (paid for each month with no additional borrowing to the loan) would have been bought instead.

    Our offer, in line with the guidelines set out by the Financial Services Authority (now known as the Financial Conduct Authority), would therefore represent the difference between what was actually paid for the single premium PPI policy, inclusive of interest and what would have been paid for a regular premium PPI policy. Additional interest at 8% would also be added to the refund.

    If you would like the details on the final decision letter explained to you, please call us on 0800 151 0292.

  • Is there tax payable on any refund I might receive?

    Her Majesty's Revenue & Customs (HMRC) regard any statutory interest paid at 8% to be taxable benefit and as such you are required to declare this as part of your tax return.

  • Will you be reopening my complaint which was originally not upheld?

    We are not reopening complaints that have already been closed. 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 new complaint you raise with us. We are also reviewing certain Payment Protection Insurance sales processes dating from 2005.  If we find the need for a further assessment of the sale of your PPI policy we will write to you. At the moment, you do not need to do anything.

  • 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.

  • 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.