Payment Protection Insurance (PPI)

The PPI complaints deadline of 29 August 2019 has now passed.

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

Generally, if you didn’t make a complaint to John Lewis Financial Services before 29 August 2019, you can no longer claim money back for PPI by complaining to us or to the Financial Ombudsman Service.

After you’ve complained about PPI

If you complained to us about the sale of PPI on or before 29 August 2019, we will firstly acknowledge that we have received your complaint.

Within 8 weeks of John Lewis Financial Services receiving your complaint, you should also either receive a final response, or a communication outlining when you can expect a final response.

Please note that the run up to the deadline is likely to have been a particularly busy period for John Lewis Financial Services, which may result in your final response being delayed. We will contact you should there be a delay in your final response being issued. Please contact us directly for more information.

What to do if you’re unhappy with your final response

If you aren’t happy with the final response, including if your complaint is rejected or you do not hear back, you should speak to us directly.

If you still aren’t satisfied after contacting us about your issue, you can complain to the Financial Ombudsman Service.

If you received a final response letter and wish to complain to the Financial Ombudsman Service, you must refer your complaint to the Financial Ombudsman Service within 6 months of the date the letter was sent.

Exceptional circumstances

If you feel you had ‘exceptional circumstances’ before the deadline which prevented you in making a complaint, please contact us on 0800 085 2451 (textphone 18001 08457 125 563) to discuss in more detail or submit a complaint via our online PPI form (within the form, please describe the exceptional circumstances which led you to be unable to submit a complaint by the 29 August deadline).

The Financial Ombudsman Service has more information about ‘exceptional circumstances’.

Additional support and information is available from:

How long will I have to wait for a response?

Clearly, we always want to be able to resolve any concerns you raise with us. We expect to resolve your complaint within eight weeks. In any event, we will be in touch within eight weeks to update you on our investigation.

If you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service, however, please note that the run up to the deadline is likely to have been a particularly busy period for John Lewis Financial Services, which may result in your final response being delayed. We will contact you if there is a delay in your final response being issued. Please contact us directly for more information.

The FCA has published details of the timescales for the handling of complaints relating to PPI, these are available on the FCA website.

If you have already made a complaint, there's no need to do anything further. We will review it as soon as possible and then write to you confirming the outcome of our investigation.

What to do if you aren’t happy with your complaint outcome or decision

If you aren’t happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service about this.

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

  • you complained to your provider on or before 29 August 2019
  • your provider gives its final response on or after 29 August 2019
  • you had exceptional circumstances which prevented you making a complaint before 29 August 2019


You will need to submit your complaint within 6 months of receiving your PPI provider’s final response.

FAQs

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers. Generally, if you didn’t make a complaint to John Lewis Financial Services before 29 August 2019, you can no longer claim money back for PPI by complaining to us or to the Financial Ombudsman Service.

If you feel you had ‘exceptional circumstances’ before the deadline which prevented you in making a complaint, please contact us on 0800 085 2451 (textphone 18001 08457 125 563) to discuss in more detail. The Financial Ombudsman Service has more on ‘exceptional circumstances’.

Please note: This section includes frequently asked questions for topics relevant before the deadline.

PPI is designed to cover the monthly repayments of your credit card, if you are made unemployed, have an accident, become sick or die.

John Lewis Financial Services stopped selling PPI in 2008.

Within the HSBC Group, PPI was also sold by HSBC Bank plc (including HFC Bank), M&S Bank and first direct. If you think you may have been sold PPI by one of these companies, visit their PPI page:

  • M&S Bank
  • first direct
  • HSBC Bank plc
    HFC Bank Limited, Endeavour Personal Finance and Sterling Credit Limited trading names:
    • Beneficial Finance
    • Household Bank
    • Marbles
    • GM Card
    • Hamilton Direct Bank
    • HFC Direct
    • Endeavour Personal Loans
    • EPF
    • EPF Homeloans
    • EPF Direct Sterling
    • Credit Sterling Loans

When a bank, lender or other provider sold a PPI policy, the PPI provider would pay them 'commission' for arranging or making the sale. The money for this commission would come out of the payments you made for the PPI policy.

The FCA have introduced new rules that mean customers can complain that their lender earned a high level of commission from the sale of PPI but didn't make this clear when it was sold.

A 'high level of commission' typically means it was more than half of what you've paid for your PPI policy, but you do not need to know how much was earned from the sale of PPI.

For more information regarding PPI complaints, please contact us on the below to tell us what additional help you may need.

By post
John Lewis Financial Services
PPI Complaints
PO Box 5140
Coventry
CV3 9ES

By phone
Call us on 0121 214 5577
Lines are open 9am to 5pm Monday to Friday. Calls may be monitored or recorded.

Online
Submit a complaint via our online PPI form (within the form, please describe the exceptional circumstances which led you to be unable to submit a complaint by the 29 August deadline date).


Further information

Alternatively, if you would like further information relating to PPI, please see the follwing websites:

We will assess complaints sent directly to us in exactly the same way and in the same timescale as complaints sent in by a Claims Management Company, so there is no need to use their services.

For independent guidance on how Claims Management Companies work visit the Which? website.

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