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Latest update
As the coronavirus outbreak continues, we all face the difficult challenge of responding to the impact it is having on our lives. We are here to support you through these uncertain times.
If you have received an offer from us in settlement of your Payment Protection Insurance (PPI) complaint, you can arrange for payment to be made electronically to an account of your choosing using our quick and simple online form.
Please note that although we will endeavour to make payment to this account, in certain circumstances we may need to make payment by another method (such as by cheque).
If you have already accepted your offer and have received a cheque from us please note that you will have six months from the date on the cheque to pay this into a bank account.
We understand that you may not be able to go out to pay this into your account at the moment. If so, we may be able to arrange alternative payment methods. Please contact us directly on 0800 015 0319 and we will be happy to discuss this further.
For more information about this and other useful guidance, please visit our coronavirus (COVID-19) support page.
The PPI complaints deadline has passed
The FCA set a deadline of 29 August 2019 for PPI complaints.
Generally, if you didn’t make a complaint on or before 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.
However, you may be able to complain after the deadline if there is a significant reason or exceptional circumstance as to why you couldn’t complain before this date.
For further information regarding exceptional circumstances, the Financial Ombudsman Service has more on this on their website.
Please be assured that making a complaint will not affect your relationship with the bank, and will have no impact on your credit history or your ability to get financial products now or in the future.
What brands can we check PPI on?
We are responsible for checking if you had PPI and investigating complaints for the following brands, credit cards and store cards:
- Royal Bank of Scotland
- Direct Line
- Churchill
- MINT
- First Active
- The One Account
- Lombard Direct
As part of a PPI check or complaint, we can also check for the following store (sometimes branded as "Style") and credit cards:
Still can't find your brand?
Within the NatWest Group, PPI was also sold by NatWest and Ulster Bank. If you think you may have been sold PPI by one of these companies, visit their PPI page.
NatWest plc - PPI Complaints - Additional Information
Ulster Bank Northern Ireland plc - PPI Complaints - Additional Information
Still can't find your provider? Why not check the FCA's website, which provides helpful links to other firms
If you are unable to locate your brand in our online forms, please leave the section blank or select "other".
Living abroad?
If you are living abroad and wish to complete a PPI complaint form, please see our FAQs for further important information.
How to complain
Online
PPI Exceptional Circumstances and Rejected Insurance Claim Complaints
Generally, if you didn’t make a complaint to your provider on or before 29 August 2019, you can no longer claim money back for PPI.
However, you may be able to complain after the deadline if:
- There is a significant reason or exceptional circumstance as to why you couldn’t complain within the time limit, or;
- You are now unhappy with the sale of PPI as a result of an insurance claim on the policy being rejected.
For further information, the Financial Ombudsman Service has more on this on their website.
If your complaint about the sale of the policy is in regards to a rejected insurance claim or you feel you have a significant reason or exceptional circumstance as to why you couldn’t complain prior to this deadline, there are complaint forms you can use.
The forms can be located via our general complaint form
The forms will ask you for the following details:
- Your full name
- Your date of birth
- Your phone number
- Your current address
- Additional, but non-essential, information about your policy and circumstances at the time you bought PPI
We may seek additional information from you once we have reviewed your initial complaint.
Complain by post or phone
A complaint can be raised by post or phone via our complaints contact page
Accepting our offer
If you have received an offer from us that you wish to accept, or you have already accepted an offer from us and have been asked to provide bank details, you can do so by completing our quick and easy online form.
This form requires some personal details to help us to verify your identity, ensure payment is made to your preferred account and so that we can let you know when it has been made. It’s important you complete this accurately and in full so that we can pay you as quickly as possible. The form should take no longer than 5 minutes to complete and will ask you for the following:
- Our reference (this can be found at the top of your letter)
- Your full name, date of birth and telephone number
- Your current address
- The offer amount quoted in the letter. Important: if no amount has been quoted in your letter please leave this field blank
- The details of an account you would like the payment to be made to
- Please note: for joint policies, a separate form should be completed for each named party
- Confirmation that you accept the offer
If you experience any problems or issues with the form, please call us on 0800 015 0319.
Alternatively you can complete the paper form that is enclosed with the letter containing your offer and send it back in the pre-paid envelope to us at:
PPI Team
NatWest Holdings Limited
5th Floor
1 Hardman Boulevard
Manchester
M3 3AQ
Do you have any accessibility needs?
If you are making a complaint or query about your PPI, we want to ensure we make this process as easy as possible for you. If you are experiencing any difficult personal circumstances or have any specific needs such as letters in large print or braille, or translation services, then please let us know.
Improving accessibility for our customers
Please be assured that neither your relationship with the bank or your credit score will be affected by complaining about PPI.
Translation Services
We offer comprehensive translation services in conjunction with our language partner, thebigword. We can provide translation into over 250 languages, ensuring your PPI claim is processed accurately and without delay. We have a dedicated team of linguists and account managers on hand, utilising the latest secure technology to support you with your enquiry/complaint.
Telephone Interpreting
Should you require immediate support, we work with thebigword to provide telephone interpreting, which is available around the clock, every day of the year. To ensure your enquiry/complaint is dealt with effectively, we can connect you with a native speaker to discuss your PPI claim in your own language in a matter of minutes.
If you have any questions about these services, please contact 0800 015 0319, and we will be happy to help.
Visual Adjustments
If the text on our website is too large or too small, we have a step-by-step guide on how to adjust this according to your needs.
How to adjust the text size on our site
Coronavirus
As the coronavirus outbreak continues, we all face the difficult challenge of responding to the impact it is having on our lives. We are here to support you through these uncertain times.
For more information about this and other useful guidance, please visit our coronavirus (COVID-19) support page.
What to do if you aren’t happy with your final response
If you still aren’t satisfied after contacting us about your issue, you can complain to the Financial Ombudsman Service.
You can still complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:
- You complained to us on or before 29 August 2019
- We gave you our final response on or after the 29 August 2019
You will need to submit your complaint within 6 months of receiving your final response.
General questions about PPI complaints
Information about Claims Management Companies (CMCs)
You don't need to use a Claims Management Company (CMC). Please contact us directly - we handle complaints in the same way, within the same timeframe and without charging any fees. Making a complaint about PPI or PPI commission won't affect your relationship with us.