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Payment Protection Insurance (PPI)

PPI has been in the media spotlight a lot in recent years, because of concerns that some of these products may have been mis-sold when customers took out Loans, Credit Cards or Mortgages.

So, following rules set in April 2011 by the Financial Conduct Authority (FCA), we have a process in place to help anyone who thinks they were affected.

If you believe you were mis-sold PPI

We don't sell PPI anymore, and haven't done since April 2008 - but before then we offered four main products:

  • Personal Loan Protection Plan
  • Balance Protector
  • Flexiloan Repayment Protection
  • Mortgage Repayment Protection.

We're sorry if you think you were mis-sold PPI - we'll do our best to investigate your complaint as quickly as we can.

You don't need to use a claims management company

Claims management companies usually take a fee or percentage of any compensation you are paid. But if you contact us direct we'll assess your complaint in exactly the same way - and you won't incur a fee.

To help us assess your complaint, please give us full details of why you think you were mis-sold PPI. You might find it helpful to complete this questionnaire - it's not mandatory, but if you complete it and send it to us it means we'll have all the information we need to process your complaint as efficiently and quickly as possible.

Once it's completed, please send your questionnaire to:

first direct

40 Wakefield Road


LS98 1FD

We should have everything sorted within about eight weeks

We're famous for our customer service - we've won many awards for it - and this process is no different. We'll acknowledge your complaint within five working days and be in touch within eight weeks to update you on our investigation. If you've not had a reply from us within eight weeks, you have the right to refer your case to the Financial Ombudsman Service.

We are also working closely with the Financial Ombudsman Service (FOS) to ensure that any PPI complaints that have been referred to them are resolved as quickly as possible.

If you want an update at any stage, just give us a call.

Our PPI complaint process

  • Step 1 - your complaint is received by us

  • Step 2 - your complaint is reviewed and logged on our system

  • Step 3 - we'll acknowledge your complaint by letter - if you have raised a complaint via a Claims Management Company (CMC) this will be sent directly to them

  • Step 4 - processing your complaint - we'll gather all the background information and documents

  • Step 5 - the decision - based on all the evidence, your claim will be accepted or rejected

  • Step 6a - settlement offer - if your complaint is upheld you (or your CMC) will be sent a settlement offer

  • Step 6b - complaint rejected - if this happens we'll send you (or your CMC) a letter to confirm

  • Step 7 - settlement - once you've accepted our offer, we'll pay your settlement into your first direct account immediately, or within four weeks of receiving your signed Payment Instruction if you no longer bank with us.


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  • A claims management company (CMC) has offered to handle my complaint for me. What should I do?

  • What can I do if I'm unhappy with your decision?

Useful documents

Return completed questionnaires to first direct, 40 Wakefield Road, Leeds, LS98 1FD