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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.

On 2 March 2017, the Financial Conduct Authority (FCA) announced new rules and guidance about handling PPI complaints and have stated that the cut-off date for making a PPI claim is 29 August 2019.

We will be working closely with the FCA to implement its updated rules and guidance on handling complaints by 29 August 2017. In the meantime, you can continue to submit your complaints over the telephone, in writing or in your local branch.

What is PPI?

PPI provides cover for the monthly repayments of your loan, credit card, if you are made unemployed, have an accident, become sick or die.

We stopped selling PPI in April 2008 - but before that we sold 4 main products:

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

How to complain about PPI

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. In any event, we’ll be in touch within eight weeks.

If you have already made a complaint, there's no need to do anything further, unless we advise you otherwise. We'll review your complaint and then write to you confirming the outcome of our investigation.

You can tell us about your complaint in the following ways:

By Post

Complete our PPI questionnaire and sent it to us at:

first direct

40 Wakefield Road


LS98 1FD

By Phone

03 456 100 100 (Text phone 03 456 100 147)

Using our online form:

Using our Online PPI form to submit your PPI complaint is an easy and convenient way to submit the form to us.

The form takes around 30 minutes to complete. You can't save your progress, so you'll need to make sure you have plenty of time to complete it.

You'll need information about your PPI, including the policy or account number.

Our PPI complaint process

Step Action

Step 1

PPI Complaint received, reviewed and logged onto our systems

Step 2

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 3

We gather all the background information regarding your complaint (this may include a phone call to you if we need any further information about the sale of your PPI)

Step 4

A decision is made based on all of the evidence

Step 5

If your complaint is rejected: A response will be sent to you (or your CMC) to inform you of our decision.

If your complaint is upheld: we will pay your refund into your first direct account directly and send you (or your CMC) a letter with a breakdown, or if you no longer bank with us we’ll send you (or your CMC) an offer letter.

Step 6

Once you accept the offer we will make the payment straight to your bank account.


    Open all
  • What information do I need to provide?

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

  • I cancelled my policy early, can I still make a complaint about PPI?

  • Will complaining about PPI affect my relationship with first direct?

  • I don’t know if I had PPI, how can I find out?

  • How long will I have to wait before I receive a response?

  • What can I do if I’m dissatisfied with your decision?

Useful documents

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