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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 confirmed that the deadline for making a complaint about mis-sold PPI or unfair commission will be 29 August 2019.

Customer complaints will need to be received no later than 29 August 2019. This is the deadline even if we've invited you to complain previously.

The FCA regulate the financial sector and protect consumers. They offer information about PPI and can help you understand it, but they cannot give you advice about your individual circumstances or complaint.

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 will not affect your relationship with first direct, and will have no impact on your credit history or your ability to get financial products from your provider in future.

What is PPI?

PPI is designed to cover the monthly repayments of your loan or credit card, if you are made unemployed, have an accident, become ill 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 send it to us at:

first direct

40 Wakefield Road


LS98 1FD

By phone:

Call us on 0800 011 3461 (Text phone 03 456 100 147)

Lines are open Mon to Fri 8am to 5.30pm

Using our online form:

Using our Online PPI form is an easy and convenient way to submit your PPI mis-sell or non-disclosure of unfair commission complaint to us.

The form takes up to 30 minutes to complete, however if you don't have all the information to hand, don't worry, you can still submit your complaint. 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.

Commission complaints

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.

The new rules on the sale of PPI mean you can:

  • complain even if PPI was not mis-sold or you don't think it was mis-sold
  • complain again if you have had a PPI complaint rejected

You can submit a complaint about non-disclosure of unfair commissions, even if you've had a PPI mis-sell complaint rejected previously, by using one of the methods in the How to complain about PPI section above.

If you've already complained about PPI and had a refund of some or all of the money you've paid for PPI, we will not consider a complaint about the commission we earned. This is because there is no remaining loss that you need to be compensated for, and you don't need to complain again.

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 4a A mis-sell decision is made based on all of the evidence
Step 4b Any complaint that is rejected for mis-sell will automatically be assessed for unfair commissions
Step 5 If your complaint is rejected for both mis-sell and unfair commission: A response will be sent to you (or your representative) to inform you of our decision

If your complaint is upheld for either mis-sell or unfair commission: we will pay your refund into your first direct account directly and send you (or your representative) a letter with a breakdown, or if you no longer bank with us we'll send you (or your representative) an offer letter
Step 6 Once you accept the offer, we will make the payment straight into your nominated bank account, or issue a cheque

How long will I have to wait before I receive 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.

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 the 29 August 2019

You can telephone them on 0300 123 9 123 or visit www.financial-ombudsman.org.uk for further information.

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


PPI Complaints Deadline 29 August 2019


Useful documents

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

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

If you are unsure whether you had a PPI policy, you can contact us to check. If your check comes back positive and you wish to make a complaint about its sale, you can then move to complain.

We will respond to you within 30 calendar days, so you must allow enough time (including extra time for postage) for your PPI to be checked before making a complaint ahead of the deadline.

As the 29th August 2019 deadline date approaches, first direct will convert any PPI checks into a complaint where policies are held/found without requiring you to take further action. 

You can contact us using the details provided, or simply complete our free and easy to use PPI enquiry form.

Information needed to check for PPI or make a complaint

As a minimum, your PPI complaint should include:

• your full name
• your date of birth
• your phone number
• your current address (UK or Overseas)

You should also include the following if you know it:

• your previous addresses (if applicable – UK or Overseas)
• your PPI policy number
• when you bought your PPI policy
• when you took out the loan or credit product that the PPI covered
• your circumstances at the time you bought PPI, such as employment status
and the company or organisation you worked for

Giving us as much information as possible will help us locate your details. 

If you don't bank with us anymore and your details have changed, we may need to verify your identity using a credit reference agency. It will only be visible to you, and won't affect your credit rating.

Did other brands within the HSBC group sell PPI?

Within the HSBC Group, PPI was also sold by M&S BankHSBC UK Bank plc (including HFC Bank) and John Lewis Financial Services. If you think you may have been sold PPI by one of these companies, visit their PPI page using these links.


For more information on additional assistance for our customers please visit the Accessibility section of our website.

If you feel you need some extra support or have any specific needs either call us on 0800 011 3461 (Text phone 03 456 100 147) or let us know when you submit your complaint/enquiry.

Additional support and information is also offered by the following bodies: