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 first direct 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 / Complaints made on or before 29 August 2019
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 first direct 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 first direct, 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.
Deadline for complaints 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.
If you feel you had ‘exceptional circumstances’ before the deadline which prevented you in making a complaint, please contact us on 03 456 100 100 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 29th August deadline date).
Additional support and information is also offered by the following bodies:
- Opens an overlay [Will show a security message first]Financial Conduct Authority Opens an overlay [Will show a security message first] Opens an overlay [Will show a security message first]
- Money Advice service Opens an overlay [Will show a security message first]
- Citizen's Advice Bureau Opens an overlay [Will show a security message first]