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Taking your PPI complaint further

This advice applies to Wales

You can ask the Financial Ombudsman Service to help if you’ve complained about payment protection insurance (PPI) and the company:

  • didn’t make a decision about your complaint within 8 weeks, or explain why they needed more time
  • rejected your complaint, but you think they should accept it
  • accepted your complaint, but you think they should offer you more money - if you complained about mis-selling

You need to complain to the Financial Ombudsman Service within 6 months. If it’s been longer, explain why you couldn’t complain before - for example if you were seriously ill.

Complaining to the Financial Ombudsman Service

You can complain to the Financial Ombudsman Service on their website. The Financial Ombudsman Service can explain any questions you don’t know how to answer.

The Financial Ombudsman Service will contact you when they’ve investigated your complaint. If they agree with you they’ll make the PPI company pay the money you’re entitled to.

If the Financial Ombudsman Service can’t help

If your mis-selling complaint was rejected, check if you can complain about the commission instead.

If you’re complaining about something else, you might be able to take the PPI company to court - find out what to think about before going to court.

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