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Summary

Get all the information you need about PPI: from getting the right cover, to making a complaint.

  • We currently do not have a Payment Protection Insurance product to offer alongside new products.

You can get advice on Payment Protection Insurance and other insurance products by visiting the Financial Conduct Authority (FCA).

As with a lot of banks, many of our customers have taken out PPI over the years.

However, we recognise that some customers feel concerned about PPI. Especially if they believe it was mis-sold as part of a loan, credit card or mortgage. That’s why the team at The Co-operative Bank are committed to providing a fair and responsible service — including putting things right when we’ve made errors.

What is PPI?

Payment Protection Insurance is designed to cover unsecured loans, mortgages and credit cards.

If the person who purchased the product dies, for example, the PPI provider will usually cover a percentage of the repayments for a fixed period.

The Co-operative Bank no longer sells PPI for loans, credit cards or mortgages. But we still advise customers to consider how they’ll make repayments in the event of redundancy, unemployment or an accident.

Are you considering making a PPI complaint?

If you wish to make a PPI complaint, you can contact us:

  • In writing
  • Over the phone
  • Or in person at our branch

To help us investigate the complaint, we will require the following information:

  • Details of the policy
  • Why you feel the policy was mis-sold
  • Any supporting documents

You may also find it useful to complete the Financial Ombudsman Service (FOS) consumer questionnaire. This questionnaire could help speed up the investigation process and provide us with an easy way to contact you.

Download the FOS consumer questionnaire

Once you have completed the questionnaire, you can send it directly to us at:

The Co-operative Bank
PPI Operations
5th Floor
1 Balloon Street
Manchester
M60 4EP

Alternatively you can contact our customer service team 24/7 on:

or you can visit your nearest branch.

03 numbers from landlines typically cost up to 9p per minute. Calls from mobiles typically cost between 8p and 40p per minute. These calls must be included in your carrier’s inclusive minutes or discount schemes.

0800 numbers are free from landlines and mobiles.

Calls may be monitored or recorded for security and training purposes.

Not satisfied with our response?

We’re committed to ensuring all complaints are fully and fairly addressed. However, if you’re unhappy with our response, you can refer the matter to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service

The role of the Financial Ombudsman Service is to help settle individual disputes between consumers and businesses providing financial services in the UK. To find out more about the Financial Ombudsman Service, visit www.financial-ombudsman.org.uk or contact them by writing to:

The Financial Ombudsman Service
Exchange Tower
London
E14 9SR

Telephone: 0300 123 9123

03 numbers from landlines typically cost up to 9p per minute. Calls from mobiles typically cost between 8p and 40p per minute. These calls must be included in your carrier’s inclusive minutes or discount schemes.

Email: complaint.info@financial-ombudsman.org.uk

  • Making a complaint will not affect your legal rights.

Existing credit card and overdraft customers

If you’ve already purchased PPI for either a credit card or an overdraft, your cover will remain unchanged.

Important documents

pdf

Overdraft Payment Protection Insurance for customers

Download PDF (196KB)
pdf

Credit Card Payment Protection Insurance for customers

Download PDF (149KB)
pdf

How we use your personal information

Download PDF (622KB)

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