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PPI

  • What is Payment Protection Insurance (PPI)?

    PPI is an insurance policy designed to protect your credit card, loan, overdraft or mortgage repayments, if you were unable to pay for specific reasons.
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  • Can I save the online PPI complaint form so that I can return to it at a later point?

    No, you’ll need to complete the form in one go.
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  • What information will I need before I begin my PPI complaint online?

    You’ll need your current address and your address at the time of the PPI policy, a phone number, your employment status, details of any health conditions at the time of the PPI policy and as much information as possible about your PPI policy including dates.
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  • I have previously submitted a complaint about my PPI policy. Can I resubmit it for you to investigate under the new Plevin rules?

    In certain circumstances, you can.
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  • How do I know if I had Payment Protection Insurance (PPI)?

    You should have been told about the PPI at the point of sale and this can be shown on your credit agreement.
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  • Where can I find more information about payment protection insurance (PPI)?

    Our PPI page has further information including how to make a claim and contact details for any PPI related enquiries.
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  • What happens after I make a 'Have I Got PPI' query?

    We will log the query onto our systems and complete a thorough search of relevant records for evidence of PPI.
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  • What do I do if I want to make a complaint about multiple products with PPI?

    You will need to complete a separate online PPI complaint form for each product so that we can ensure they are investigated by the correct specialist team.
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  • How do I make a complaint about my Payment Protection Insurance (PPI) policy?

    There are a number of ways you can get in touch with us. Visit www.co-operativebank.co.uk/loans/payment-protection for more information.
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  • Is there any advantage to using a claims management company (CMC) to submit my PPI complaint?

    Each complaint that comes to us is treated the same way.
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  • When filling out the online PPI complaint form, I can’t remember some of the PPI policy details as it was a long time ago. What do I do?

    Provide us with as much detail as you can, and we’ll be in touch if we need more information.
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  • What is the Plevin ruling?

    In November 2014, the Supreme Court ruled in Plevin v Paragon Personal Finance Ltd (Plevin) that a failure to disclose to a client a large commission payment on a PPI policy made the relationship between a lender and the borrower unfair.
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  • When will I get a PPI refund and how much will this be?

    It depends on the merits of your case. We’ll let you know if you are due to receive a refund once your complaint has been assessed.
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  • I’ve heard that previously rejected PPI complaints can be reassessed on the basis of a change to the guidelines set by the regulator. Can my complaint be looked at again?

    Complaints that have been upheld, where full compensation has been paid, will not be reassessed.
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  • I currently live outside the UK but the online PPI complaint form will not allow me to use a non-UK address. What should I do?

    Please download our FOS consumer questionnaire from www.co-operativebank.co.uk/loans/payment-protection
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  • What happens after I make a complaint about my PPI policy?

    We’ll log your complaint and send you an acknowledgement letter within 5 working days.
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  • The product I took out is not an option on the PPI complaint form drop-down list. What should I do?

    Please download our FOS consumer questionnaire from www.co-operativebank.co.uk/loans/payment-protection
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  • Who else can help me with my PPI complaint?

    Get in touch with the Financial Ombudsman or the Citizen’s Advice Bureau for impartial information about your PPI complaint.
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  • What happens after I make a Plevin complaint?

    We’ll log your complaint and send you an acknowledgement letter within 5 working days.
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