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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.

You must allow 30 calendar days for your PPI check to be completed, before making a complaint ahead of the deadline.

We are responsible for investigating PPI complaints for the following brands:

  • Co-operative Bank
  • Smile
  • Britannia
  • Platform Home Loans
  • Northern Rock Credit Cards with card numbers starting 4124
  • 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), Financial Services Compensation Scheme (FSCS), Money Advice Service (MAS) and Citizens Advice.

We recognise that some customers feel concerned about PPI, especially if they believe it was mis-sold as part of a loan, credit card, overdraft or mortgage.

At The Co‑operative Bank, we are committed to dealing with your complaint fairly and promptly. We will try and resolve your complaint straight away, when you first contact us and will keep you informed of our progress throughout.

Complaining about your PPI is your legal right. If you make a complaint about PPI or PPI commission, it will not affect your relationship with us and not impact your credit history. It will also have no effect on your ability to get financial products from any providers in the future.

Please contact us directly. You do not have to use a claims management company (CMC). We handle complaints in the same way, within the same timeframe and without charging any fees.

What is PPI?

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

The Co-operative Bank and its subsidiaries, smile and Britannia, sold PPI for loans, credit cards, overdrafts or mortgages.

We no longer sell PPI, however we still advise customers to consider how they’ll make repayments in the event of redundancy, unemployment or an accident.

Bank logo
smile logo
Britannia Logo

What is PPI commission (Plevin)?

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. This is because the whole amount of commission did not go towards the insurance, as a portion would've been payable to the Bank or broker.

The Plevin ruling applies to PPI policies that cover credit agreements where sums are payable, or capable of becoming payable under it on or after 6th April 2008.

Am I able to make a PPI complaint or enquiry online?

You can use our online PPI form to:

  • check if you have had PPI.
  • make a new complaint about the sale of your PPI.
  • make a complaint about PPI commission (Plevin).

You can submit your complaint or query using our online PPI form .

If you submit a PPI query after 29th June 2019 and the Bank subsequently locates PPI, we will automatically raise a complaint, without requiring you to take further action. Once a complaint is raised we will contact you to discuss the sale of your PPI product.

When making a PPI complaint, please ensure you include:

  • Your full name
  • Your date of birth
  • Your phone number
  • Your current address

If possible, please also provide:

  • Your previous addresses
  • Your PPI policy number
  • The date you bought your PPI policy
  • When you took out the product that the PPI covered
  • Your circumstances at the time the PPI was purchased, such as your employment status and the company or organisation you worked for

You can make a PPI complaint or enquiry online if you’re a UK resident, and hold or held a Co‑operative Bank or smile product, or a Britannia mortgage, or a Northern Rock Credit Card with a card number starting 4124.

Alternatively if you’re a non-UK resident, or you’d like to complain about PPI relating to a Platform mortgage or Britannia Loans / Credit cards, then please download the FOS consumer questionnaire, complete it and send it to:

The Co‑operative Bank
PPI Operations
1 Balloon Street
M60 4EP

If you need your PPI correspondence in a different language, or you’d like some help, please contact us on:

or you can visit your nearest Co‑operative Bank branch.

What is the deadline for making my PPI complaint?

A deadline of 29th August 2019 has been set to complain about the sale of your PPI policy and you will not be able to complain after this date.

It is also important to note that we will not be able to consider complaints about issues we have previously written to you about, where this letter was sent more than three years ago. All customers can however still make a Plevin complaint up to the 29th August 2019, even if we have written to you in the past.

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 - or if you haven’t heard from us in 8 weeks or more - you can take the matter further to the Financial Ombudsman Service.

The Financial Ombudsman Service

What to do if you aren't happy with our final response

You can make a complaint to the Financial Ombudsman Service if you aren't happy with our final response. You can also make a complaint if you have not received a final response within 8 weeks.

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
E14 9SR

Telephone: +44(0)300 123 9123 or +44(0)800 0 234 567 (Call charges)

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

You can still make a complaint 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 their final response on or after the 29 August 2019

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

Be aware of PPI fraud

Fraudsters are targeting customers claiming that they have been mis-sold Payment Protection Insurance (PPI). They will say that you are owed funds, and you must make a payment for the funds to be released. They may pretend to be from legitimate claim companies or regulatory bodies to make their approach seem credible.

Find out more about PPI fraud activity on our Security and Fraud pages.

Complaints reporting

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. This information is summarised on The Co-operative Bank website.

Easy Read information

To ensure everyone can access the information they need to make a decision about PPI, we have produced an Easy Read leaflet which is available to view and download from our website:

If you need extra help to make a PPI complaint or to check if you had PPI please call us on 0800 231 5255 (Call charges).

Important documents

Overdraft Payment Protection Insurance for customers

Download Overdraft Payment Protection Insurance for customers PDF (196KB)

Credit Card Payment Protection Insurance for customers

Download Credit Card Payment Protection Insurance for customers PDF (149KB)

How we use your personal information

Download How we use your personal information PDF (622KB)

Need more information?

Go to our help and support for more help and information

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