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http://www.halifax.co.uk/helpcentre/...ts/?pagetabs=1
Halifax PPI complaints procedures.
Payment Protection Insurance complaints
PPI complaints
We’re sorry you have a complaint about Payment Protection Insurance (PPI), but we’re committed to making the journey as easy as possible.
It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company (CMC) who will typically charge an up front fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.
Here's what you need to do:
1. Call or write to us
At Halifax we are committed to making it as easy as possible to resolve your complaint. We’d like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can call us on 08457 253 519 (lines open 8am to 6pm, Monday to Friday), our dedicated number for PPI complaints or write to us at Customer Relations, PO Box 548, Leeds, LS1 1WU.
2. Download and complete a PPI Consumer Questionnaire Form
If you decide you want to proceed with your complaint, download the PPI Consumer Questionnaire and fill in the details of your case. Filling in a PPI Consumer Questionnaire from the Financial Ombudsman Service helps us process your complaint as efficiently as possible.
3. Send it in
Send the PPI Consumer Questionnaire to us at Customer Relations, PO Box 548, Leeds, LS1 1WU. We are committed to resolving complaints. We have employed additional new members of staff to help customer with their queries about PPI policies.
Frequently asked questions
How do I make a complaint about the way that my PPI was sold?
If you have a query about the way that your PPI was sold you can ring a dedicated telephone line for PPI customers on 08457 253 519 (lines open 8am to 6pm, Monday to Friday).
If you prefer to write the address for correspondence is:
Customer Relations
PO Box 548
Leeds
LS1 1WU
If you are dissatisfied with our response and you wish to make a complaint please click the link below which will take you to the Financial Ombudsman Service website. This includes details of how to make a complaint and provides a questionnaire for you to complete. By filling out the FOS PPI Questionnaire we will have all of the information we need to assess your complaint. Once you have completed the form please send it directly to us at the address above.
Visit the Financial Ombudsman Services website We encourage our customers to talk to us about PPI.
What does the Judicial Review mean for my PPI Complaint?
As we announced on 5th May, we are no longer supporting the British Bankers’ Association’s Judicial Review. If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. We have decided to implement the FSA’s policy statement in full.
Why are you no longer supporting the BBA’s Judicial Review?
We have announced that we are making a provision to cover the costs of addressing Customers’ PPI Sales related complaints. We recognised that customers were facing long delays in respect of their PPI sales-related complaints during the BBA’s judicial review. We wanted to do the right thing by our customers and have decided to implement the FSA’s policy statement in full.
What does this announcement mean for my PPI complaint?
If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. As we have announced, we have decided to implement the FSA’s policy statement in full.
I received an ex-gratia letter. Is this affected by the announcement that you are no longer supporting the BBA’s Judicial Review?
The announcement does not affect your ex-gratia letter. You remain free to accept or decline this offer as outlined in the letter.
I have a complaint that has been referred to the FOS. Will this be affected by the fact that you are no longer supporting the BBA’s Judicial Review?
We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will also liaise directly with the FOS to deal with complaints as quickly as we can.
I want to make a complaint about the way that my PPI was sold – can I still do so?
Yes. We will take the details of your complaint and this will be progressed by our customer service team. Those customers who have not complained but have concerns about their PPI policy should also contact us directly. Details of how to contact us are provided above.
We encourage our customers to talk to us about PPI
What will happen after I have made a complaint?
Once we have received your complaint we will assess it as soon as possible. We strive to assess all complaints within 8 weeks. However, if we have not managed to resolve your complaint within that time we will send you a further letter updating you as to your options.
If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. We have employed additional staff to manage customers’ queries about their PPI policies.
I have received a letter telling me about BBA / FSA / FOS. I don’t understand it
We had sent some of our customers a letter explaining how the Judicial Review has impacted the way we handle PPI sales-related complaints and how we would only be able to assess their complaint once the legal proceedings were concluded.
We have announced that the Group will no longer be supporting the BBA’s Judicial Review.
We want to do the right thing by our customers and have decided to implement the FSA’s policy statement in full. We will now be revisiting your complaint and advising you of the final outcome as soon as possible.
You have made an offer to refund my PPI policy premium. Will that offer change now?
No. We will stand by any offer to settle a complaint that has already been made to you or a third party CMC acting on your behalf.
I have already made a complaint but I haven’t received a final decision. What will happen now?
We have announced that the Group will no longer be supporting the BBA’s Judicial Review.
If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. We are processing complaints as quickly as we can and there may be a short delay in responding. If you have any questions about your complaint you can contact us using the contact details in the ‘What Happens Next’ section above.
What will happen to unresolved complaints?
We wish to handle and resolve all complaints quickly and to the satisfaction of our customers. We will now be revisiting your complaint and advising you of the final outcome as soon as possible.
Will I be compensated for any delays?
We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint handling policy we will assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.
Can I still buy PPI from you?
No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.
Is my PPI cover affected by the outcome of the Judicial Review?
No. Your PPI cover will not be affected by the outcome. The review is related to the handling of PPI sales related complaints, not the cover provided by PPI.
I have cancelled my PPI Policy. Can I still make a complaint?
Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided in the ‘What Happens Next’ section above. It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company (CMC). Your complaint will be handled in exactly the same way if you come to us directly but you will avoid having to share any compensation payment with a CMC.
http://www.halifax.co.uk/helpcentre/...ts/?pagetabs=1
Halifax PPI complaints procedures.
Payment Protection Insurance complaints
PPI complaints
We’re sorry you have a complaint about Payment Protection Insurance (PPI), but we’re committed to making the journey as easy as possible.
It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company (CMC) who will typically charge an up front fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company, so by coming direct you will not be disadvantaged.
Here's what you need to do:
1. Call or write to us
At Halifax we are committed to making it as easy as possible to resolve your complaint. We’d like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can call us on 08457 253 519 (lines open 8am to 6pm, Monday to Friday), our dedicated number for PPI complaints or write to us at Customer Relations, PO Box 548, Leeds, LS1 1WU.
2. Download and complete a PPI Consumer Questionnaire Form
If you decide you want to proceed with your complaint, download the PPI Consumer Questionnaire and fill in the details of your case. Filling in a PPI Consumer Questionnaire from the Financial Ombudsman Service helps us process your complaint as efficiently as possible.
3. Send it in
Send the PPI Consumer Questionnaire to us at Customer Relations, PO Box 548, Leeds, LS1 1WU. We are committed to resolving complaints. We have employed additional new members of staff to help customer with their queries about PPI policies.
Frequently asked questions
How do I make a complaint about the way that my PPI was sold?
If you have a query about the way that your PPI was sold you can ring a dedicated telephone line for PPI customers on 08457 253 519 (lines open 8am to 6pm, Monday to Friday).
If you prefer to write the address for correspondence is:
Customer Relations
PO Box 548
Leeds
LS1 1WU
If you are dissatisfied with our response and you wish to make a complaint please click the link below which will take you to the Financial Ombudsman Service website. This includes details of how to make a complaint and provides a questionnaire for you to complete. By filling out the FOS PPI Questionnaire we will have all of the information we need to assess your complaint. Once you have completed the form please send it directly to us at the address above.
Visit the Financial Ombudsman Services website We encourage our customers to talk to us about PPI.
- We are best placed to deal with any queries our customers have about their PPI policy.
- Rather than talk to a CMC, you can find all of the information you need about raising a complaint about PPI on this page. You will receive exactly the same service by coming to us direct as you would from going through a CMC.
- The easiest way to raise a query about a PPI policy is to complete a FOS Payment Protection Insurance Consumer Questionnaire just search online for PPI FOS to find it or download it here. Once you have completed the form please send it directly to us at the address above.
What does the Judicial Review mean for my PPI Complaint?
As we announced on 5th May, we are no longer supporting the British Bankers’ Association’s Judicial Review. If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. We have decided to implement the FSA’s policy statement in full.
Why are you no longer supporting the BBA’s Judicial Review?
We have announced that we are making a provision to cover the costs of addressing Customers’ PPI Sales related complaints. We recognised that customers were facing long delays in respect of their PPI sales-related complaints during the BBA’s judicial review. We wanted to do the right thing by our customers and have decided to implement the FSA’s policy statement in full.
What does this announcement mean for my PPI complaint?
If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. As we have announced, we have decided to implement the FSA’s policy statement in full.
I received an ex-gratia letter. Is this affected by the announcement that you are no longer supporting the BBA’s Judicial Review?
The announcement does not affect your ex-gratia letter. You remain free to accept or decline this offer as outlined in the letter.
I have a complaint that has been referred to the FOS. Will this be affected by the fact that you are no longer supporting the BBA’s Judicial Review?
We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will also liaise directly with the FOS to deal with complaints as quickly as we can.
I want to make a complaint about the way that my PPI was sold – can I still do so?
Yes. We will take the details of your complaint and this will be progressed by our customer service team. Those customers who have not complained but have concerns about their PPI policy should also contact us directly. Details of how to contact us are provided above.
We encourage our customers to talk to us about PPI
- We are best placed to deal with any queries our customers have about their PPI policy for all of our brands
- Customers should call us or log onto our websites or call us for further information
- Rather than talk to a Claims Management Company (CMC), customers can find all of the information they need about raising a complaint about PPI on our websites. Your complaint will be handled in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with a CMC.
- The FOS has also created a PPI Questionnaire which helps customers find out whether they have a claim to make. This can be accessed by searching online ‘PPI FOS’.
What will happen after I have made a complaint?
Once we have received your complaint we will assess it as soon as possible. We strive to assess all complaints within 8 weeks. However, if we have not managed to resolve your complaint within that time we will send you a further letter updating you as to your options.
If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. We have employed additional staff to manage customers’ queries about their PPI policies.
I have received a letter telling me about BBA / FSA / FOS. I don’t understand it
We had sent some of our customers a letter explaining how the Judicial Review has impacted the way we handle PPI sales-related complaints and how we would only be able to assess their complaint once the legal proceedings were concluded.
We have announced that the Group will no longer be supporting the BBA’s Judicial Review.
We want to do the right thing by our customers and have decided to implement the FSA’s policy statement in full. We will now be revisiting your complaint and advising you of the final outcome as soon as possible.
You have made an offer to refund my PPI policy premium. Will that offer change now?
No. We will stand by any offer to settle a complaint that has already been made to you or a third party CMC acting on your behalf.
I have already made a complaint but I haven’t received a final decision. What will happen now?
We have announced that the Group will no longer be supporting the BBA’s Judicial Review.
If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint and advising you of the final outcome as soon as possible. We are processing complaints as quickly as we can and there may be a short delay in responding. If you have any questions about your complaint you can contact us using the contact details in the ‘What Happens Next’ section above.
What will happen to unresolved complaints?
We wish to handle and resolve all complaints quickly and to the satisfaction of our customers. We will now be revisiting your complaint and advising you of the final outcome as soon as possible.
Will I be compensated for any delays?
We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint handling policy we will assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.
Can I still buy PPI from you?
No. In July 2010 we announced that we would no longer sell our range of PPI to personal and business customers.
Is my PPI cover affected by the outcome of the Judicial Review?
No. Your PPI cover will not be affected by the outcome. The review is related to the handling of PPI sales related complaints, not the cover provided by PPI.
I have cancelled my PPI Policy. Can I still make a complaint?
Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided in the ‘What Happens Next’ section above. It’s easy for you to complain to us directly so you don’t need to use a Claims Management Company (CMC). Your complaint will be handled in exactly the same way if you come to us directly but you will avoid having to share any compensation payment with a CMC.
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