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Having sent messages to RBS press office and been as rude as I could be to RBS Media Team via Twitter, they have finally done what they should have done days ago, posted up their complaints procedure.
In line with our commitment to becoming the UK’s most helpful bank, we have set out below some guidance on how to make a PPI complaint and on the impact of the recent Judicial Review regarding PPI complaints.This is utter crap, as they were the most unhelpful banks to publish guidelines.
We are committed to making the complaints process as simple and fair as possible. It is easy and free of charge to make a complaint to us directly rather than using a Claims Management Company (CMC) which may charge you a fee. We treat complaints received directly from customers in exactly the same way as one received from a CMC, therefore there is no disadvantage in complaining directly to us.
How do I complain about the way that my PPI was sold?
You can make a complaint via any branch or by speaking to one of our telephone call handlers. Alternatively you can contact our PPI Complaint Unit directly using the details below.
By Telephone
Call our PPI Complaints Unit directly on: 0800 0150319 or 0161 755 6890
By Post
If you prefer to write, please complete the following form PPI Consumer Questionnaire and send the completed form directly to us at the address below.
Royal Bank of Scotland Group,
5th Floor, Hardman Boulevard,
Manchester M3 3AQ
If you have any queries about completing the form or on PPI more generally please refer to the frequently asked questions below or contact us directly using the details above.
Once we have received your complaint we will work through it and provide you with a decision as soon as possible. We may also contact you for further information if we need this to process your complaint.
Making a complaint directly is easy and may save you money compared to seeking advice from a CMC.
Frequently Asked Questions
What happens once I have sent a complaint?
Once we have received your complaint we will work through it and provide you with a decision as soon as possible. We may also contact you for further information if we need this to process your complaint.
If, for any reason, you are unhappy with our decision you can contact the Financial Ombudsman Service (FOS) using the link below. This provides additional information on PPI complaints and on how to refer our decision to the FOS if you are unhappy with it. Again, this is a free service and referring complaints directly to the FOS could again save you money compared to using a CMC.
online PPI resource
What did the Judicial Review and the BBA decision not to appeal mean for my PPI Complaint?
Where we believed a PPI complaint was affected by the Judicial Review we placed the complaint on hold. As you may have heard, the British Bankers’ Association (BBA) decided on 9 May 2011 not to appeal the High Court’s judgment on its Judicial Review of the FSA and the FOS. If we had previously sent you a letter saying that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint.
Complaints will be revisited in the order that they were received by us, and we will give you a decision on your complaint as soon as possible.
You do not need to do anything in the meantime - we will send you a decision as soon as we can.
What does your recent announcement about PPI and the BBA decision not to appeal mean for my PPI complaint?
If we had previously sent you a letter saying that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint. Complaints will be revisited in the order that they were received by us, and we will give you a decision on your complaint as soon as possible.
You do not need to do anything in the meantime - we will send you a decision as soon as we can. I have received a refund offer from you. Is this affected by your recent announcement or the BBA decision not to appeal? The offer we have already made to you is unaffected. You are still free to accept or decline the offer in accordance with the instructions set out in our offer letter to you.
I have a complaint that has been referred to the FOS. Will this be affected by your recent announcement or the BBA decision not to appeal?
We will work with the FOS to ensure that any complaints referred to it are resolved as quickly as possible. If your complaint has been referred to the FOS you do not need to take any additional action.
Can I still complain about how my PPI policy was sold?
Yes, you can still make a complaint using one of the methods described above.
If you wish to make a complaint we would urge you to complain to us directly rather than using a CMC. We offer a free complaints service and so you may save money if you complain to us rather than using a CMC. We treat complaints received directly and via a CMC exactly the same, so you will not be disadvantaged in any way.
If you have any queries about complaining, please contact us direct or see the guidance provided by the FOS using the link above.
What happens after I make a complaint?
Once we receive your complaint we will acknowledge receipt of it and try to give you a decision as soon as we can. We try to resolve all complaints within eight weeks. If we don’t resolve your complaint in eight weeks you can refer your complaint to the FOS (although not before this), and we will write to you at that time to tell you how you can do this.
You have already sent me a letter about the BBA legal action, what happens now?
If we had previously sent you a letter saying that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint. Complaints will be revisited in the order that they were received by us, and we will give you a decision on your complaint as soon as possible.
You do not need to do anything in the meantime - we will send you a decision as soon as we can.
I’ve already made a complaint but have not heard from you, what happens now?
If you only complained in the last few days, we will send you an acknowledgement letter soon and send you our final decision as soon as possible. If you have already had your complaint acknowledged we will issue a final decision as soon as we can. You do not need to do anything in the meantime but if you have any queries please contact us using the details above.
Will I be compensated for any delays in resolving my complaint?
We are committed to resolving complaints as soon as possible. If there has been a delay in processing your complaint we will make sure any interest is back dated so you do not lose out if we uphold your complaint.
Can I still buy PPI?
Although we no longer sell the majority of our PPI products, if you have protection needs please visit one of our branches or speak to one of our telephone call handlers and we will be happy to discuss how you can best protect yourself.
I still hold a PPI policy, is my cover affected by this?
No, your cover is not affected by any of this. If you wish to make a claim under your policy please follow the steps described in your policy documents.
I was sold a PPI policy but cancelled it. Can I still make a complaint?
Yes, you can still make a complaint about how your PPI policy was sold even if you have cancelled it using the details above. As above, we would urge you to complain directly to us for free rather than using a CMC as this may help save you money.
I have already made a complaint to you about my PPI policy and had it rejected, will you be re-opening my complaint?
No, this does not affect any previous decisions issued by us.
Does this affect any complaints I have made about products other than PPI?
No, the Judicial Review is limited to PPI mis-sale complaints only. Any other complaints you have made to us on other products are unaffected by the above.
For NatWest Bank
NatWest Payment Protection Insurance (PPI)
For Royal Bank Of Scotland Bank
Payment Protection Insurance (PPI)- RBS - The Royal Bank of Scotland
In line with our commitment to becoming the UK’s most helpful bank, we have set out below some guidance on how to make a PPI complaint and on the impact of the recent Judicial Review regarding PPI complaints.This is utter crap, as they were the most unhelpful banks to publish guidelines.
We are committed to making the complaints process as simple and fair as possible. It is easy and free of charge to make a complaint to us directly rather than using a Claims Management Company (CMC) which may charge you a fee. We treat complaints received directly from customers in exactly the same way as one received from a CMC, therefore there is no disadvantage in complaining directly to us.
How do I complain about the way that my PPI was sold?
You can make a complaint via any branch or by speaking to one of our telephone call handlers. Alternatively you can contact our PPI Complaint Unit directly using the details below.
By Telephone
Call our PPI Complaints Unit directly on: 0800 0150319 or 0161 755 6890
By Post
If you prefer to write, please complete the following form PPI Consumer Questionnaire and send the completed form directly to us at the address below.
Royal Bank of Scotland Group,
5th Floor, Hardman Boulevard,
Manchester M3 3AQ
If you have any queries about completing the form or on PPI more generally please refer to the frequently asked questions below or contact us directly using the details above.
Once we have received your complaint we will work through it and provide you with a decision as soon as possible. We may also contact you for further information if we need this to process your complaint.
Making a complaint directly is easy and may save you money compared to seeking advice from a CMC.
Frequently Asked Questions
What happens once I have sent a complaint?
Once we have received your complaint we will work through it and provide you with a decision as soon as possible. We may also contact you for further information if we need this to process your complaint.
If, for any reason, you are unhappy with our decision you can contact the Financial Ombudsman Service (FOS) using the link below. This provides additional information on PPI complaints and on how to refer our decision to the FOS if you are unhappy with it. Again, this is a free service and referring complaints directly to the FOS could again save you money compared to using a CMC.
online PPI resource
What did the Judicial Review and the BBA decision not to appeal mean for my PPI Complaint?
Where we believed a PPI complaint was affected by the Judicial Review we placed the complaint on hold. As you may have heard, the British Bankers’ Association (BBA) decided on 9 May 2011 not to appeal the High Court’s judgment on its Judicial Review of the FSA and the FOS. If we had previously sent you a letter saying that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint.
Complaints will be revisited in the order that they were received by us, and we will give you a decision on your complaint as soon as possible.
You do not need to do anything in the meantime - we will send you a decision as soon as we can.
What does your recent announcement about PPI and the BBA decision not to appeal mean for my PPI complaint?
If we had previously sent you a letter saying that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint. Complaints will be revisited in the order that they were received by us, and we will give you a decision on your complaint as soon as possible.
You do not need to do anything in the meantime - we will send you a decision as soon as we can. I have received a refund offer from you. Is this affected by your recent announcement or the BBA decision not to appeal? The offer we have already made to you is unaffected. You are still free to accept or decline the offer in accordance with the instructions set out in our offer letter to you.
I have a complaint that has been referred to the FOS. Will this be affected by your recent announcement or the BBA decision not to appeal?
We will work with the FOS to ensure that any complaints referred to it are resolved as quickly as possible. If your complaint has been referred to the FOS you do not need to take any additional action.
Can I still complain about how my PPI policy was sold?
Yes, you can still make a complaint using one of the methods described above.
If you wish to make a complaint we would urge you to complain to us directly rather than using a CMC. We offer a free complaints service and so you may save money if you complain to us rather than using a CMC. We treat complaints received directly and via a CMC exactly the same, so you will not be disadvantaged in any way.
If you have any queries about complaining, please contact us direct or see the guidance provided by the FOS using the link above.
What happens after I make a complaint?
Once we receive your complaint we will acknowledge receipt of it and try to give you a decision as soon as we can. We try to resolve all complaints within eight weeks. If we don’t resolve your complaint in eight weeks you can refer your complaint to the FOS (although not before this), and we will write to you at that time to tell you how you can do this.
You have already sent me a letter about the BBA legal action, what happens now?
If we had previously sent you a letter saying that we could not reach a decision on your complaint pending the outcome of the Judicial Review, we will now be revisiting your complaint. Complaints will be revisited in the order that they were received by us, and we will give you a decision on your complaint as soon as possible.
You do not need to do anything in the meantime - we will send you a decision as soon as we can.
I’ve already made a complaint but have not heard from you, what happens now?
If you only complained in the last few days, we will send you an acknowledgement letter soon and send you our final decision as soon as possible. If you have already had your complaint acknowledged we will issue a final decision as soon as we can. You do not need to do anything in the meantime but if you have any queries please contact us using the details above.
Will I be compensated for any delays in resolving my complaint?
We are committed to resolving complaints as soon as possible. If there has been a delay in processing your complaint we will make sure any interest is back dated so you do not lose out if we uphold your complaint.
Can I still buy PPI?
Although we no longer sell the majority of our PPI products, if you have protection needs please visit one of our branches or speak to one of our telephone call handlers and we will be happy to discuss how you can best protect yourself.
I still hold a PPI policy, is my cover affected by this?
No, your cover is not affected by any of this. If you wish to make a claim under your policy please follow the steps described in your policy documents.
I was sold a PPI policy but cancelled it. Can I still make a complaint?
Yes, you can still make a complaint about how your PPI policy was sold even if you have cancelled it using the details above. As above, we would urge you to complain directly to us for free rather than using a CMC as this may help save you money.
I have already made a complaint to you about my PPI policy and had it rejected, will you be re-opening my complaint?
No, this does not affect any previous decisions issued by us.
Does this affect any complaints I have made about products other than PPI?
No, the Judicial Review is limited to PPI mis-sale complaints only. Any other complaints you have made to us on other products are unaffected by the above.
For NatWest Bank
NatWest Payment Protection Insurance (PPI)
For Royal Bank Of Scotland Bank
Payment Protection Insurance (PPI)- RBS - The Royal Bank of Scotland
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