PPI complaints

Northern Rock offered Payment Protection Insurance (PPI) with mortgages and loans until June 2009. These policies were designed to cover the customer's mortgage or loan repayments in the event of an accident, sickness or unemployment. The policies were sold by Northern Rock on behalf of insurance providers.

If you think you were mis-sold PPI, or you want to find out if you purchased PPI, please read the information below.

Please note - if you have already received a full refund of PPI premiums for being mis-sold a PPI policy by Northern Rock, then no further compensation is due to you, so you do not need to contact us.

If you need additional support, such as correspondence in a different format, or just to speak to someone we can help >

Do I have PPI?

If you were sold a PPI policy by Northern Rock, you may be entitled to compensation.

Northern Rock sold a range of PPI policies on behalf of different insurance providers.

If you are unsure whether you purchased PPI from Northern Rock, you can contact us.

I want to complain

If you have PPI and feel that your policy was mis-sold, you need to fill in a PPI questionnaire.

Download a form

If you prefer to complete a questionnaire by hand, you can download and print a form here – send your completed questionnaire to:

NRAM Mortgage Operations
PO Box 625
Durham
DH1 9JJ

Receive a form through the post

Call us on 0330 159 9610* and we will be happy to post a copy of the questionnaire out to you.

Undisclosed/high commission charges (Plevin v Paragon Personal Finance Ltd)

The Financial Conduct Authority (FCA) has been assessing the industry approach to PPI mis-selling complaints. In November 2014, the Supreme Court ruled in Plevin v Paragon Personal Finance Ltd that a failure to disclose to a client a large commission payment on a single premium PPI policy made the relationship between a lender and the borrower unfair (under section 140A of the Consumer Credit Act 1974).

In March 2017, the FCA published their final rules and guidance in PS17/3 'Payment protection insurance complaints: feedback on CP16/20 and final rules and guidance'. The new rules come into effect on 29 August 2017. Until then, firms will still be able to explain to complainants that they cannot yet provide a final response for complaints that could be affected. We will update this website page nearer this time, including details of how to complain if you believe that information about commission payments we received were unfairly withheld from you.

A link to the FCA final rules and guidance can be found here:

Please note - if you have already received a full refund of your PPI premiums for being mis-sold a PPI policy by Northern Rock, then no further compensation would be due as a result of any commission that had been charged, so you do not need to contact us again.