PPI Complaint FAQs

We are not carrying out a proactive review of PPI sales made prior to 14 January 2005. These sales were made before the introduction of FCA regulations.

However, if you wish to make a specific complaint about a PPI policy sold before 14 January 2005, your complaint will be investigated in a consistent manner and the case will be reviewed accordingly.

What if I was sold PPI before 2005?

If you wish to make a specific complaint about a PPI policy sold before 14 January 2005, your complaint will be investigated in a consistent manner and the case will be reviewed accordingly.

How do I make a new PPI complaint?

You can either call us on 0330 159 9610* or write to us at;

NRAM Customer Operations
PO Box 624
Durham
DH1 9JH

Should I use a Claims Management Company to make my complaint?

Rather than talk to a Claims Management Company (CMC), you can find all the information you need about raising a complaint about how your PPI policy was sold on this page. Your complaint will be assessed in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with a Claims Management Company. Further information on CMCs can be found in a joint note from the CMC Regulators (Ministry of Justice), the FCA, the FOS and the FSCS, you can also get independent guidance on how CMCs work by visiting the Which? website.

What happens once I have made 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.

Does the complaint process affect my personal loan or PPI policy?

Making a complaint about your PPI Policy will not affect the terms of your personal loan in any way. However, if your PPI policy is still active and compensation is due, your PPI policy will then be cancelled and removed from your loan and the protection you currently have will be lost. It would be your responsibility to obtain alternative protection elsewhere if you felt it was required.

How long will I have to wait to hear about my complaint?

We will endeavour to resolve your complaint as quickly as possible; however FCA guidelines do allow this process to take up to 8 weeks, although our normal timescales are quicker than this.

We will contact you in writing as soon as we are in a position to offer a resolution to your complaint, or if we need further information from you in order to review your case.

Can I check on the progress of an existing complaint?

If you call us to check on the progress of an existing PPI complaint we will not be able to give you any further information about the progress of your case.

If you have an existing PPI complaint you do not need to do anything. We work hard to resolve all complaints as soon as possible and will respond to your complaint, in writing, within the timescales we have previously provided.

What can I do if I am unhappy with the outcome of my complaint?

If, for any reason, you are unhappy with our decision you can contact the Financial Ombudsman Service (FOS).

The FOS website www.financial-ombudsman.org.uk provides additional information on PPI complaints and on how to refer our decision for consideration if you are unhappy with it.

The Financial Ombudsman Service (FOS) will review your complaint using information both provided by yourself and by NRAM and will come to an unbiased and independent decision.

If you refer your complaint to the FOS before we have had 8 weeks to respond to your complaint, the FOS will refer the complaint to us to allow us the full 8 weeks to make our decision.