PPI Review FAQs

If you have recently contacted us to request a review of the sale of your Payment Protection Insurance (PPI) policy please be aware that fully reviewing the circumstances surrounding sales of PPI policies is taking longer than expected. We apologise that we have not yet been able to provide you with a detailed outcome.

Please be assured we are taking all reviews seriously and will ensure all relevant information is taken into account. We expect to be able to provide you with a response within the next 8 weeks but will endeavour to complete our review as soon as possible.

Similarly, due to the large volume of PPI payments being made to customers we are experiencing slight delays in processing some refunds. If you have accepted an offer for a refund but have still not received this payment, please be assured that we are dealing with your request and will contact you in due course. We apologise for this delay and thank you for your patience.

I have received a letter from NRAM regarding my PPI, what happens next?

We have proactively contacted all customers who were sold PPI with their unsecured loan by Northern Rock between 14 January 2005 and 31 March 2008. If you would like NRAM to carry out a review of your PPI policy you should follow the instructions provided in the letter and return this to enable us to investigate your case.

I have requested a review of my PPI policy, how long will it take to hear back from you?

Please be assured we are taking all reviews seriously and will ensure all relevant information is taken into account. We expect to be able to provide you with a response within 8 weeks but will endeavour to complete our review as soon as possible.

I've received an offer letter. How has the amount been calculated?

The exact amount of any offer depends on individual circumstances and you should call us on 0845 609 9610* if you want to discuss.

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

Requesting a review of 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.

I’ve accepted your offer but have yet to receive payment. What should I do?

We would normally expect to make payment within 28 working days of receiving your acceptance of our offer. If there are any processing delays, we will continue to add interest up to the date we actually make payment, so you will not suffer any loss.

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

If, for any reason, you are unhappy with our decision you can contact us to make a complaint.

The quickest way to resolve your complaint is to contact the department concerned by telephone.

Mortgages 0845 609 9610 lines are open 8am to 5pm Monday to Friday and calls may be monitored or recorded.

Alternatively, you may contact our Customer Relations department

In writing to:
NRAM Mortgage Operations
PO Box 624
Durham
DH1 9JH

By e-mail to: customerrelations@n-ram.co.uk

However you choose to contact us, where we cannot resolve the problem there and then, we will promptly acknowledge your complaint in writing. We will aim to resolve your complaint within eight weeks, keeping you informed of progress. If there is any reason for a delay in responding, we will let you know.

If after receiving our final response you are not satisfied, or if eight weeks have passed since you first raised the matter with us, you have the right to refer your case to the Financial Ombudsman Service. We will send you details of how to contact the FOS with our final response.

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