We try to answer all your claim questions on this website. There is one section
of FAQ for each stage of your claim.
GENERAL PPI CLAIM QUESTIONS
If you have requested a claim pack, this section contains answers to common queries
When my PPI claim is successful,
how much will I receive?
How long will it take to receive
a PPI claim pack?
Our average claim is over £3,000 and our largest PPI claim was £89,446.
Are your forms hard to fill out?
We will send out pre-populated claim packs by post once you have spoken to us.
It's best to speak to a trained claims advisor to ensure that you are claiming
for all your eligible PPI refund. This brief conversation also ensures we have
the full picture in order to fight your complaint for you in the long run.
We will then post your claim packs, (and a return envelope) with most of the
information completed. You will simply need to finish and return the forms.
If you see something that you want to change, make the amendments to the form
in black ink and write your initials next to them.
• If you have claimed online and we have not been able to contact you, we will
automatically post your claim packs, one for each loan and card on which you
are submitting a claim.
The forms contain only the information we need to process your complaint.
Once completed please return each pack to us at our freepost address:
1C Riparian Way,
Will I need to pay anything upfront?
No, the only essential information that we need is the bank / card company name, account number and your signature. As long as you have signed next to each orange arrow and the account details are on there, we can process the PPI claim. All you need to do is:
1. Check we have your details correct on each form.
2. Complete and sign each declaration including 'Terms of Service',
'Letter of Authority', and 2 x 'Financial Ombudsman Service' forms
(2 signatures are required for a joint loan or card).
3. Tick the main reasons why you believe you may have been mis-sold each PPI policy.
4. Locate any missing policy numbers simply return to us and we will complete your claim process for you.
Does a claim affect my credit rating?
Definitely not. We operate on a no win, no fee basis. ‡
Do I need to have paid off my loan,
card or mortgage off before I can claim back PPI?
Making a PPI refund claim will not affect your credit rating in the slightest. If
we reclaim any money, it is only money that you deserve and money that the company
has admitted taking off you unlawfully.
Can I claim back myself?
It does not matter whether the card/loan is outstanding or paid off. As long as you
have made a payment in the last 6 years, we can make a claim and help you get your
How do I know if I've been mis-sold
Yes, of course you can. You can write to your bank/lender. If you are subsequently
unhappy with the outcome, you can ask the Financial Ombudsman to look into this for you.
Details can be found on the Financial Ombudsman website.
If feel you haven’t the time or the confidence to handle the claim yourself, that’s where
we come in! We make the process as easy as possible and will fight to win back every penny
We take care of everything. Whenever appropriate we will also refer a PPI complaint rejected
by your bank to the Financial Ombudsman Service and continue to pursue your claim.
Will you claim back 100% of my PPI
A large proportion of PPI policies have been mis-sold. Many thousands of consumers
do not even realise they have a case to claim PPI. A list of instances where the
banks routinely misled on PPI includes:
• Banks didn't tell you that you could buy a PPI policy elsewhere
• Costs of PPI were not fully explained, or sold without explaining you would be borrowing money to pay for it
• Customers may have thought agreeing to the PPI policy was mandatory or would contribute to the likelihood of being accepted for the loan
• Policies for PPI were sold to the retired, self employed or unemployed, who in many instances weren't eligible to claim!
• Terms and conditions for PPI weren't explained properly
• Customers were presumptively sold PPI
• Many customers already had PPI protection cover and the bank didn't check
• Banks did not highlight the circumstances in which customers couldn't make a PPI claim
What is your fee?
Yes, and this will be repaid to you in full, less our fees.
If I've closed my account some time
ago, can you still help me make a PPI claim?
There's nothing to pay upfront. Only when we are SUCCESSFUL and we've recovered
all your PPI premiums, plus compound interest you may have paid on the premiums,
interest (normally at the rate of 8% simple per annum) to any excess payments made
on the loan, and, if possible, an inconvenience payment we take a 30% fee plus VAT.
Can you still help me if I've already
started a PPI claim against my bank / card company?
Yes. In most cases, we can reclaim charges for the past ten years irrespective of whether the account is still open.
Is there a charge if I want to cancel?
As long as you have not taken your case to the Financial Ombudsman Service, or another
claims service we usually can. To enable us to take over the litigation, we require
all the documentation by recorded delivery post. But please call us first to discuss
your individual situation.
Will I be charged if my PPI claim
You may cancel the signed agreement by providing written notice to us within 14 days of the date
of the commencement of the instruction. It is recommended that you send any notice of cancellation
by recorded delivery post. Any termination after this period will be at our absolute discretion,
which will be exercised by us in exceptional circumstances. Please read the Terms and
Conditions within your claim pack for further details.
IF YOU HAVE RECEIVED A CLAIM PACK
If you have requested a claim pack, or you are about to make a claim, this section contains answers to common queries we receive.
Why have you sent several packs?
Can I get help to complete the PPI
If you have multiple complaints we have to address each bank / card PPI sale separately.
This means we will require duplicate claim packs. Even within one bank group, we
will need to complete individual claim documents to fight each policy you were sold.
The bank / card company don't have
any records for me. How can I get my account number?
If there are any questions you have regarding claim pack forms, check if they are
covered on this website. If you still need assistance call an advisor on 0844 880 0648. If you have 4 or more claims to make we can send someone to help you complete
the necessary forms in person.
How long will my PPI claim take?
How long does the process take?
By law, the company has to keep your details for 6 years, so if you have made a
payment within that time, they have to give you the account number. If they won't
give you it over the phone, you can request your account number in writing.
Who are Investor Compensation? / How
do I know you will be professional and get my money back?
Claim time varies depending on each complaint. The banks (now failed) request for
a Judicial Review on PPI claims caused backlogs across the Financial Services Industry,
but this issue is now declining as past claims are met. We aim to file a full complaint
for you as quickly as possible. The complete process depends hugely on how long it
takes each bank / card company to handle our original complaint. We petition them
to handle complaints more quickly. Credit companies have 8 weeks to reply by law,
which could extend the full claim process to payment to 12-16 weeks.
Who are PPIClaimback? / How do I know
you will be professional and get my money back?
You may have had, or will receive communication from 'Investor Compensation' to
complete your claim. PPIClaimback and www.PPIclaimback.co.uk
is a trading style
of Investor Compensation (UK) Ltd. See company information.
Within our group
company 'Investor Compensation (UK) Ltd' we can also help you with other claims
you may be entitled to make.
Investor Compensation has been established since 2003,
(and making consumer claims since 2007), it is a leader in compensation claims.
We are regulated by the Ministry of Justice in respect of regulated claims management
activities (Number: CRM28889) our registration is recorded on the website www.claimsregulation.gov.uk
. We have already processed over 50,000 claims and had over £122 million refunded
for our clients.
What happens next, after I return
my PPI claim pack(s)?
PPIClaimback is a trading style of Investor Compensation (UK) Ltd.
See company information
Investor Compensation has been established since 2003, (and making consumer claims since 2007), it is a leader in compensation claims. We are regulated by the Ministry of Justice in respect of regulated claims management activities (Number: CRM28889). We have already processed over 80,000 claims and had over £122 million refunded for our clients.
CLAIM PACK RETURNED / STATUS UPDATES
When we receive your claim paperwork we will take care of your complaint from here on in. We will collate information on each claim and notify the bank / card company of each of your complaints. We will let you know that the claim process has started via phone, letter, or email. Please ensure you notify us of any change in your contact details so that we can keep you informed throughout.
If you have returned your PPI claim pack and have any questions on the next steps
or what is happening with your PPI claim, here are some answers to frequently asked
I have received correspondence from
my bank in relation to my PPI claim, what should I do?
I returned a PPI claim pack. Why
haven't I heard from you?
Please do not hesitate, send any claim correspondence into us at our freepost address:
1C Riparian Way
Crossings Business Park
IC Customer Correspondence
PO Box 6807
How do I know what is going on with
my PPI claim?
If you haven't heard from us, it is likely that we haven't received a final response from the lender, (bank / card company), and that we are currently in the process of obtaining this from them. We will, of course, try to send regular texts and emails to keep you in the loop with the major steps of your PPI claim.
If anything is missing or unsigned, when we review your PPI claim pack, we will contact you to complete the information we need.
I can't find my policy number – can
I still claim PPI back?
We will, as standard service, notify you at each main stage of progress with your
We plan to update this site with a 'My Claim' status section. In the meantime if your question is not
answered here on the website, and you have an ongoing claim, please feel free to call us on our Customer
Service line 0844 880 0648 or Email:firstname.lastname@example.org
We may also contact you if we need any information from you during the claim. We may contact you by phone, text or email, so it is important that you keep us updated with any changes in your contact details.
What is an Upheld Letter?
You can make a PPI claim without your original loan / card agreement. However we do still need a policy number to prove you purchased PPI. Try these to track yours down:
• Online banking
• Loan / card agreements
• Call or write to your local branch
If you find your policy number, call us on 0844 880 0648. If you can't
find it, let us know anyway and we may be able to help.
What is the best contact number once
I have started a PPI claim?
An 'Upheld Letter' is the lenders' (bank / card company) way of saying they are
willing to offer settlement on your case. Sometimes there is a requirement to
sign an acceptance form.
It is perfectly normal that the actual offer isn't stipulated on this correspondence.
The bank / card company has to calculate the offer and they do this upon receipt
of the acceptance form.
If there is an offer amount, it is important you tell us as soon as possible. While
we should have a copy of the upheld letter, please call us just in case (0844 880 0648).
We only have a few days in which to contest the full amount of any offer.
If your question is not answered here on the website, customer service for PPI claims in
progress can be reached
on 0844 880 0648.
If your PPI complaint is accepted and you have received your offer of claim settlement,
or a payment, these are the most frequently asked questions.
I have had an offer letter. What
do I do? Why do you need to check it?
If the offer is full and fair what
Sometimes the bank's figures are different to those we believe you should be receiving
for your PPI claim. We will need to question incorrect figures immediately, in order
to ensure you do not lose your money. To ensure quick settlement, please call 0844 880 0648.
How do I give feedback?
I have had a payment into my account
from my bank, is that it?
Once we are happy that the full and correct offer has been made to redress your
complaint, all that remains is for us to ensure you are paid your money back. Each
bank and card company will make payments in different ways. Some will make a payment
at the same time as the offer, and others will require an 'offer acceptance' signature.
We will try to ensure that you are paid quickly. If you would like to give feedback
see 'How do I give feedback?'.
I have received an invoice or a call
from you for your payment. Why is that separate?
If there is a payment, it is important you tell us as soon as possible. While you
will have had compensation, it is important that the amount is checked. Please call
us just in case (0844 880 0648). We only have a short period in which to contest the
full amount of any offer.
When will I receive your invoice?
Our fees will not be paid by the banks. Therefore, under our contract, you will need
to pay the invoice we send you. See also 'How do I pay or discuss an invoice?'
How do I pay or discuss an invoice?
Only once the offer has been accepted, and we are happy with it, will we calculate
our fees and send you an invoice. Please keep aside the claim money needed to pay
the invoice. It's possible that our invoice may arrive just before the banks final
payments. Obviously you can settle the invoice from those payments.
We require payment within 14 days from the date of the invoice.
• Credit & debit card payments are welcome; Online at:
or over the phone on
0844 257 0269.
• Cheques and postal orders can be made payable to 'Investor Compensation'.
• You can also make payments directly to our account. Account Number: 80252859 Sort Code: 20-11-88
Please remember to quote your name and reference with all payment methods.
Please call 0844 257 0269 if you need to discuss an invoice or payment.
If you have had a letter rejecting your complaint, or your claim has been sent to
the Financial Ombudsman Service (FOS), here are some answers to frequently asked
What if my claim is rejected?
How do I appeal my banks decision
on my PPI claim?
Some claims can be rejected by the bank / card companies.
If you receive a letter from your bank rejecting your complaint, you must let us
know as soon as possible. We should have been sent a copy also. However, it's important
that we hit the deadline for any appeal we can make to the Financial Ombudsman Service
(FOS). We will address any points raised by the banks on your behalf.
Will I be charged more if I appeal?
Where we feel you have a strong case, we will refer your case to FOS for you. If
you have not already received one, you may be sent an additional PPI consumer questionnaire
form to complete. Should you need help completing the FOS consumer questionnaire form
click here to download
a step by step PPI consumer questionnaire guide,
or you can call 0844 88 00 648 to
speak to a claims advisor who can help with this document.
How long will my appeal to the Financial
Ombudsman Service (FOS) take?
No, our fee covers any additional work. However, we try not to pursue claims we
do not think will be good use of our or your time to pursue.
What is the Financial Services Compensation
Normally FOS only becomes involved in order to settle a dispute. As a guideline they
are advising that it could take a maximum of 12 months in these cases. However, they
will make an initial assessment on the disputed PPI claim within 3 to 6 months. We
will act on your behalf, and stick with claims that we believe need referring to FOS.
In some cases we have to refer cases that are not rejected, but where the company
who sold you the PPI policy has gone out of business. The FSCS is the independent
organisation that handles these PPI complaints. It will review your claim in a similar
way to the banks.
MY QUESTION ISN'T ANSWERED HERE
Please check all sections of our online FAQ. If your questions are not answered
here, you can call us on 0800 954 0817.
If you have an ongoing claim, please feel
free to call us on our Customer Service line 0844 88 00 648 or
‡ Fee payable if case is not pursued at client’s request.