Complaints procedure

At the PPI team we aim to provide a professional and prompt service in every aspect of handling your claim but we know that sometimes things can go wrong.

If you do need to contact us with a complaint you can contact us by phone, email or in writing at:

We take every complaint seriously

We don’t just want to resolve your complaint, we want to learn what went wrong and how we can stop the same issue happening again. That’s why it’s important for you to provide us with as much information as you can about the problem including your reference number, full contact details and the dates involved.

Your complaint will be acknowledged within 5 working days of receipt and in line with The Legal Ombudsman Scheme Rules we will provide you with a full and final response within 8 weeks.

If it is not possible to resolve the complaint within the initial 4 week period you will still receive a full explanation as to the reasons and a full and final response within 8 weeks.

Referring your complaint further

If after receiving your final response you remain unsatisfied we would ask you to refer your complaint to The Legal Ombudsman at:

  • 0300 555 0333 (open 8:30am to 5:30pm Mon-Fri)
  • Legal Ombudsman, PO BOX 6806, Wolverhampton, WV1 9WJ

The PPI Team is fully regulated by the Claims Management Regulator in respect of regulated claims management activity.