Complaints procedure

At the PPI Team we aim to provide you with the best possible service whilst handling your claim but we know that sometimes things can go wrong. When this happens, we want to know immediately. 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.

How to make a complaint

If you do need to contact us with a complaint you can do so by phone, email or in writing using the details below:

In writing:
FAO Complaints Department
The PPI Team
Adamson House, Pomona Strand, Old Trafford, Manchester, M16 0TT

By phone: 0800 849 8060
By email:

We reserve the right to decline to consider a complaint that is made more than six months after you became aware of the cause of the complaint. There may be instances where we will waive this requirement at our discretion. We will confirm to you in writing if a complaint has been made outside the time limit that we are prepared to consider.

To help us investigate fully, please provide us with as much information as you can about your concern including your reference number, full contact details and the dates involved.

We take every complaint seriously

Once we understand your complaint we will do all we can to put things right. If we cannot fix a complaint immediately we will respond to a complaint within five (5) business days with a written or electronic acknowledgment and identify to you the person who will be dealing with the complaint. Wherever possible, that person will not have been directly involved in the matter which is the subject of the complaint, and will have authority to settle the complaint.

Within four (4) weeks of receiving a complaint, we will send you either:

a) A final response which adequately addresses the complaint; or
b) A holding response, which explains why we are not yet in a position to resolve the complaint and indicate when we will make further contact with you.

Within eight (8) weeks of receiving a complaint we will send you either:

a) A final response which adequately addresses the complaint; or
b) A response which:

i. Explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response; and
ii. Informs you that you may refer the handling of the complaint to the Legal Ombudsman Service if you are dissatisfied with the delay.

Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress, which you accept. Appropriate redress will not always involve financial redress, but could involve an apology or another suitable form of redress.

Referring your complaint further

If after receiving our final response you remain unsatisfied, or we have not resolved your complaint after 8 weeks you can refer your complaint to the Legal Ombudsman.

The Legal Ombudsman can investigate complaints up to six years from the date of the problem happening or within 3 years of when you found out about the problem. If you wish to refer your complaint to the Legal Ombudsman this must be done within six months from the date of our final response to your complaint.

If you would like more information about the Legal Ombudsman their contact details are as follows:

In writing:
Legal Ombudsman
PO Box 6804

By email:

By telephone: 0300 555 0333 between 8:30am – 5:30pm

Calls to 03 numbers will cost no more than calls to national geographic numbers (starting 01 or 02) from both mobiles and landlines. Calls are recorded and may be used for training and monitoring purposes.

Via their Website: