Common questions about PPI checker
Do I have to use the PPI checker if I have my PPI policy details or reference numbers?
No. The PPI checker is solely for people who aren’t sure if they were sold a PPI policy. It’s designed to help the business find the old loan or credit documents so they can then fully investigate a complaint. If you’ve got the documents already you can use our complaint tool immediately.
Why can’t I just use the complaint tool straight away?
If you already know you had PPI and were mis-sold then you can! We've built our PPI checker to help people that don't know whether they had a PPI policy.
Is it not better to use a claims management company?
No. Claims management companies charge for the use of their services. Typically, PPI claims management companies offer PPI claims for a 10% fee, although some charge up to 20%! It may seem like a good deal, but there is no need to pay a claims management company for a PPI claim. Resolver is completely free, and doesn't take any commission if your claim is successful. The PPI reclaim process is quick and easy, allowing you to make the claim yourself without having to pay someone else to fill in just a few simple forms.
Regulations and useful things to know
PPI is a regulated financial product. This means that a business must be regulated by the Financial Conduct Authority (FCA) to sell you a policy and underwrite the insurance.
Selling insurance (broking) has been regulated from 14 January 2005. All sales made on or after this point must be addressed by the business that sold you the policy, even if it is no longer trading. They are obliged to follow the regulations set down by the FCA and they have to tell you about your statutory right to go to the free Financial Ombudsman Service (FOS) if you are unhappy with their response.
The rules covering PPI sold prior to 14 January 2005 (briefly):
- If a large bank or insurance complaint sold your product you should be able to pursue a complaint even if the policies were sold much earlier. This is because these businesses have ‘compulsory jurisdiction’.
- If the broker was a member of a previous trade body, then you can make a complaint from the date it became a member. Both the FCA and the FOS can check their database to confirm if this is the case.
- If the firm wasn’t regulated when it sold you the policy you should still complain, but you might not be able to take the case to the FOS.
- If the firm has gone bust, then you could take your complaint to the Financial Services Compensation Scheme.
Usually, the Statute of Limitations Act sets out the deadlines after which you must make a complaint. But with financial complaints there are other deadlines that mean you have more rights.
The FCA have stated that as of 29 August 2019, all PPI claims will stop. So, you must make your complaint before this date.
The FCA’s complaint handling rules say that you have:
- Six months from the date the business sends you a final response letter to your complaint. This should clearly state that you have six months to go to the ombudsman if you’re not happy.
- The complaint must have been made six years from the event the you are complaining about – or –
- Three years from when the point you knew, or could reasonably have known, that there was a problem.
These last two points are known as the ‘six and three-year rule’. It sounds complicated, but in practice it means that even if you were sold a policy over six years ago by a regulated business, you’ve got three years from the point you realised that there was something wrong to make a complaint.
Because of the scale of PPI mis-selling banks began to write to their customers with warning letters, telling them that they had three years to make a complaint. If you received one of these letters but over three years have passed, they may argue your complaint was time barred – and under the rules they don’t have to look at it.
You should still make a complaint regardless, though if your complaint goes to the financial ombudsman they will need you to give reasons for not making a complaint in time.
Common questions about PPI
I don’t know if I was mis-sold PPI, what should I do?
If you’re not sure if you had PPI, then you’ll need to contact the business that sold you the loan or credit agreement and ask them what documents or information they have on file. They business has to tell you the truth, but the older your policy, the harder it may be to track things down. Resolver can help you make contact with the business so get started your PPI reclaim here.
If you can’t remember who you had loans or credit agreements with, then you’re out of luck. There’s no ‘central database’ for PPI sales, so you’ll have to cast your mind back or raid those drawers stuffed with old paperwork.
I’ve not got my documents; can I still complain?
Yes, you can, but you’ll need to find some proof of the sale. Get in touch with the firm through Resolver and ask them to check their records. They may have file notes, scans, copies of original documents or other references to your loan or credit agreement, all of which could indicate if PPI was sold with the policy.
What if the business refuses to give me my documents?
If the business is being difficult, you can make a request under the Data Protection Act for the information. This is known as a ‘subject access request’ and the firm is obliged to comply with it. They can charge you up to £10 to do this. Here’s some information from the Information Commissioner’s Office on how to get started.
An easier way around this is to ‘escalate’ your PPI reclaim to the Financial Ombudsman Service. The business has to give the ombudsman the documents they need to investigate the reclaim, so you’ll get them anyway. We’ll pass your full PPI reclaim file to the ombudsman if the firm refuses to help.
How do I find out who to complain to?
You’d think this would be simple and in many cases it is. But things do get tricky sometimes because of the way PPI sales were subcontracted to various other businesses. So complaining about PPI on a storecard can be very complicated at first glance, because loads of businesses might actually be responsible for the sale, depending on the date you were sold the card.
In simple terms, if you have the rough date you took out the credit agreement and the name of the company you bought if from, it’s possible to search a database of regulated firms to find out who should deal with your reclaim. This isn’t always easy to do so you can call the Financial Conduct Authority (FCA) or the Financial Ombudsman Service (FOS). They can check the database for you.
How does the complaint process work?
It’s so easy to make a PPI reclaim, you’ll wonder why you didn’t do it before. Fill in our simple online form using our PPI reclaim tool. Start by typing the company name. It’ll take a few minutes, but we’d encourage you to write down as much as you can remember – every little bit helps.
We then send the information to the business at their head office and they’ll investigate your complaint. They have a maximum of eight weeks from the moment we contact them to resolve your complaint. If they don’t respond, you can automatically appeal to the financial ombudsman. If you’re not happy with the response from the firm, you can automatically go to the ombudsman too. The ombudsman is free, so you don’t lose out by taking it further.
The business says they don’t have any records because it was over 6 years ago, what can I do?
As a general rule, a financial business will keep documents and records for up to six years after the loan or credit agreement has ended. But that doesn’t mean that after this point nothing will remain on file. Financial businesses often have documents kicking around from much further back – and we expect them to thoroughly check.
If nothing turns up you can still go to the ombudsman – they might unearth more information. But being realistic, if ultimately no evidence can be found, your claim is likely to fail.
What if the business that sold me PPI has gone bust?
If the firm that sold you the PPI was regulated at the point it sold you the policy – and if it has formally filed for bankruptcy – then the Financial Services Compensation Scheme (FSCS) can potentially look at your case. The FSCS was set up to help people in exactly this situation and they can pay out up to £85,000 from a fund to cover bust businesses. But they still need to investigate your situation as a reclaim – so you’ll need to explain why the policy was mis-sold to you.
Financial Services Compensation Scheme contact number is 0800 678 1100
I’ve signed up with a claims management company, what can I do?
Once you’ve signed a contract, there’s not much you can do – even if the firm does precisely nothing to get you your money back. We’re sorry to say that we’ve heard some horror stories from people who’ve given up on their claims managers, made their own claims, won – then been threatened with legal action by the claims manager for their share of the money. This is absolutely unacceptable and is one of the many reasons why you should never use claims managers.
To be fair, not all of them are so disreputable. But in the last few years, hundreds have been banned from carrying out claims manager services by the Claims Manager Regulator. So always report poor service.
You can make a complaint to the Legal Services Ombudsman about claims managers so if you think you’ve been misled in to signing a contract, carry on with our PPI complaint but make a complaint to the ombudsman as soon as you can.
How do claims managers know how much money I will get?
They make it up. Yes, you heard that correctly. That text telling you you’re entitled to £3258.25 compensation. Total fabrication. How do we know this? It’s impossible to know how much compensation you might get until your case is investigated, the kind of PPI and how it works is assessed and interest is added. We can’t say this enough – don’t trust claims managers.
Why are you writing to the wrong firm?
When you get in touch with Resolver, we’ll send your reclaim to the firm you tell us sold you the policy. But that firm might have subcontracted sales to another business or used multiple sales agents from other companies over the years. If a business tells us they didn’t sell your PPI, we’ll do our best to get the PPI reclaim to the right firm. But failing that, we can help you escalate the case to the financial ombudsman who can also do this for you.
How do I know if my compensation is correct?
It’s not simple at all to definitively know if your offer is correct. If you were sold PPI with a loan it’s likely you have a ‘lump sum’ policy, which means the PPI was added in a big chunk to your loan, then interest was put on the top. These are really straightforward compensation offers. But compensation on credit cards and other forms of credit involve incredibly complicated calculations that work out what money you would have had if the PPI hadn’t been added each month.
The FCA has set the rules about compensation and the ombudsman also follows these to the letter. If you’re not sure about an offer, ask the firm to confirm in writing that they have followed the FCA compensation guidelines and get them to send you the calculations. If they confirm in writing they have, the compensation should be correct. Read more here on FCA's PPI publication
What does the Plevin case mean for me?
You might hear lots of discussion about a PPI complaint that went to the Supreme Court. The case – Plevin v/s Paragon Personal Finance Ltd – was about large amounts of commission paid on a PPI sale. The customer won and the decision had huge implications for everyone sold a policy.
The case is extraordinarily complicated, so the FCA spent some time thinking about how the decision should be implemented and what it meant for everyone. Here’s what they decided:
If you have not complained about PPI and want to complain about undisclosed high commission, you should consider:
- whether you may also have been mis-sold PPI. Your provider will consider undisclosed high commission as part of a mis-selling complaint even if you don’t mention it
If you have already complained about being mis-sold PPI you should be aware that:
- if your complaint was rejected you may be able to make a new complaint about undisclosed high commission – contact your provider
- if your complaint was successful and you received some or all of your money back, you will not receive further compensation for a complaint about undisclosed high commission as there is no remaining loss that you need to be compensated for
- if you complained about PPI after late 2015, your provider should already have told you in writing whether it will consider undisclosed high commission as part of your complaint – check your paperwork or contact your provider if you aren’t sure
When is the deadline and is it a final deadline?
You can make a PPI mis-selling claim about a product sold at any time, but the process is simpler if the product is currently active, or has been active in the past six years
The 29th August 2019 is the deadline of PPI reclaims - after this date, a refund claim won’t be accepted. If you think you might be owed a PPI refund but aren’t sure, read our guide below on how to find out if you’re eligible and what to do if you are.
Our free PPI service has been featured on many respected news sites.
The Financial Times highlighted the fact that consumers "should not be tempted to use a complaints management company” as they take a hefty slice of any money you might receive, whilst Resolver is 100% free.
The BBC singled out Resolver as a great way to make a PPI claim.
Paul Lewis, the well renowned financial journalist, explained that consumers "could now be eligible for compensation averaging around £3,000” and later went on to recommend Resolver as a great way to reclaim mis-sold PPI.
Paul Lewis, also wrote an article for FT, warning consumers on financial scandals where he recommended Resolver for claiming on mis-sold PPI.
Check out our Facebook page to see some of the things people have said about Resolver’s PPI tool. Don’t forget to Like our page to stay up to date with all the latest consumer news (it’s also a great way of supporting our free service).
Read how a self-employed IT consultant successfully reclaimed £45,000 using our free tool.