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Payment Protection Insurance (PPI)

PPI complaints deadline 29 August 2019

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If you are unsure whether you had a PPI policy, you can contact us to check. If your check comes back positive and you wish to make a complaint about its sale, you can then move to complain.

You must allow 30 calendar days for your PPI check to be completed, before making a complaint ahead of the deadline.

We are responsible for investigating PPI complaints for the following brands:

  • Co-operative Bank
  • Smile
  • Britannia
  • Platform Home Loans
  • Northern Rock Credit Cards with card numbers starting 4124
  • We currently do not have a Payment Protection Insurance product to offer alongside new products.

You can get advice on Payment Protection Insurance and other insurance products by visiting the Financial Conduct Authority (FCA), Financial Services Compensation Scheme (FSCS), Money Advice Service (MAS) and Citizens Advice.

We recognise that some customers feel concerned about PPI, especially if they believe it was mis-sold as part of a loan, credit card, overdraft or mortgage.

At The Co‑operative Bank, we are committed to dealing with your complaint fairly and promptly. We will try and resolve your complaint straight away, when you first contact us and will keep you informed of our progress throughout.

Complaining about your PPI is your legal right. A PPI complaint will never affect your relationship with us or negatively affect your credit score rating.

What is PPI?

Payment Protection Insurance is designed to cover unsecured loans, credit cards, overdrafts or mortgages.

The Co‑operative Bank no longer sells PPI for loans, credit cards, overdrafts or mortgages. However we still advise customers to consider how they’ll make repayments in the event of redundancy, unemployment or an accident.

What is PPI commission (Plevin)?

In November 2014, the Supreme Court ruled in Plevin v Paragon Personal Finance Ltd (Plevin) that a failure to disclose to a client a large commission payment on a PPI policy made the relationship between a lender and the borrower unfair. This is because the whole amount of commission did not go towards the insurance, as a portion would've been payable to the Bank or broker.

The Plevin ruling applies to PPI policies that cover credit agreements where sums are payable, or capable of becoming payable under it on or after 6th April 2008.

Am I able to make a PPI complaint or enquiry online?

You can use our online PPI form to:

  • check if you have had PPI.
  • make a new complaint about the sale of your PPI.
  • make a complaint about PPI commission (Plevin)

If you submit a PPI query after 29th June 2019 and the Bank subsequently locates PPI, we will automatically raise a complaint, without requiring you to take further action. Once a complaint is raised we will contact you to discuss the sale of your PPI product.

You can submit your complaint or query using our online PPI form

We're Digital Accessibility Centre (DAC) accredited, if you need any further information please visit our accessibility page.

digital accessibility centre accreditation certificate - link opens in a new window

Our PPI website is compatible with the following assistive technologies:

  • JAWS screen reader
  • NonVisualDesktop Access (NVDA) screen reader
  • Dragon voice activation software
  • ZoomText magnification
  • VoiceOver
  • TalkBack
  • iPad -Zoom feature

You can make a PPI complaint or enquiry online if you’re a UK resident, and hold or held a Co‑operative Bank or smile product, or a Britannia mortgage, or a Northern Rock Credit Card with a card number starting 4124.

Alternatively if you’re a non-UK resident, or you’d like to complain about PPI please download the FOS consumer questionnaire (219KB), complete it and send it to:

The Co‑operative Bank

PPI Operations

1 Balloon Street


M60 4EP

If you need your PPI correspondence in a different language, or you’d like some help, please contact us on:

or you can visit your nearest Co‑operative Bank branch.

What is the deadline for making my PPI complaint?

A deadline of 29th August 2019 has been set to complain about the sale of your PPI policy and you will not be able to complain after this date.

It is also important to note that we will not be able to consider complaints about issues we have previously written to you about, where this letter was sent more than three years ago. All customers can however still make a Plevin complaint up to the 29th August 2019, even if we have written to you in the past.

Not satisfied with our response?

We’re committed to ensuring all complaints are fully and fairly addressed. However, if you’re unhappy with our response - or if you haven’t heard from us in 8 weeks or more - you can take the matter further to the Financial Ombudsman Service. If you purchased your product online you also have the option to refer your complaint to the Financial Ombudsman Service using the Online Dispute Resolution platform.

The platform has been set up by the European Commission to provide an online tool for consumers to resolve disputes about goods and services purchased online. Visit the Online Dispute Resolution website to learn more.

The Financial Ombudsman Service

The role of the Financial Ombudsman Service is to help settle individual disputes between consumers and businesses providing financial services in the UK. To find out more about the Financial Ombudsman Service, visit www.financial-ombudsman.org.uk or contact them by writing to:

The Financial Ombudsman Service

Exchange Tower


E14 9SR

Telephone: +44(0)300 123 9123 or +44(0)800 0234 567 ( Call charges )

Email: complaint.info@financial-ombudsman.org.uk

Making a complaint will not affect your legal rights.

Existing credit card and overdraft customers

If you’ve already purchased PPI for either a credit card or an overdraft, your cover will remain unchanged.

Be aware of PPI fraud

Fraudsters are targeting customers claiming that they have been mis-sold Payment Protection Insurance (PPI). They will say that you are owed funds, and you must make a payment for the funds to be released. They may pretend to be from legitimate claim companies or regulatory bodies to make their approach seem credible.

Find out more about PPI fraud activity on our Security and Fraud pages

Complaints reporting

Every six months we submit information to the Financial Conduct Authority (FCA) about the complaints we've received from our customers. This information is summarised on The Co‑operative Bank website.

Easy read information

Easy read is format designed for people with additional learning requirements

To ensure everyone can access the information they need to make a decision about PPI, the FCA have an Easy Read leaflet which is available on the FCA website.

If you need extra help to make a PPI complaint or to check if you had PPI please call us on 0800 231 5255 ( Call charges ).

Our Easy Read PPI Document will be available soon.

Important documents


Credit Card Payment Protection Insurance Policy Summary

Download Credit Card Payment Protection Insurance Policy Summary PDF (201KB)