On 2 March 2017 the Financial Conduct Authority confirmed that the deadline for making a complaint about mis-sold PPI or unfair commission will be 29 August 2019.
Customer complaints will need to be received no later than 29 August 2019. This is the deadline even if we've invited you to complain previously.
The FCA regulate the financial sector and protect consumers. They offer information about PPI and can help you understand it, but they cannot give you advice about your individual circumstances or complaint.
Payment Protection Insurance (PPI) is designed to cover the monthly repayments of your loan or credit card, if you are made unemployed, have an accident, become sick or die.
HSBC stopped selling Payment Protection Insurance in its branches in December 2007 and throughout the rest of its business during 2008. Prior to that time, 5 main products had been sold:
We're sorry that you have a concern about PPI and we promise to do our best to investigate your complaint as swiftly as we can. In any event, we'll be in touch within eight weeks.
If you have already made a complaint, there's no need to do anything further, unless we advise you otherwise. We'll review it as soon as possible and then write to you confirming the outcome of our investigation.
Complete our PPI questionnaire (PDF) and send it to us at:
HSBC, PPI Complaints, PO BOX 6177, COVENTRY, CV3 9HP
Or take it to your local branch.
0800 085 2451 (Text phone 18001 08457 125 563)
From outside the UK +44 1226 261 010
Lines are open from 8am to 8pm every day except for Christmas Day, Boxing Day and New Year's Day. Calls may be monitored or recorded.
Using our Online PPI form is an easy and convenient way to submit your complaint. The form takes up to 30 minutes to complete, however if you don't have all the information to hand, don't worry, you can still submit your complaint.
You can't save your progress, so you'll need to make sure you have plenty of time to complete it. You'll need information about your PPI, including the policy or account number.
Please be aware your information will only be used for the purpose of your PPI claim. If you wish to know more about how your information may be used, please see our Privacy Notice.
We always want to be able to resolve any concerns you raise with us. We expect to resolve your complaint within eight weeks. In any event, we will be in touch within eight weeks to update you on our investigation. If you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.
The FCA has published details of the timescales for the handling of complaints relating to PPI, these are available on the FCA website.
If you have already made a complaint, there's no need to do anything further. We will review it as soon as possible and then write to you confirming the outcome of our investigation.
You can contact us using the details provided, or simply complete our free and easy to use PPI enquiry form and we will respond to you within 30 calendar days.
The key information we need you to provide is:
Giving us as much information as possible will help us locate your details.
If you don't bank with us anymore and your details have changed, we may need to verify your identity using a credit reference agency. It will only be visible to you, and won't affect your credit rating.
When a bank, lender or other provider sold a PPI policy, the PPI provider would pay them 'commission' for arranging or making the sale. The money for this commission would come out of the payments you made for the PPI policy.
The FCA have introduced new rules that mean customers can complain that their lender earned a high level of commission from the sale of PPI but didn't make this clear when it was sold.
A 'high level of commission' typically means it was more than half of what youve paid for your PPI policy, but you do not need to know how much was earned from the sale of PPI.
The new rules on the sale of PPI mean you can:
You can submit a complaint about non-disclosure of unfair commissions, even if you've had a PPI mis-sell complaint rejected previously, by using one of the methods in the How to complain about PPI section above.
If you've already complained about PPI and had a refund of some or all of the money you've paid for PPI, we will not consider a complaint about the commission we earned.
This is because there is no remaining loss that you need to be compensated for, and you don't need to complain again.
For more information on additional assistance for our customers please visit the Accessibility section of our website.
If you feel you need some extra support or have any specific needs either call us on 03457 404 404 (Text phone 18001 08457 125 563) or let us know when you submit your complaint/enquiry.
Step 1: PPI Complaint received, reviewed and logged onto our systems
Step 2: We'll acknowledge your complaint by letter - if you have raised a complaint via a Claims Management Company (CMC) this will be sent directly to them
Step 3: We gather all the background information regarding your complaint (this may include a phone call to you if we need any further information about the sale of your PPI)
Step 4a: A mis-sell decision is made based on all of the evidence
Step 4b: Any complaint that is rejected for mis-sell will automatically be assessed for unfair commissions
Step 5, if your complaint is rejected for both mis-sell and unfair commission: A response will be sent to you (or your representative) to inform you of our decision.
Step 5, if your complaint is upheld for either mis-sell or unfair commission: we will pay your refund into your HSBC account directly and send you (or your representative) a letter with a breakdown, or if you no longer bank with us we'll send you (or your representative) an offer letter.
Step 6: Once you accept the offer we will make the payment straight to your bank account.
Providing as much information as possible about the sale of your PPI will assist us in conducting a thorough investigation of your PPI complaint.
If you can't remember all the information, don't worry, you can still complain. We might need to contact you if we have a question about the information you've given us or we need more information.
If during the complaint process you remember some further details, or find a document that you think will help us with our investigation of your complaint, please send us the details as soon as possible.
Yes, in June 2013 accounts owned by HFC Bank Limited, Endeavour Personal Finance and Sterling Credit Limited were transferred and are now being serviced by HSBC Bank plc. A list of HFC Bank Limited's trading names can be found below.
If you wish to complain, simply complete our online PPI Claim Form and select the option that tells us your account was taken with HFC Bank and we will do the rest.
You can also write to us at:
HSBC, PPI Complaints, PO Box 5055,, Coventry, CV3 9FB
Or call us on: 0800 085 2430
Lines are open from 9am to 5pm Monday - Friday. Calls may be monitored or recorded.
HFC Bank Limited, Endeavour Personal Finance and Sterling Credit Limited trading names:
HFC Bank stopped selling PPI during 2009.
We will assess complaints sent directly to us in exactly the same way and in the same timescale as complaints sent in by a CMC, so there is no need to use their services. For independent guidance on how CMCs work visit the Which? website.
Although you may have cancelled your PPI policy early, you can still make a complaint by following the process outlined above.
No, if you feel you were mis-sold PPI we are happy to investigate your concerns. Your PPI complaint will be assessed separately to any other element of your relationship with us.
Although your circumstances may have changed, you can still make a complaint by following the process outlined above.
After receiving our decision if you remain dissatisfied you have the right to refer your complaint to:
Financial Ombudsman Service, Exchange Tower, London, E14 9SR
You can telephone them on 0300 123 9 123 or visit www.financial-ombudsman.org.uk for further information.
The Financial Ombudsman Service is a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI.
If you complain to the Financial Ombudsman Service they will ask us to explain what we think happened, then the Financial Ombudsman Service will decide whether to uphold your complaint.
You will still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if: