As the agreed claim period for the Scheme of Arrangement has now passed, customers are no longer able to claim back compensation for any premiums paid on or after 14 January 2005.
The CPP compensation scheme will only, in exceptional circumstances, consider any claims that have been submitted after 30 August 2014. These exceptional circumstances are defined as being where;
- a claimant can reasonably prove that they were ‘out of the country’ and only residing in the UK for 31 days or less over the 7 month period between 31 January 2014 and 30 August 2014
- a certified medical condition has prevented the claimant from submitting a claim (as evidenced by appropriate documentation)
- a claimant is returning a new form that they received as a result of the scheme being unable to process their original form. Such examples could include if the original form that the claimant submitted was damaged and therefore, unable to be processed by the Scheme. In these rare cases, the claimant would be given a 30 day period to return the new form providing the original form was submitted before 30 August 2014.
Within each exception outlined above, the scheme has strict criteria that must be met in order for a claim (submitted after the FCA agreed deadline) to be considered.
If you did not receive a letter or you have a legitimate reason for not being able to make your claim before 30 August 2014, please contact the CPP Scheme of Arrangement on 0800 083 43 93. Lines are open 8am-9pm Monday to Friday and 8am-6pm Saturday.
Please note, HSBC will not be able to investigate any complaints or compensation claims for any premiums charged after 14 January 2005 which would have been covered under the Scheme of Arrangement.
If you have any other concerns regarding a CPP policy purchased from HSBC or your complaint relates to a policy where premiums were charged before 14 January 2005, you can raise a complaint in writing to:
PO Box 5207,
Alternatively, you may contact us on 0845 217 1126. Lines are open 9am-6pm Monday to Friday and 9am-5pm Saturday.
Please provide full details of your concerns including any details of claims made on the policy and any use of the ‘one call’ service to notify card companies of your cards being lost/stolen.
If we have insufficient information we may send you a questionnaire. Although it is not compulsory for you to complete and return the questionnaire, by doing so it will help us with our investigation.
We expect to resolve all complaints raised within eight weeks and will be in touch before then 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.