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Payment Protection Insurance (PPI)

The PPI complaints deadline of 29 August 2019 has now passed 

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints. There was a nationwide campaign to raise awareness of this deadline.

Generally, if you didn’t make a complaint before 29 August 2019, companies regulated by the FCA will no longer review them. This includes HSBC UK.

Read more about the PPI deadline on the FCA website.

Exceptional circumstances

There are certain ‘exceptional circumstances’ where we will consider a PPI mis-selling complaint received after the FCA deadline.

If you feel exceptional circumstances prevented you from making a complaint, please contact us on 0800 085 2451 (Text phone 18001 08457 125 563). You can also submit a complaint via our Online complaint form. In the form, please describe the exceptional circumstances which meant you couldn't submit a complaint by 29 August 2019.

The Financial Ombudsman Service has more information on exceptional circumstances.

Additional support and information is also offered by the following bodies:

How long will I have to wait before I receive a response?

If you've already made a complaint, there's no need to do anything more. Within 8 weeks of HSBC receiving your complaint, you should also either receive a final response, or a communication outlining when you can expect a final response.

What to do if you aren’t happy with your complaint outcome or decision

If you aren’t happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service about this.

You can complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:

  • you complained to your provider on or before 29 August 2019*
  • your provider gave its final response on or after the 29 August 2019*
  • you had exceptional circumstances which prevented you making a complaint before 29 August 2019*

    *You'll need to submit your complaint within 6 months of receiving your PPI provider’s final response.

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