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Payment Protection Insurance (PPI)

PPI Complaints Deadline 29 August 2019

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.

What is PPI?

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 (previously Midland Bank) 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:

  • Personal Loan Protection Plan
  • Cardholder Repayment Plan
  • Flexiloan Repayment Protection
  • Mortgage Repayment Protection
  • Small Business Loan Protection

I don't know if I had PPI, how can I find out?

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.

We will respond to you within 30 calendar days, so you must allow enough time (including extra time for postage) for your PPI to be checked before making a complaint ahead of the deadline.

You can contact us using the details provided, or simply complete our free and easy to use PPI enquiry form.

The key information we need you to provide is: 
        Your full name
        Date of birth
        Current Address (UK or Overseas)
        Previous Address (if applicable - UK or Overseas)
        A contact number
        Whether you're an existing customer
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

Other brands within the HSBC Group

Within the HSBC Group, PPI was also sold by M&S Bank, first direct, HFC Bank and John Lewis Financial Services. If you think you may have been sold PPI by one of these companies, visit their PPI page or see the HFC Bank Limited sections below;

M&S Bank

first direct

John Lewis Financial Services

How to complain about PPI

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. 
You can tell us about your complaint in the following ways: 

By Post
Complete our PPI questionnaire and send it to us at:
HSBC, PPI Complaints
PO BOX 6177
COVENTRY
CV3 9HP

By Phone
Personal Banking Customers: 0800 085 2451 (Text phone 18001 08457 125 563)

From outside the UK: +44 1226 261 010

Non HSBC customers: 03456 040 626

Lines are open from 8am to 10pm every day (except for Christmas Day, Boxing Day and New Years Day). Calls may be monitored or recorded.

Branch
Complete our PPI questionnaire and take it to your Local Branch.

By our online form:
Using our Online PPI form is an easy and convenient way to submit your PPI mis-sell or non-disclosure of unfair commission complaint to us. 
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 click on the link below
Privacy Notice.

I took PPI with HFC Bank, can I still complain?

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 UK 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 stopped selling PPI during 2009.

HFC Bank Limited, Endeavour Personal Finance and Sterling Credit Limited trading names

Beneficial Finance   
Household Bank
Marbles
GM Card
Hamilton Direct Bank
HFC Direct
Endeavour Personal Loans
EPF
EPF Homeloans
EPF Direct
Sterling Credit
Sterling Loans

Accessibility

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 0800 085 2451(Text phone 18001 08457 125 563) or let us know when you submit your complaint/enquiry.

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

Financial Conduct Authority
Financial Ombudsman Service
Money Advice ServiceMoney
Citizen's Advice Bureau

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

Clearly, 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.

Commission complaints

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 you've 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:

  • complain even if PPI was not mis-sold or you don't think it was mis-sold
  • complain again if you have had a PPI complaint rejected

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.

HSBC PPI Complaint Process

1. PPI Complaint received, reviewed and logged onto our systems

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

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)

4.

    a. mis-sell decision is made based on all of the evidence

    b. Any complaint that is rejected for mis-sell will automatically be assessed for unfair commissions

5.

    a. 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.  

    b. 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.

6. Once you accept the offer we will make the payment straight to your bank account.

Frequently asked questions

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