Payment Protection Insurance (PPI)

I’ve accepted your offer but have yet to receive payment. What should I do?

We would normally expect to make payment within 28 days of receiving your acceptance of our offer. We will continue to add interest up to the date we actually make payment, so you will not suffer any loss due to this delay.

What happens once I have sent a complaint?

Once we have received your complaint we will work through it and provide you with a decision as soon as possible. We may also contact you for further information if we need this to process your complaint.

If, for any reason, you are unhappy with our decision you can contact the Financial Ombudsman Service (FOS) using the link below. This provides additional information on PPI complaints and on how to refer our decision to the FOS if you are unhappy with it. Again, this is a free service and referring complaints directly to the FOS could again save you money compared to using a CMC.

http://www.financial-ombudsman.org.uk/publications/technical_notes/ppi.html

Can I still complain about how my PPI policy was sold?

Yes, you can still make a complaint using one of the methods described above.

If you wish to make a complaint we would urge you to complain to us directly rather than using a CMC. We offer a free complaints service and so you may save money if you complain to us rather than using a CMC. We treat complaints received directly and via a CMC exactly the same, so you will not be disadvantaged in any way.

If you have any queries about complaining, please contact us direct or see the guidance provided by the FOS using the link above.

What happens after I make a complaint?

Once we receive your complaint we will acknowledge receipt of it and try to give you a decision as soon as we can. We will try and process all complaints received within 8 weeks. If we don’t resolve your complaint in these timeframes you can refer your complaint to the FOS (although not before this), and we will write to you at that time to tell you how you can do this.

I’ve already made a complaint but have not heard from you, what happens now?

If you only complained in the last few days, we will send you an acknowledgement letter soon and send you our final decision as soon as possible. If you have already had your complaint acknowledged we will issue a final decision as soon as we can. You do not need to do anything in the meantime but if you have any queries please contact us using the details above.

We will try and process all complaints received within 8 weeks. If we don’t resolve your complaint in these timeframes you can refer your complaint to the FOS (although not before this), and we will write to you at that time to tell you how you can do this.

Will I be compensated for any delays in resolving my complaint?

We are committed to resolving complaints as soon as possible. If there has been a delay in processing your complaint we will make sure any interest is back dated so you do not lose out if we uphold your complaint.

Can I still buy PPI?

Although we no longer sell the majority of our PPI products, if you have protection needs please visit one of our branches or speak to one of our telephone call handlers and we will be happy to discuss how you can best protect yourself.

I still hold a PPI policy, is my cover affected by this?

No, your cover is not affected by any of this. If you wish to make a claim under your policy please follow the steps described in your policy documents.

I was sold a PPI policy but cancelled it. Can I still make a complaint?

Yes, you can still make a complaint about how your PPI policy was sold even if you have cancelled it using the details above. As above, we would urge you to complain directly to us for free rather than using a CMC as this may help save you money.

I have already made a complaint to you about my PPI policy and had it rejected, will you be re-opening my complaint?

No, this does not affect any previous decisions issued by us.

Does this affect any complaints I have made about products other than PPI?

No, the Judicial Review is limited to PPI mis-sale complaints only. Any other complaints you have made to us on other products are unaffected by the above.

What did the FSA Statement of 13 June 2011 say?

The FSA Statement can be accessed via the following link http://www.fsa.gov.uk/pages/Library/Communication/PR/2011/049.shtml

Did RBS meet the FSA deadline to process all complaints affected by the Judicial Review by 31 August?

Yes we have met the FSA target for a decision to be issued for complaints put on hold during the Judicial Review and received before 20 April 2011.

What did the FSA Statement of 30 August 2011 say?

The FSA Statement can be accessed via the following link www.fsa.gov.uk/pages/Library/Communication/PR/2011/074.shtml

What does the FSA Statement of 30 August 2011 mean for me?

The Financial Services Authority (FSA) published details of the amount of redress paid by firms during the first six months of 2011 to consumers who have complained about the way they were sold payment protection insurance (PPI). They will continue to publish this data on an ongoing monthly basis, accompanied by a running total.

I have already made a complaint to you about my PPI policy and had it rejected, does the FSA Statement of 13 June mean you will be re-opening my complaint?

No, this does not affect any previous decisions issued by us.