Page 7
Barclays Payment Protection Insurance (PPI)
Customer Complaint Form Guidance Notes
Why should I complete the PPI Form?
The form is designed to make it as easy as possible for you to submit your complaint about why you feel
your PPI was mis-sold. It’ll help assist us with assessing your complaint thoroughly by helping you provide
relevant information about the sale of your policy and your circumstances. It may be helpful if you have any
relevant documentation available with you when completing the form, for example policy documents, credit
card statements or credit agreements.
Do I need to complete the PPI Form?
You don’t need to complete a form to have your complaint investigated. However, completing it may allow
us to reach a decision more quickly because it asks for comprehensive detail that may not have been
covered in a letter.
If you’re complaining about more than one PPI policy or product and your personal circumstances were
the same at the time each policy/product was sold you only need to complete one form. If your personal
circumstances were dierent you will need to complete a separate one for each.
How long should I expect to wait before I hear about my complaint?
We’ll write to you to acknowledge your initial complaint within 5 working days of receiving it and we’ll
write to you within 8 weeks with our decision. We may need to contact you during this time for further
information. Please note there may be exceptions to this timeline depending upon the information that
is available to us and the nature of each individual complaint.
How to complete the Form
What to do when the Form is completed
Please return the completed form to Barclays PPI Dept., Leicester, LE87 2BB. Before posting, you may
wish to take a copy of your completed form for your own records.
Claims Management Companies (CMC)
You can make your complaint directly to us and don’t need to use a claims management company (CMC).
A CMC will typically charge an up-front fee or take a proportion of any nal payment you may be due.
We’ll assess all complaints sent directly to us in exactly the same way that we treat complaints sent in
by a CMC. Your complaint will not be dealt with dierently or quicker by using a CMC.
If you’ve nominated a CMC or any third party to act on your behalf, you’ll need to settle any fees or
charges with them directly. Please ensure you refer to the terms of your agreement with them.
Your Details
Section A / Q1 to Q3
Completing this section will help us to locate your account and PPI policy. Please also use this
section to tell us your preferred contact information. We’ll use these to get in touch with you if we
need to discuss anything further and to keep you updated.
About your Policy
Section B / Q4 to Q8
This is where you tell us about the policy and the processes that you went through while taking out
your policy. Please try to provide as much detail as possible.
About your
Employment and
personal situation
Section C / Q9 to Q14
This is where you give us the details about your employment during the time you held your PPI
policy. You can also give us the details about any medical conditions you had at the time you took
out your policy and if you were covered by any health benets by your employer or any other policy.
More Information
Section D / Q15 to Q19
This is where you can provide us more details about the policy that can help us make a decision on
your complaint. This also gives you the opportunity to give us the reason that you were unhappy
with the policy or the way it was sold to you.
Declaration
Section E
Please read this section carefully, sign and date it. In this section you are conrming you’ve
provided your bank details (if you choose to do so) and that you’ve included everything you
want to tell us about the complaint. It is important that the form is signed and dated. When
signing the form you are conrming you’d like us to investigate your complaint. You’re also
authorising us to perform any required name and address checks as part of the investigation
into your complaint, and where applicable authorising your appointed third party / parties to
represent you in this complaint.