Are you looking to make a PPI Claim against the Royal Bank of Scotland (RBS)? Below is all the information you need to make a RBS PPI Claim.
If you are not successful in dealing with Lloyds directly, we are always here to help.
RBS PPI Claims
You can contact our PPI Customer Concerns team in one of the following ways:
Call RBS directly on: 0800 015 0319
Lines are open Monday to Friday 8am – 5pm excluding public holidays.
Calls from mobile networks may incur a charge inline with your network provider’s tariff.
Calls may be recorded and/or monitored for training purposes.
Complete the PPI Consumer Questionnaire (PDF, 50KB) and send it to:
PPI Customer Concerns Team,
Royal Bank of Scotland Group,
To help us manage your complaint as quickly and efficiently as possible please fully complete the questionnaire.
Please note that you are not required to provide copies of documentation when making a complaint.
RBS PPI Claims FAQ’s
What is Payment Protection Insurance?
Payment Protection Insurance (PPI) is an optional insurance policy often taken with loans, mortgages, overdrafts, credit cards or store cards that could cover you if you can’t meet your repayments in the event of involuntary unemployment, illness, accident, disability or death.
How can I find out if I had PPI?
If you had PPI, full details of the policy will be included in your original product documentation. If you are unable to locate this please call our PPI Customer Concerns team on 0800 015 0319.
I was sold a PPI policy but cancelled it. Can I still make a complaint?
Yes, you can still make a complaint following the process outlined in the “How do I complain” section above.
Can I only complain about a policy sold to me within a certain period of time?
No, you can make a complaint about your policy regardless of when it was sold.
What happens after I make a complaint?
We are committed to investigating your complaint fully and fairly and each complaint is dealt with in the same way.
Click on the arrow to Expand the rest of the FAQ’s
[expand]Here are the steps we take on receipt of you complaint:
Acknowledgment Log it on our system before issuing you an acknowledgment letter which will include your unique PPI complaint reference. Within 5 working days of receiving your complaint
Investigation Collect all relevant information relating to your complaint before conducting a thorough investigation This could take up to 6 weeks
Final Decision Write to you to explain our final decision in detail and if appropriate, make an offer of compensation.
Any compensation payment will then be made within 28 days of your acceptance. Within 8 weeks of receiving your complaint
How do I get an update on my complaint?
All customers will receive an acknowledgment letter within 5 working days of receiving your complaint and a final decision letter within 8 weeks.
If you are able to provide a mobile number when you make your complaint, we will keep you updated via text message at key stages throughout the process.
What can I do if I am dissatisfied with your decision?
If, for any reason, you are dissatisfied with our decision you can contact the Financial Ombudsman Service (FOS) for further investigation. Their contact details are:
Financial Ombudsman Service
South Quay Plaza
183 Marsh Wall
Telephone: 0845 080 1800
Please note that the FOS cannot consider a referral from you until the 8 week period has passed.
How do you calculate the offer of compensation?
We calculate our offer based on a refund of the PPI premiums you paid, interest on those premiums and 8% statutory interest.
This offer of compensation will take into account any arrears outstanding on the account/s the policy relates to.
I’ve seen a credit to my account today but it doesn’t match my offer amount. Why?
For closed products the refund of PPI premiums and 8% statutory interest are paid separately. The PPI premium refund will be visible the moment it is paid and the 8% statutory interest will be visible the next day. The two refunded amounts will reflect your total offer or slightly more due to additional interest.
For open products, it may be necessary to restructure the product taking into account the removal of PPI polices. This may result in an additional payment being made that, due to timing, wouldn’t have been included in your final decision letter.
Why do I have to pay tax on the 8% statutory interest?
The 8% statutory interest payable to you is treated as income which, in line with HM Revenue & Customs (HMRC) requirements, is taxable. If you believe you are exempt from paying tax please contact HMRC directly.
I have heard that the RBS Group and other Banks’ will write to customers who purchased PPI products. What does this mean?
Both the RBS Group and the FSA have some concerns regarding the way that PPI was sold to some customers. Where there may be grounds for concern, we will proactively write to customers offering to review the product sale.
Will all customers who had PPI receive a letter?
No. We will write to customers where we and the FSA agree there is a material risk that our sales process was not followed correctly.
If I receive a letter what do I have to do?
Full details, including the postal address and contact telephone number of a dedicated team established to manage your enquiries, will be included in the letter.
If I receive a letter does it mean I am entitled to an offer of compensation?
This depends upon the particular circumstances of your case. If our review concludes that a mis-sale occurred, you may be entitled to a refund of some or all of the PPI costs.
If I don’t get sent a letter can I still complain?
Yes, we are happy to investigate any complaint where you feel you have been mis-sold Payment Protection Insurance. Please refer to the “How do I complain about the way my PPI was sold? ” section above on how to do this.[/expand]
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