If you think you've been mis-sold Mortgage Payment Protection Insurance (MPPI), it's easy and free to complain. Find out how to do it yourself without a claims management company.

There is a new deadline of 29 August 2019 to complain about the sale of a MPPI policy, after this date you will not be able to complain.

How to make a complaint

You can make a complaint by completing the Financial Ombudsman Service's form.

Please send your completed form to us at our Tipton head office.

Commission based complaint

Following a decision by the Supreme Court in the Plevin v Paragon Personal Finance Limited case new rules have been introduced that means we have to consider complaints about commission earned from MPPI.

Have you complained about MPPI mis-selling already?


  • You should think about whether you may have been mis-sold MPPI. We will consider the commission we earned as part of a mis-selling complaint even if you do not mention it.


  • If your complaint was rejected you may be able to make a new complaint based on the commission we earned.
  • If your complaint was successful and you were refunded some or all of your money you will not get more money back as the refund given included all of the commission received.

The Financial Conduct Authority has everything you need to know about MPPI. Please visit fca.org.uk/ppi or call 0800 101 8800.

What to do if you are unhappy with our response

We investigate all complaints fully, but if you are unhappy with our final response, or eight weeks have passed since you first made your complaint, you can contact the Financial Ombudsman Service. If you do choose to contact the Ombudsman, you must do so within six months of our final response. The Ombudsman will not be able to investigate any complaints on your behalf if more than six months has passed unless the delay is as a result of exceptional circumstances.

You can contact the Ombudsman: