Payment Protection Insurance (PPI)
Undisclosed commission (Plevin)
Our regulator, the Financial Conduct Authority (FCA), set a deadline of 29 August 2019 for PPI complaints. Generally, new complaints received after this date are out of time, although there are some scenarios where we may still review them.
We understand there may have been difficult personal circumstances that meant you were unable to raise your complaint before the PPI deadline (the Ombudsman calls these 'exceptional circumstances‘) or you may have had a recent claim declined on an active PPI policy you believed covered you. If this is the case we may still review a new PPI complaint. You'll need to provide as much detail as possible on why you're raising your complaint after the deadline, what's happened and any dates you can remember.
To raise your complaint, please complete the online complaint form, write to us at MBNA, PPI Customer Services, BX1 1LT or call us on 0800 917 6592. Lines are open Monday to Friday, 9am-5pm excluding Public Holidays.
To find out more, read our Frequently Asked Questions.
Loans.co.uk brokered loans
If Loans.co.uk acted on your behalf as a broker, it’s important to know that the unfair relationship provisions of the Consumer Credit Act do not apply to Loans.co.uk. That’s because those provisions only exist between the borrower (you), and the lender (the company who lent you the money).
You can still make a complaint about unfair relationships caused by undisclosed commissions (Plevin), however your lender will need to look into that for you.
If you’ve previously had a PPI mis-sale complaint with Loans.co.uk upheld in your favour, the refund you received will have included any commission, which means you’re not due any further compensation and there’s no further action to take.