Payment protection insurance

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

Generally, if you didn’t make a complaint to M&S Bank before 29 August 2019, you can no longer claim money back for PPI by complaining to us or to the Financial Ombudsman Service.

If you complained to us about the sale of PPI on or before 29 August 2019, we will firstly acknowledge that we have received your complaint.

Within 8 weeks of M&S Bank receiving your complaint, you should also either receive a final response, or a communication outlining when you can expect a final response.

If you aren’t happy with the final response, including if your complaint is rejected, or you do not hear back, you should speak to us directly.

If you still aren’t satisfied after contacting us about your issue, you can complain to the Financial Ombudsman Service.

If you received a final response letter and wish to complain to the Financial Ombudsman Service, you must refer your complaint to the Financial Ombudsman Service within 6 months of the date the letter was sent.

If you feel you had 'exceptional circumstances' before the deadline which prevented you in making a complaint, please submit a complaint by giving us a call on 0345 900 0900*.

The Financial Ombudsman Service has more on ‘exceptional circumstances’.

Additional support and information is also offered by the following bodies:

Financial Conduct Authority
Money Advice Service
Citizen's Advice Bureau

Clearly, we always want to be able to resolve any concerns you raise with us. Please note that in the run up to the deadline we have received extraordinarily high volumes of PPI enquiries and complaints.

Although you have the right to refer your case to the Financial Ombudsman Service at 8 weeks, we would ask that you be patient in receiving a response from us given these volumes. There may be a delay in your final response being received which may stretch well beyond 24 weeks. Please contact us directly for more information.

The FCA has published details of the timescales for the handling of complaints relating to PPI, these are available on the FCA website  

If you have already made a complaint, there’s no need to do anything further. We will review it as soon as possible and then write to you confirming the outcome of our investigation.

If you aren’t happy with our final response, or haven’t received a final response within 8 weeks, you can complain to the Financial Ombudsman Service about this.

You will still be able to complain to the Financial Ombudsman Service after the 29 August 2019 deadline if:

you complained to your provider on or before 29 August 2019

your provider gives its final response on or after the 29 August 2019

you had exceptional circumstances which prevented you making a complaint before the 29 August 2019 

You will need to submit your complaint within 6 months of receiving your PPI provider’s final response.

The Financial Conduct Authority set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

Generally, if you didn’t make a complaint to M&S Bank before 29 August 2019, you can no longer claim money back for PPI by complaining to us or to the Financial Ombudsman Service.

Please note: This page includes frequently asked questions for topics relevant before the deadline.

If you feel you had 'exceptional circumstances' before the deadline which prevented you in making a complaint, please submit a complaint by giving us a call on 0345 900 0900*.

*Lines are open 8am-8pm, Monday to Sunday. Calls are recorded.