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Payment Protection Insurance

As you may have seen in the media, after the recent judicial review requested by the British Bankers’ Association (BBA), UK banks are to compensate customers who were mis-sold Payment Protection Insurance (PPI).

Like all banks, many of our customers have taken out PPI over the years, and many of them have benefited from the protection. However we recognise that in some cases customers may feel concerned about how they were sold their PPI policy. At The Co-operative Bank we are committed to a fair, easy, responsible, and personal service - and that includes putting things right when we think our customers have been disadvantaged.

• Have you had a complaint which was put on hold?

The Co-operative Bank will shortly be contacting all customers whose complaint was put on hold during the judicial review to settle their complaint. If you are one of these customers you will be hearing more from us shortly by letter; if your complaint is currently with the Financial Ombudsman Service (FOS) however, you will be hearing directly from them instead.

• Do you have an existing complaint with us?
If you have already made a complaint about your PPI policy, you do not need to do anything at this time. We’re working hard to resolve your complaint as soon as we can, and there is no need to resubmit it.

In order to allow us to help customers whose complaints had been put on hold, the FSA have agreed a waiver, or temporary extension, on the normal handling times for complaints.

Normally we would be required to provide a final response to a complaint within 8 weeks but given the volume of enquiries received and to help us manage those who have been waiting longest, the deadline has been extended as follows:

• For all PPI complaints received between 19th May and 31st August 2011, we will be working to a 16-week resolution period.
• For PPI complaints received between 1st September and 31st December 2011, we will work to a 12-week resolution period.
• For all new PPI complaints received after 1st January 2012 we will revert to the standard 8-week resolution period.

This waiver does not impact on our commitment to deal with all enquiries in a fair, easy, responsible and personal manner; nor will it affect the outcome of your complaint. Whilst these extended maximum times are necessary to help us deliver the best possible service to those who have been waiting longest, we will of course endeavor to respond to all complaints as soon as we can practically do so.

Download our PPI waiver (PDF - 0.1MB) to find out more.

• Are you thinking about making a complaint?

If you wish to make a complaint about your PPI, you should complete the Financial Ombudsman Service (FOS) consumer questionnaire (below), which will help you provide all the information we need to deal with your case.

Download the FOS consumer questionnaire (PDF – 0.2MB)

Once you have completed this questionnaire, you should send it directly to us at:

Customer Feedback
The Co-operative Bank plc
4th Floor
Miller Street
Manchester
M60 0AL


There is no need to use a claims management company to complain – it is easier to contact us direct. Claims management companies usually take a fee or a percentage of any compensation you are paid. We do not deal with complaints received through these companies any differently from complaints received direct.