We try to answer all your PPI claims questions on this website. There is one section of FAQ for each stage of your claim.
If you have requested a claim pack, this section contains answers to common queries we receive.
Our average payout is £3,000* and our largest PPI claim was £89,446.
We will send out pre-populated claim packs by post once you have spoken to us. It's best to speak to a trained claims advisor to ensure that you are claiming for all your eligible PPI refund. This brief conversation also ensures we have the full picture in order to fight your complaint for you in the long run.
We will then post your claim packs, (and a return envelope) with most of the information completed. You will simply need to finish and return the forms. If you see something that you want to change, make the amendments to the form in black ink and write your initials next to them.
If you have claimed online and we have not been able to contact you, we will automatically post your claim packs, one for each loan and card on which you are submitting a claim.
The forms contain only the information we need to process your complaint. Once completed please return each pack to us at our freepost address:
IC Packs Team
PO Box 6805,
No, the only essential information that we need is the bank / card company name, account number and your signature. As long as you have signed next to each orange arrow and the account details are on there, we can process the PPI claim. All you need to do is:
Definitely not. We operate on a no win, no fee basis. ‡
Making a PPI refund claim will not affect your credit rating in the slightest. If we reclaim any money, it is only money that you deserve and money that the company has admitted taking off you unlawfully.
It does not matter whether the card/loan is outstanding or paid off. As long as you have made a payment in the last 6 years, we can make a claim and help you get your money back.
Yes, of course you can. You can write to your bank/lender. If you are subsequently unhappy with the outcome, you can ask the Financial Ombudsman to look into this for you. Details can be found on the Financial Ombudsman website.
If feel you haven’t the time or the confidence to handle the claim yourself, that’s where we come in! We make the process as easy as possible and will fight to win back every penny you deserve.
We take care of everything. Whenever appropriate we will also refer a PPI complaint rejected by your bank to the Financial Ombudsman Service and continue to pursue your claim.
A large proportion of PPI policies have been mis-sold. Many thousands of consumers do not even realise they have a case to claim PPI. A list of instances where the banks routinely misled on PPI includes:
Where your claim is successful, we will be entitled to a fee payable by You to Us of 30% (plus VAT) of the settlement amount. By way of example, if your settlement amount is £1,000, our fee will be £300 (plus VAT) - and this will be the case whather you receive, for example, £1,000 in cash or £600 in cash and £400 by way of account reduction.
There's nothing to pay upfront ‡. Only when we are SUCCESSFUL and we've recovered all your PPI premiums, plus compound interest you may have paid on the premiums, interest (normally at the rate of 8% simple per annum) to any excess payments made on the loan, and, if possible, an inconvenience payment we take a 30% fee plus VAT.
Yes. In most cases, we can reclaim charges for the past ten years irrespective of whether the account is still open.
As long as you have not taken your case to the Financial Ombudsman Service, or another claims service we usually can. To enable us to take over the litigation, we require all the documentation by recorded delivery post. But please call us first to discuss your individual situation.
You may cancel the signed agreement by providing written notice to us within 14 days of the date of the commencement of the instruction. It is recommended that you send any notice of cancellation by recorded delivery post. For any termination after this period we may charge a reasonable cost for our processing of your claim to date. Please read the Terms and Conditions within your claim pack for further details.
If you have requested a claim pack, or you are about to make a claim, this section contains answers to common queries we receive.
If you have multiple complaints we have to address each bank / card PPI sale separately. This means we will require duplicate claim packs. Even within one bank group, we will need to complete individual claim documents to fight each policy you were sold.
If there are any questions you have regarding claim pack forms, check if they are covered on this website. If you still need assistance call an advisor on 0844 880 0648**. If you have 4 or more claims to make we can send someone to help you complete the necessary forms in person.
By law, the company has to keep your details for 6 years, so if you have made a payment within that time, they have to give you the account number. If they won't give you it over the phone, you can request your account number in writing.
Claim time varies depending on each complaint. The banks (now failed) request for a Judicial Review on PPI claims caused backlogs across the Financial Services Industry, but this issue is now declining as past claims are met. We aim to file a full complaint for you as quickly as possible. The complete process depends hugely on how long it takes each bank / card company to handle our original complaint. We petition them to handle complaints more quickly. Credit companies have 8 weeks to reply by law, which could extend the full claim process to payment to 12-16 weeks.
You may have had, or will receive communication from 'Investor Compensation' to complete your claim. PPIClaimback and www.PPIclaimback.co.uk is a trading style of Investor Compensation (UK) Ltd. Investor Compensation has been established since 2003, (and making consumer claims since 2007).
PPIClaimback is a trading style of Investor Compensation (UK) Ltd. Investor Compensation has been established since 2003, (and making consumer claims since 2007).
When we receive your claim paperwork we will take care of your complaint from here on in. We will collate information on each claim and notify the bank / card company of each of your complaints. We will let you know that the claim process has started via phone, letter, or email. Please ensure you notify us of any change in your contact details so that we can keep you informed throughout.
If you have returned your PPI claim pack and have any questions on the next steps or what is happening with your PPI claim, here are some answers to frequently asked questions:
Please do not hesitate, send any claim correspondence into us at our freepost address:
Vendor – Banks/FOS/FSCS
Investor Compensation Vendor Correspondence
IC Customer Correspondence
PO Box 6807
If you haven't heard from us, it is likely that we haven't received a final response from the lender, (bank / card company), and that we are currently in the process of obtaining this from them. We will, of course, try to send regular texts and emails to keep you in the loop with the major steps of your PPI claim.
If anything is missing or unsigned, when we review your PPI claim pack, we will contact you to complete the information we need.
We will, as standard service, notify you at each main stage of progress with your PPI complaint.
If your question is not answered here on the website, and you have an ongoing claim, please feel free to call us on our Customer Service line 0844 880 0648** or Email:firstname.lastname@example.org
We may also contact you if we need any information from you during the claim. We may contact you by phone, text or email, so it is important that you keep us updated with any changes in your contact details.
You can make a PPI claim without your original loan / card agreement. However we do still need a policy number to prove you purchased PPI. Try these to track yours down:
If you find your policy number, call us on 0844 880 0648**. If you can't find it, let us know anyway and we may be able to help.
An 'Upheld Letter' is the lenders' (bank / card company) way of saying they are willing to offer settlement on your case. Sometimes there is a requirement to sign an acceptance form.
It is perfectly normal that the actual offer isn't stipulated on this correspondence. The bank / card company has to calculate the offer and they do this upon receipt of the acceptance form.
If there is an offer amount, it is important you tell us as soon as possible. While we should have a copy of the upheld letter, please call us just in case (0844 880 0648**). We only have a few days in which to contest the full amount of any offer.
If your question is not answered here on the website, customer service for PPI claims in progress can be reached on 0800 542 6866 or from a mobile 01535 959 592.**.
If your PPI complaint is accepted and you have received your offer of claim settlement, or a payment, these are the most frequently asked questions.
Sometimes the bank's figures are different to those we believe you should be receiving for your PPI claim. We will need to question incorrect figures immediately, in order to ensure you do not lose your money. To ensure quick settlement, please call 0844 880 0648**.
Once we are happy that the full and correct offer has been made to redress your complaint, all that remains is for us to ensure you are paid your money back. Each bank and card company will make payments in different ways. Some will make a payment at the same time as the offer, and others will require an 'offer acceptance' signature. We will try to ensure that you are paid quickly. If you would like to give feedback see 'How do I give feedback?'.
Please do not hesitate to provide feedback on our service, good or bad, and email us at email@example.com
If there is a payment, it is important you tell us as soon as possible. While you will have had compensation, it is important that the amount is checked. Please call us just in case (0844 880 0648**). We only have a short period in which to contest the full amount of any offer.
Our fees will not be paid by the banks. Therefore, under our contract, you will need to pay the invoice we send you. See also 'How do I pay or discuss an invoice?'
Only once the offer has been accepted, and we are happy with it, will we calculate our fees and send you an invoice. Please keep aside the claim money needed to pay the invoice. It's possible that our invoice may arrive just before the banks final payments. Obviously you can settle the invoice from those payments.
We require payment within 14 days from the date of the invoice.
Please remember to quote your name and Invoice Number with all payment methods.
Please call 0203 142 8116 if you would like to make a payment or discuss your invoice.
PPI Claimback, a trading style of Investor Compensation (UK) Ltd operate on a No Win, No Fee* basis and do not ask for fees up front. We will also never ask for payment in person. We will only seek payment after issuing our invoice to you which confirms your mis-sold PPI settlement offer and our fees due. Please note, we would never ask you to disclose personal or payment information by email or SMS. If you have been asked for an upfront fee, payment in person or payment from people claiming to be PPI Claimback or Investor Compensation (UK) Ltd please contact us immediately on 0844 257 0269.
If you have had a letter rejecting your complaint, or your claim has been sent to the Financial Ombudsman Service (FOS), here are some answers to frequently asked questions:
Some claims can be rejected by the bank / card companies.
If you receive a letter from your bank rejecting your complaint, you must let us know as soon as possible. We should have been sent a copy also. However, it's important that we hit the deadline for any appeal we can make to the Financial Ombudsman Service (FOS). We will address any points raised by the banks on your behalf.
Where we feel you have a strong case, we will refer your case to FOS for you. If you have not already received one, you may be sent an additional PPI consumer questionnaire form to complete. Should you need help completing the FOS consumer questionnaire form click here to download a step by step PPI consumer questionnaire guide, or you can call 0844 88 00 648 to speak to a claims advisor who can help with this document.
No, our fee covers any additional work. However, we try not to pursue claims we do not think will be good use of our or your time to pursue.
Normally FOS only becomes involved in order to settle a dispute. As a guideline they are advising that it could take a maximum of 12 months in these cases. However, they will make an initial assessment on the disputed PPI claim within 3 to 6 months. We will act on your behalf, and stick with claims that we believe need referring to FOS.
In some cases we have to refer cases that are not rejected, but where the company who sold you the PPI policy has gone out of business. The FSCS is the independent organisation that handles these PPI complaints. It will review your claim in a similar way to the banks.
Please check all sections of our online FAQ. If your questions are not answered here, you can call us on 0800 954 0817.
If you have an ongoing claim, please feel free to call us on our Customer Service line 0844 88 00 648 or Email: firstname.lastname@example.org.