Payment Protection Insurance (PPI)

The Financial Conduct Authority (FCA) Deadline for making PPI complaints was 29 August 2019

Please be advised that we are no longer taking enquiries or new claims in relation to Payment Protection Insurance and/or any ancillary products.

If you have submitted a claim or enquiry prior to this date, then rest assured you are in time and we will look into your claim.

If you have sent your claim via the postal service and the date stamp on the letter is before the 30th August then we will still consider your claim, however if the date stamp is past this date we will not consider the claim and we will write to you to advise as such.

If there are any extenuating reasons as to why you were unable to claim by the 29th August please contact us by using the details at the bottom of this page.

Please be advised that we have 8 weeks to review your claim and issue you with a final response. In some cases this may not be possible, if we are unable to provide a final response within the 8 weeks we will write to you to advise that we are still investigating your claim.

If you have submitted a complaint and received a full or partial refund we will not consider a complaint about the commission we earned as you have already been compensated.

What happens when I complain?

When you contact us, this will start our complaints handling process and we will write to you to acknowledge receipt of your complaint. Our investigation of your compliant can take up to 8 weeks. During the complaints handling process we will assess your complaint fully and assess whether your policy was mis-sold.

Following the investigation, if we agree that your PPI complaint was mis-sold redress will be calculated and you will receive payment including interest.

If your PPI complaint is rejected we will review the level of commission we received and whether this was deemed to be too high. An assessment will then be made to see if your complaint falls within scope of the relevant complaint handling rules for redress. We will confirm the full outcome of our investigation to you in our final response letter.

How long will it take to process my complaint?

We care about our customers and take complaints seriously. We expect to resolve your complaint within eight weeks, however if we are unable to resolve your complaint within eight weeks we will contact you to provide an update on our investigation. If you have not received a reply from us within eight weeks of raising your complaint, you may have the right to refer your case to the Financial Ombudsman Service (FOS) if the date of your policy falls within their jurisdiction.

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

Existing PPI/ Commission Claims

If you have already made a complaint about your PPI you don’t need to do anything we will be in touch.

Will I pay any tax if I receive some money back?

Any money back will include an amount of interest. You may have to pay tax on some of the additional interest paid to you, but this will be only a small part of any payment made to you. You do not have to pay tax on most of the payment.

Contact Us 

If you have an ongoing claim and need to speak to the PPI team then please email or you can write to us at:

PPI Team

Creation Financial Services Limited

Chadwick House

Blenheim Court


B91 2AA

Or alternatively you can call 0121 712 5063 and we will be happy to help you.

Calls may be recorded. Calls charged at basic rate. The number provided may be included as part of any inclusive call minutes provided by your phone operator.