If you are an existing customer and we have submitted a PPI complaint on your behalf, you may find the below guide to the most frequently asked questions useful:

We get asked a whole range of questions related to PPI Claims every day, so to make it easier for you to find out a bit more, we have put together this list of PPI FAQs. If your question is not answered below, please contact us and a member of our friendly team will get back to you with an answer. If we think your question might be useful to other people, you might even find we add it below!

Our guide to your most frequently asked PPI questions…

  • How do I know if I have it?
    If you have the original paperwork for your loan, mortgage, credit card, store card or catalogue account it should be displayed on there. However, many people no longer have their original documentation and, indeed, PPI was sometimes added without the customer’s knowledge. But if you feel you may have been mis-sold in the past Gladstone Brookes has a process which aims to ensure nothing is missed because your lender should confirm if any of your past agreements had PPI attached. If we make a claim for you then we request that your lender investigates all possible mis-selling and, if proven, pay you compensation.
  • How long does the process take?
    As part of the claim process, we do a free PPI Check for you. On average, a response will be issued within 6 weeks of your PPI information check being sent to your lender, although timeframes vary dependent upon the lender. Then, the average timeframe for a claim is 8 to 16 weeks from the date your lender acknowledges the complaint for a final decision to be made. If your lender cannot keep within this timeframe then we will liaise with them in the first place or refer your claim to the Financial Ombudsman Service (FOS) to bring it to a conclusion as quickly as possible.
  • Will my claim affect my relationship with my lender?
    Lenders have recognised many of these policies were not right for customers and so reclaiming your PPI will not place any sort of ‘black mark’ on your relationship with the lender.
  • Are you authorised and regulated?
    Yes, Henry Goldstein is regulated by the Financial Conduct Authority in respect of regulated claims management activities license number 837180 and the Information Commissioners Office in regards to data protection laws license number ZA126573. Click the following links to see further information in regards to our regulations; https://www.fca.org.uk (Financial Conduct Authority) https://ico.org.uk/esdwebpages/search (Information Commissioners Office)
  • What is a FREE PPI Check?
    Here at The PPI Claims Team we can provide you with a FREE PPI CHECK to locate any policies you may have been sold. Once we have gathered the necessary information from you and received you signed Letter of Authority, we will request all information the relevant lender(s) hold on file in regards to the sale of PPI. Once we have located any policies you may have been sold, you are under NO OBLIGATION to proceed. You can then either choose to make a claim yourself or let us do it on your behalf, saving you time and any potential hassle involved, especially with filling in often confusing paperwork.
  • Will my credit rating be affected?
    No, your credit rating will not be affected by making a claim.
  • Will making a PPI claim affect my relationship with the bank?
    No. Making a claim for potential mis-sold PPI does not affect your statutory rights. Lenders have set aside billions of pounds as they know they are responsible for the mis-selling of millions of policies. Therefore making a PPI complaint won’t have any impact on your relationship with your lender.
  • Do I have to pay anything if my claim is unsuccessful?
    No! Henry Goldstein works on a strict no-win-no-fee# basis.
  • Do I have to pay anything up front?
    No! Henry Goldstein does not charge anything up front.
  • Can I make a claim on a loan that has not been paid off?
    Depending on the current status of the agreement you may be still entitled to make a claim. For example if you have an outstanding balance on a credit card which you are paying monthly minimum payments, then you are still entitled to a refund for potential mis-selling of PPI. If you have outstanding arrears, on a debt management plan or have been subject to any form of insolvency in the past, then you may not be entitled to any redress from a mis-sold PPI policy. Please call one of our friendly team to discuss this further.
  • Who mis-sold PPI?
    Payment Protection Insurance was mis-sold by a number of UK banks and lenders. We can help you with the following banks and lenders; Lloyds, Halifax, Bank of Scotland, Royal Bank of Scotland, NatWest, Barclays, HSBC (Midland bank), MBNA, Barclaycard, Capital One, Santander and many more. We can also help with many more lenders, so Start a FREE* Check to find out if your lender mis-sold PPI.
  • How was PPI mis-sold?
    PPI was mis-sold for many different reasons. Below are some examples;
    • Your eligibility to claim was not assessed at point of sale – if you had a pre-diagnosed medical condition or were self-employed, retired or a student, in many cases you would not be able to use the policy.
    • UK banks & lenders put unnecessary pressure of you to take out the policy – often by convincing you that it would be more like your finance would be approved if you took the policy.
    • Sales targets and commissions paid to people adding PPI put pressure on them to add policies to finances without your knowledge or consent.
    • You were not told about alternative options to PPI – either different products or providers.
    • The terms and conditions as well as policy exclusions were not explained to you.
    • You were eligible for comprehensive sick pay and/or redundancy pay from your employer.
  • How far back can I Claim?
    This all depends on the lender and what information they have retained in there archive records. In some cases we have had PPI confirmed for clients sold to them as far back as the late 80’s! So don't delay, call us today to start your FREE* check.
  • Can I make more than one Claim?
    Yes! Typically claimants have a number of PPI claims across different financial agreements such as loans, credit cards & mortgages. There is no limit to the number of claims you can make and each policy you have had is a potential £2750 (based on the UK average refund for mis-sold PPI complaints)
  • Can I still make a Claim if I no longer have any paperwork?
    Yes, all we need is the names of any UK banks and lenders you have used in the past and as much personal information as you can provide. This will help us to locate you and any PPI products you may have had with your Lender(s). For example, we would need your previous surname and/or address.
  • How do I know if I had PPI?
    In most cases PPI should be listed separately on the statements and/or paperwork sent by your Lender. However if you were sold a single premium PPI policy this may not be the case. If you are unsure about whether you have been sold PPI, give our team a call on 0333 002 1111  and we’ll be happy to help you look into it.
  • What kind of finance agreements can we look into?
    We can check for PPI on secured & unsecured loans, top-up loans, car finance, catalogues, credits cards, mortgages and overdrafts. However if you are still unsure if you have the correct type of agreement to investigate, then give one of our friendly team a call and we can assist you further.
  • What is PPI?
    Payment Protection Insurance (PPI), also known as Loan Protection Insurance or Repayment Insurance, was an insurance to protect you if you were made redundant or had an accident or illness that meant you were unable to work. Unlike other insurances such as home insurance, it was very difficult to determine if someone was eligible to use the policy. Therefore this resulted in a majority of policy holders not being able to claim on the insurance.
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