Payment Protection Insurance (PPI) Complaints

PPI Complaints

Regulatory and Media interest has been focused on PPI products due to concerns some customers have had regarding how these policies were sold when customers took out loans, credit cards and mortgages.

If you have a concern about how your PPI Policy was sold, please contact us directly, it’s easy. You don’t need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due.

We handle and assess complaints sent directly to us in exactly the same way that we treat complaints from a Claims Management Company. By coming directly to us you will not be disadvantaged.

Here's what you need to do to make a PPI complaint:

Contact us in person, by phone or in writing​

At Danske Bank we are committed to making it as easy as possible to resolve your complaint. Call in person to any of our branches or alternatively telephone your branch. You'll need to provide some details including: your name, your address, your account number (if applicable), an outline of your concern, and any relevant documentation you may have.

Or you may want to write directly to your branch. If you decide to write to us, and to help us to handle your complaint more efficiently, please download, print and complete a FOS PPI Questionnaire from the Financial Ombudsman Service. By filling out the FOS PPI Questionnaire it helps to provide us with all the information we need to assess your complaint. Please send the completed questionnaire when writing to us.

More Information

If you need more information you may find it helpful to consult the Financial Ombudsman Service (FOS) which provides an independent source of information.

 

Frequently asked questions (FAQ's)

    If you had purchased PPI with a personal loan, mortgage or credit card there is no cost to complain directly to us.

    The Bank may have failed, in some cases, to adhere to the standards required by our Regulator, when assessing the suitability of PPI policies for its customers.

    For example, we have found that in some cases, the Bank did not properly review the customer’s previous credit history with us or other lenders in order to assess the suitability of the PPI product or the Bank did not always adequately explain to the customer, where relevant, the cost of the policy or that if the loan was repaid early the customer would not receive a refund of the PPI premium proportionate to the remaining term of the loan.

    We would particularly invite you to complain if you bought PPI on or after the 14th January 2005 and meet any of the below:

    • You were in the Armed Forces
    • You were in the Police Service
    • You had a pre-existing medical condition
    • You took out a Fixed Personal Loan
Is there a deadline to make a complaint?

Yes the Financial Conduct Authority have announced that the 29th August 2019 is the final date to make a new complaint.

What happens once I've made a complaint?
  • Once we receive your complaint, we will send you an acknowledgement letter.
  • We will ask you to complete and return a FOS PPI Questionnaire, if you have not already completed one – we will include this with the acknowledgment letter.
  • We will investigate your complaint as soon as we can, and will send you a final response letter when we have reached our final decision. In some cases, we may need to contact you for additional information.
  • If we have not completed our investigation and reached a final decision within 8 weeks of the date of receiving your complaint, we will write to you to advise that we have been unable to issue a final response letter. We will let you know what action you can take. This includes referring your complaint to the Financial Ombudsman Service (FOS).
What should I do if I'm unhappy with the Bank's final decision?

If you are unhappy with our final decision, you can refer to the Financial Ombudsman Service (FOS) for an independent review. This link provides additional information on how to use this free and independent service.

Do I receive compensation if there are delays in resolving my complaint?

We strive at all times to resolve complaints fairly and quickly. However sometimes there are delays due to the work involved in reviewing some cases. We apologise for any delay that you may be experiencing, but be assured that we are working hard and are committed to fairly and thoroughly investigating all complaints. If there is a delay, and your complaint has been upheld, you will not be disadvantaged. We will ensure that any interest is back dated.

I have cancelled my PPI Policy. Can I still make a complaint?

Yes. You can still make a complaint if you have concerns about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided above. It's easy for you to complain to us directly so you don't need to use a Claims Management Company. Your complaint will be assessed in exactly the same way when you come to us directly but you will avoid having to share any compensation payment with a Claims Management Company.

What are the benefits of complaining directly to the Bank?
  • It is easy to complain directly to us – either in person at your Branch, on the phone or in writing - see above on how to do this.
  • We are best placed to deal with any queries our customers have about their PPI policy.
  • The easiest way to raise a query about a PPI policy is to complete a FOS PPI Questionnaire (see link above). Once you have completed the form please send it directly to your branch.
  • By filling out the FOS PPI Questionnaire we will have all the information we need to assess your complaint. Your complaint will be handled exactly the same way, whether you complain directly to us or use a Claims Management Company (CMC).
  • If you use a CMC you may be charged an upfront fee, and you may have to share any potential compensation payments with the CMC.
  • Further information on CMC's can be found in - Guidance on using a Claims Management Company to claim for mis-sold Payment Protection Insurance (PPI). Consumer Factsheet Claims management Regulation PDF.
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