Citi Loan, card and mortgage insurance complaints



What you think counts

If you think you may have been mis-sold an insurance policy on a loan, card or mortgage product provided by Citi, please read the below information carefully.

If you have already made a complaint you do not need to do anything, we will contact you in writing. Please see our frequently asked questions for further details on our complaint handling procedure and timescales.

If you think that you may have been mis-sold an insurance policy, and you want us to review your sale, we will do so. You can find more information on how to make a complaint below.

You do not need to use a Claims Management Company to make a complaint. They will typically charge an upfront fee or a percentage of any compensation, and we will treat complaints received directly from you in exactly the same way as those received from Claims Management Companies.


Citi Loan and Mortgage insurance complaints

If you think you may have been mis-sold Payment Protection Insurance (PPI) on a Loan account or Accident, Sickness and Unemployment (ASU) insurance on a Mortgage account please print a PPI consumer questionnaire from the Financial Ombudsman Service (FOS) website. Filling in the FOS PPI questionnaire helps us process your complaint as efficiently as possible.

Once you have completed the questionnaire, please send it to us at:

Complaints Handling Team
CitiFinancial Europe plc
PO Box 49944
London
SE5 7YG

Once we have received your completed questionnaire we will process your complaint and write to you to let you know our decision. Please note that due to high volumes of complaints received, it may take up to eight weeks for us to process your complaint.



Citi Card Repayment Protection (CRP) complaints

Card Repayment Protection (CRP) insurance could cover monthly repayments if the policy holder died, had an accident, or was sick and unable to work or made redundant. CRP premiums were charged monthly to the credit card as a percentage of the outstanding balance.

If your Citi credit card was transferred to Opus Card, please contact them directly on
020 7871 0464 if you have any concerns about Card Repayment Protection cover on your account.

If your Citi credit card account was closed before November 2010 or not transferred to Opus Card, please print a PPI consumer questionnaire from the Financial Ombudsman Service website. Filling in the FOS PPI questionnaire helps us process your complaint as efficiently as possible:

Once you have completed the questionnaire, please send it to us at:

Citi Financial Europe Plc
PO Box 4904
WORTHING
BN99 3AS

Once we have received your questionnaire we will process your complaint and write to you to let you know our decision. Please note that due to high volumes of complaints received, it may take up to eight weeks for us to process your complaint.



Citi Card Protection Plan (CPP) and Identity Protection Alert (IPA) complaints

Card Protection Plan (CPP) insurance is a standalone product which provides a number of services and certain insurance in the event that your cards became lost or stolen. The policies provided cover for a year and were typically charged an annual premium until the policy was cancelled; although some customers opted to pay up front for two or more years in one payment.

Identity Protection Alert (IPA) is a standalone product which provides a theft advice line; alerts when your credit report changes; credit report updates, protective registration of key documents and fraud resolution service. Also included was up to 50,000 cover against legal and other costs and loss of earnings incurred when repairing credit ratings, financial information and other personal information after identity theft.

The Financial Conduct Authority (FCA) who regulate the financial services industry in the UK have agreed a scheme of arrangement with other business partners, including Citi, covering CPP and IPA premiums paid on or after 14 January 2005. Therefore CPP and IPA complaints are investigated in two parts.

  • Part 1: CPP or IPA premiums paid on or after 14 January 2005: These complaints will be handled by the scheme. The scheme administrators will write to you with further details about the scheme shortly. If you do not receive a letter or you want to find out more information about the scheme please do so by visiting their website at www.cppschemeofarrangement.co.uk.
  • Part 2: CPP or IPA premiums paid before 14 January 2005: These complaints will be handled outside the scheme. Please see below for instructions on how to raise a complaint about these premiums


If your Citi credit card was transferred to Opus Card, please contact them directly on
020 7871 0464 if you have any concerns about CPP or IPA cover on your account.

If your Citi credit card account was closed before November 2010 or not transferred to Opus Card, please send details of your complaint to the relevant address below:

Complaints Handling Team
CitiFinancial Europe plc
PO Box 4904
WORTHING
BN99 3AS

Once we have received your details we will process your complaint and write to you to let you know our decision.



FAQs


What is PPI?

Payment Protection Insurance is insurance that could cover monthly repayments on credit agreements, such as unsecured loans, mortgages and credit cards. The payment protection policy helps if the person who takes out the protection dies, has an accident, is sick and unable to work or becomes unemployed. The insurance company pays the monthly repayments (or a percentage of them) on the policyholder's behalf for a fixed period, or the outstanding balance is cleared in the event of death.

What is CRP?

Card Repayment Protection is a form of Payment Protection Insurance sold with credit cards. CRP premiums were charged monthly as a percentage of the outstanding balance on the credit card.

What is CPP and Identity Protection Alert?

Card Protection Plan (CPP) insurance, is a standalone product which provides a number of services and certain insurance in the event that your cards became lost or stolen. The policies provided cover for a year and were typically charged an annual premium until the policy was cancelled; although some customers opted to pay up front for two or more years in one payment.
Identity Protection Alert (IPA) is a standalone product which provides a theft advice line; alerts when your credit report changes; credit report updates, protective registration of key documents and fraud resolution service. Also included was up to 50,000 cover against legal and other costs and loss of earnings incurred when repairing credit ratings, financial information and other personal information after identity theft.

What is the difference between credit card CRP and CPP?

Card Repayment Protection (CRP) insurance could cover monthly repayments if the policy holder died, had an accident, or was sick and unable to work or made redundant. CRP premiums were charged monthly to the credit card as a percentage of the outstanding balance. Whereas Card Protection Plan (CPP) provides services and insurance should your cards become lost or stolen. CPP premiums were generally collected annually.

What happens once I have raised a complaint and how long will it take to receive a response?

Upon receipt of a complaint we will promptly write to you to acknowledge it. We aim to deal with your complaint within eight weeks and when we have reached a decision we will write to you informing you of the outcome.

Will there be a different outcome if I use a Claims management company?

No. You are entitled to use a Claims Management Company to process your claim and they will contact us on your behalf. However they will typically charge an upfront fee or a percentage of any compensation, and we will treat complaints received directly from you in exactly the same way as those received from Claims Management Companies.

I have made a claim on my insurance policy - does this prevent me from submitting a complaint?

No it doesn't. We will look at each case on its merits and take account of all the available information in reaching a decision.

If I have an existing complaint, how can I get an update?

Customers with existing complaints do not need to do anything at this time. We are working hard to resolve all complaints as soon as possible.

My complaint has been upheld, when will my money be paid?

Cheque payments will be posted and any account adjustments made within 20 working days of receipt of valid acceptance form. If you have changed name and or address your acceptance form will need to be accompanied by valid documentation evidencing your changes.

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