Online Commission Complaint Form

When should I use this complaint form?

This form is to be completed by customers of Canada Square Operations Limited (formerly known as Egg Banking plc), part of Citigroup, which handles complaints arising from insurance products from Canada Square Operations Limited, CitiFinancial Europe plc or Future Mortgages Ltd (now known as Dukinfield Mortgages Ltd) who have held Payment Protection Insurance ("PPI") and/or Card Repayment Protection ("CRP") and wish to make a complaint regarding the levels of commission associated with the sale of their PPI and or CRP and not the mis-sale of the PPI and/or CRP policy. If you wish to make a PPI or CRP mis-sale complaint, please complete the PPI Questionnaire using the link below.
PPI Questionnaire PPI Form

Completing your complaint regarding the high level of commission on your PPI normally takes approximately 10 minutes. You can’t save the form, so you will need to set aside time to complete this in one go. This form will time out if left inactive for a period of 20 minutes.

The form asks for personal and financial details relevant to your PPI or CRP and your relationship with Egg Banking Plc, CitiFinancial Europe Ltd or Future Mortgages Ltd.
Canada Square Operations Limited (formerly known as Egg Banking plc), part of Citigroup, handles all complaints regarding insurance-related products from Egg Banking Plc, CitiFinancial Europe Ltd or Future Mortgages Ltd (now known as Dukinfield Mortgages Ltd) and are the data controllers of the information you submit using the Online Commission Complaint Form.

We will use these details in investigating your complaint and to get in touch with you about your complaint. For more information of how we use your details please see our Privacy Statement.

By submitting these details using this form, you are confirming you wish to raise a complaint about the products and or businesses you indicate below.

If you would like any support or assistance with any of the online forms, logging your query or would like to speak to someone, please call us on 0800 358 2101. Our lines are open Monday to Friday 9am to 5pm

Have you or anyone else complaining with you previously made a complaint about Payment Protection Insurance (PPI) or Card Repayment Protection (CRP)? *

If your previous PPI complaint was upheld and you were refunded some or all of the money you’ve paid, you will not get back more money if you now complain about commission earned from the sale of the same PPI policy.
If your previous complaint was not upheld for any reason, you may still be eligible to make a complaint regarding unfair commissions received on your account. Please continue to complete the form and we will investigate your complaint.

We always look to consider your PPI / CRP complaint before we consider a complaint regarding a high level of commission. You can complete the PPI questionnaire using the link below which will enable us to investigate a PPI complaint for you. If the decision is made to reject your PPI / CRP complaint, we will then consider your complaint for a high level of commission. If your PPI / CRP complaint is upheld, you will receive a final response letter from us detailing all decisions and any redress due.
PPI Questionnaire PPI Form

Are you complaining on behalf of someone else who held the product or policy? *

This form needs to be completed by the policy holder or with the policy holder present. You can’t use this form if you’re a claims management company, solicitor or insolvency practitioner. If you are acting on behalf of the policy holder, please print the Commission only complaint form and send the completed form in writing to:
Canada Square Operations
PO Box 4903
Worthing
BN99 3AR
To download a copy of the Commission Complaint Form in PDF format click here

Your Name and Contact Details
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Date of birth

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Current address
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Is anyone else complaining with you? *

By completing this section with the details of a joint product or policy holder, you are confirming you wish to raise a complaint on behalf of both yourself and the joint product or policy holder. You are also giving us consent to process the joint product or policy holder’s details in line with the terms of our Privacy Statement, details of which you can read on our website. If you only wish to raise a complaint for yourself, even if the product or policy was held in joint names, answer this question as “no” and leave this section blank. If you provide information about a joint policy or product holder, you must ensure that you have consent, or are otherwise entitled to provide this information to us.

Joint Complainant Details
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Do you know the policy number or account number of the product you are complaining about, or any previous complaint reference? *