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

You don't need to use a claims management company (CMC). Please contact us directly - we handle complaints in the same way, within the same timeframe and without charging any fees. Making a complaint about PPI or PPI commission won't affect your relationship with us.

At minimum, your PPI complaint should include:

• Your full name
• Your date of birth
• Your current address

You should also include the following if you know it:

• Your previous address history
• Your PPI policy number or account number
• When you bought your PPI policy
• When you took out the loan, mortgage or credit product that the PPI covered
• Your circumstances at the time you bought PPI, such as employment status and the company or organisation you worked for

Making a complaint will not affect your relationship with Citi, and will have no impact to your credit history or your ability to get financial products from your provider in the future.