Canada Square Operations Ltd part of Citigroup
(formerly known as Egg Banking plc)

PPI Complaints Deadline
29 August 2019

Payment Protection Insurance (PPI) is insurance that could cover monthly repayments on credit agreements, such as unsecured loans, mortgages and credit cards.

You can contact Citi's complaints team if you had PPI linked to any of these products or lenders –

Associates
Future mortgages
Diners

Citibank
Citicard

Egg card, Egg loan, Egg mortgage
CitiFinancial Europe plc

When we write to you in relation to a complaint about any of these products, the correspondence will come from Canada Square Operations, who are a member of Citigroup and appointed by Citi to handle all complaints on behalf of these lenders and products.

If you were sold a PPI policy by one of these companies you can make a PPI complaint directly to Canada Square Operations who will look to investigate your complaint and respond to you within 8 weeks.

Additional details on the types of PPI sold can be found under the Product Information section below.

If your Egg Card or Egg Money Card was transferred to Barclaycard, please contact Barclaycard directly on 0800 1510 900 or visit their website at Barclaycard. If your Citicard was transferred to NewDay (previously known as opus/SAV) please contact them directly on 020 7160 8800 if you have any concerns on PPI cover on your account.

Our commitment to you

At Citi our aim is to ensure all of our customers have equal access to our services regardless of their personal circumstances. We are committed to providing customers with various options to help access and easily navigate our website. We offer a range of services for those who have disabilities including sight loss or visual impairment, difficulty with numbers or reading and difficulty with hearing or speech. You can find details of the services available at Help with this site section 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

PPI refund scams – if you have been contacted by someone telling you they can release your PPI refund if you make a small payment THIS IS A SCAM. We do not need any payment from you in advance of processing your claim for PPI redress. For further information please visit the FCA Website.

Privacy
Statement Product
information Make a PPI complaint
or PPI enquiry FAQ Information on
our complaints Help with
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PRIVACY STATEMENT

CLOSED AND DIVESTED RETAIL BANK AND CONSUMER FINANCE OPERATIONS:

Personal / Consumer Banking, Consumer Loans, Mortgages and Credit Cards and other financial services products and services

This Privacy Statement explains how Citi stores and processes (for limited purposes) personal information from former customers from its closed or divested consumer banking business, including loans, mortgages, credit card, insurance, pensions or other retail investment products, and also how we retain and process data from certain persons that were associated with those products or services, such as insurance or trust beneficiaries, family members, signatories, nominees and authorised individuals.

Divested retail banking and consumer finance operations include any personal banking and other financial services that Citi transferred to other banks or financial institutions.

Citi operates globally: If you were a customer of a closed or divested business in one country, but you are currently a Citi customer in another country or through a global or multi-currency account or relationship, this Privacy Statement does not apply to you and you should refer to the Privacy Statement applicable to your current relationship.

This Privacy Statement contains information on how we use your data and about exercising your data protection rights.

This Privacy Statement does not change how we store, safeguard and manage your data and does not change any prior communications in regard to the safekeeping of financial instruments or any surviving provisions in the general terms and conditions of your retail banking account or consumer finance product agreement, other than in respect to compliance with privacy law and regulation.

This Privacy Statement takes effect on 25 May 2018.

1. When does this Privacy Statement apply to you?

1.1 It applies if:

you are a Retail Customer, or a person associated with a corporate client from a closed or divested consumer retail bank account or other financial product with one of the entities listed in the table below;

Data Controller	Country
Citibank International plc (Greek Branch)	Greece
CitiFinancial Europe Ltd	UK
Future Mortgages Ltd (now known as Dukinfield Mortgages Ltd)	UK
Egg Banking plc (now known as Canada Square Operations Limited)	UK
Citibank Europe plc, Hungarian Branch	Hungary
Citibank Europe plc, Sucursal en España	Spain
Citigroup España S.A.	Spain
Citibank Europe plc, organizacni slozka	Czech Republic

* Citibank Europe plc is successor in title to Citibank International Limited

2. How can you contact Citi?

2.1 The data controllers on this Privacy Statement appear in the table in section 1 and can be reached by clicking through the appropriate country for the business entity applicable to you through this link http://www.citigroup.com/citi/about/countrypresence/

Citi entities may have continued performing corporate and investment banking operations and do no longer have direct business relationships with individual clients. However, you, or the bank or financial institution to where your accounts or products were transferred, may request any information we collected and processed while you were a Citi customer.

2.2 If you have any questions or requests in relation to your personal information, you may also the EMEA Chief Privacy Officer as follows:

Data Protection Officer (Chief Data Privacy Officer - EMEA)
33 Canada Square
London
E14 5LB
United Kingdom

3. Why does Citi process your personal information?

Citi may process your personal information for the reasons set out below.

(a) Where the processing is necessary for us to perform a contract with you or for requested pre-contract steps	To provide for execution, closure or winding-down of ‘in-flight’ transactions (that is, transactions that originated while you were still a customer and have continued to date) such as repayment over time of a personal loan, mortgage or any other instrument you contracted with Citi and was not transferred to another bank or financial institution . This includes processing of instructions and generation of confirmations, advices and statements and the carrying out of instructions. To allow a continuing third party to whom your account or product was transferred to access your personal and transactional data records , and in compliance with instructions that we may receive from you through those third parties.
(b) Where we are required by EU and country law	To disclose information to governmental entities or regulatory authorities, or relating to an ‘in flight’ transaction intermediaries and counterparties, courts or other parties. To conduct compliance activities such as audit and reporting, assessing and managing risk, maintenance of accounting and tax records in accordance with applicable regulations or from instructions from financial and prudential regulators, the prevention and prosecution of fraud, anti-money laundering (AML) and other forms of crime, debt recovery, prevention and measures relating to sanctions, anti-terrorism laws and regulations. This includes know your customer screening (which involves identity checks and verifying address and contact details); screening of politically exposed persons (which involves screening client records against internal and external databases to establish connections to politically exposed persons or ‘PEPs’); sanctions screening (which involves the screening of clients details against published sanctions lists); and with any Citigroup trustee to maintain a trust. We may verify information from you and/or your spouse or partner. For compliance with duties under any Tax Act and applicable laws, including under the Foreign Account Tax Compliance Act and the Common Reporting Standard. To retain record telephone conversations and electronic communications with you, that resulted in transactions and to keep samples of your signature likeness and handwriting. To process any customer complaints including claims in the United Kingdom for complaints on PPI (Payment Protection Insurance).
(c) Where necessary for our or a third party’s legitimate interests (as listed here)	To comply with fiduciary obligations with the bank or financial institution is the continuing party of your account or product and to whom Citi owes a duty to account. To monitor and analyse former and current use of Citi services, for risk assessment and control, for statistical and trend analysis, for compliance with IT policies and system administration, operation, testing and support, and to operate information storage systems. To help detect, investigate, and prosecute fraud and other criminal activity, and share this data with Citigroup legal, compliance, risk and managerial staff to assess suspicious activities. To manage our information technology and to ensure the security of our and third party storage systems. To disclose information to and comply with instructions of relevant governmental, tax or regulatory bodies, financial markets, brokers or other intermediaries, counterparty, court, auditors or other third parties and to conduct compliance activities, in our, or someone else's interests, in connection with any transaction or instruction anywhere in the world (and specifically outside the territories in 1.1) and to make such disclosures (even to the detriment of the client or its beneficiaries) to prudential regulators in respect of US persons, including under the Foreign Account Tax Compliance Act and the Common Reporting Standard. To make applications for protective orders or directions to courts supervising Citi as Trustee or to establish, exercise or defend legal claims and in order to protect and enforce Citi’s rights, property, or safety, or to assist our clients or others to do this. To investigate and respond to any complaints about us or our business or any incidents relating to us or our business (including Payment Protection Insurance (PPI) claims in the United Kingdom) and to help maintain service quality and train staff, to deal with complaints and disputes.
(d) Where you consent to the processing of personal data	Under your directions to establish a relationship with a financial institution other than Citigroup, in which Citi or any related party may release all necessary personal data and execute all secrecy waivers and consents for disclosure and data processing required by that other financial institution. Prior to making a distribution from the issuer of a security to shareholders, Citi may require that an interest holder provide authorisation and consent. For the purposes of providing and executing repayments into your accounts. You can withdraw or revoke consents in this section (d) at any time. However, if we need your consent to process to carry out an activity, we will not be able to perform that activity or provide services and will we will cease using your data for this purpose, but may continue to process your data for purposes where we have other lawful grounds to do so, such as where we are legally required to keep records of transactions. Withdrawing or revoking your consent will not affect any processing of your information which has already taken place by that date.

4. Where does Citi obtain information about you?

We safeguard and store information that you provided us directly and information we learnt about you from our communications and dealings with you. We may have also obtained information about you from others, as set out below.

(a) Our clients	The individual, corporate or institutional client, you are associated with (if relevant). Our clients may be based in the EU or outside the EU. We obtain your name, company, title and job description and contact details such as email address and telephone number or business address.
(b) Public sources	Sources both inside and outside the EU, such as credit reference agencies, fraud prevention agencies and outlets, professional background checking entities, international sanctions lists, any publically available databases or data sources. The information we obtain from credit reference agencies will include public information such as county court judgments and information from the electoral register. Data we may obtain may be shared with Citi Companies and include your name, gender (including any former gender), company, title and job description and contact details such as email address and telephone number or business address, details about your personal or business interests or activities.
(c) Other sources	Any research agencies that may have carried out research on our behalf both inside and outside the EU.

5. To whom does Citi disclose your personal information?

We disclose your personal information to others as follows:

where applicable, to the bank or financial institution that acquired the divested retail banking operation or the portfolio of consumer finance products and, subject to legal restrictions, to in-country Citigroup affiliates, for the purpose of winding down a business line and other purposes identified in this Privacy Statement;
in case of threatened or filed litigation, with counsel and external advisors;
if false or inaccurate information is provided or in case of a criminal or money laundering investigation, to cooperate with authorities; and to any government, judicial, or regulatory body of which your Citigroup entity is a member or is subject to that body’s jurisdiction or rules;
we will also disclose your information:
1. Without divulging or giving access to your banking or transaction details, to our sub-contractors and persons acting as our agents who have agreed to manage the storage of your information under strict confidentiality undertakings;
2. to any bank, financial institution or company that processes claims on your behalf, whether contractual or not, arising out of a closed relationship, and to the Credit Management Companies you have given authority to; and
3. to any third parties providing services to us, in respect of any claims or queries arising out of, or in relation with, any agreement that existed between you and us, including our processors (a) Equiniti and (b) Tata Consulting Services (TCS).
When third party processing occurs outside the EU/EEA, in countries that have different data protection standards to those which apply to the European Economic Area, we put in place standard contractual clauses in the models approved by the European Commission, or rely on other valid data transfer mechanisms.
in case of substantial business risks and as permitted by applicable law, Citi and Citigroup may process and exchange personal data with the responsible Citigroup chief trust officer, senior risk officer, compliance officer, tax officer, anti-money laundering officer, fraud officer, audit officer, data protection officer, control officer, Citi leadership team, and Citi managers;
at the request of any financial institution, payment infrastructure provider, custodian, sub-custodian, fund houses, fund administrators or issuers of securities in relation to any payment or repayment of a loan or investment;
as required in order to establish, exercise or defend or to protect legal claims, including in relation to our contracts with our clients and in order to protect the rights, property, or safety of us, our business, any Citi entities, our clients or others including to legal, tax or other professional advisors, government and law enforcement authorities and with other parties involved in, or contemplating, legal proceedings;
to any competent regulatory, prosecuting, tax or governmental authorities, courts or other tribunals in any jurisdiction: (i) for or in connection with an examination of us by bank or other examiners; (ii) pursuant to subpoena or other legal process; (iii) at the express direction of any other authorised government agency; (iv) to our internal or external attorneys or auditors; (v) to others to whom we are required to make such disclosure by applicable law.

6. Where does Citi store your personal information?

We archive your personal and financial data within our IT network, or when authorised by local regulators, within secured IT virtual servers or private cloud networks and deep archive solutions, operated by Equiniti in the UK or IBM in other European countries in respect of electronic files; and Iron Mountain, for paper records. Please note that only us, the bank or financial institution that acquired a divested retail banking operation, and our and their financial and prudential regulators have a legal right to audit your personal or financial data.

Due to the nature of electronic communications, data processors also store transient copies of customer data that are subsequently deleted after the data is processed and there is no mandate to retain it under applicable law.

7. For how long does Citi store your personal information?

Personal data processed in connection with an account or banking or financial product or service will have been stored during the term in which that account or product (and any transaction under it) remained open, followed by a prudential retention period. The length of this retention period is determined by the statute of limitations in the country where you opened your account or product, or under the law governing your contract or transaction. In most cases, account information will be deleted after 10 years after the divestiture or closure of the business by Citi for any accounts active at the time (with variations: 15 years in Spain and 20 years in Greece). Telephone recordings or electronic communications that resulted (or may have resulted) in a transaction will have been retained for a short period and are be available to you from the date of that communication.

8. What automated decision taking does Citi carry out?

There is no automated decision-making or profiling undertaken in connection with closed operations

9. What are your rights in relation to personal information?

9.1 You can ask us to: (a) provide a copy of your personal information; (b) correct errors or mistakes in your personal information; (c) erase your personal information after the statutory limitation period (if for error or omission we have not already disposed of your data at the end of that period); (d) transfer your personal information to other organisations; and (e) restrict processing of your personal information (for example for marketing purposes). These rights are limited by law.

9.2 If you wish to exercise these rights or if you have any queries about your personal information, please contact the Data Protection Officer using the contact details in Section 2 above. If you have unresolved concerns you have the right to complain to the relevant data protection authorities. You can bring the complaint in the Member State where you reside, where you work or where the alleged infringement of data protection law occurred.

10. Cookies and Online Identifiers

For information on Cookies and Online Identifiers please refer to the security and privacy section on our website.

11. Changes to this Privacy Statement

If we modify this Privacy Statement at any time we will place the modified versions on this website. We encourage you to regularly review this Privacy Statement to ensure that you are always aware of what personal information we collect and how we use, store and disclose.

Egg Card and Egg Money Card

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

If your Egg Card or Egg Money account was closed before October 2011 or not transferred to Barclaycard, please go to " Make a PPI complaint or PPI enquiry" where you will find details on the easiest way to make a complaint.

Citi Card

Payment Protection Insurance (PPI) also known as Cardholder Repayment Protection, Card Repayment Protection, Lifestyle Protect or Cardholder Protection Plan could cover monthly repayments if the policy holder died, had an accident, or was sick and unable to work or made redundant. Premiums were charged monthly to the credit card as a percentage of the outstanding balance.

If your Citi credit card account was closed before November 2010 or not transferred to Opus Card please go to " Make a PPI complaint or PPI enquiry" where you will find details on the easiest way to make a complaint.

Citi Card Protection Plan (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.

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: The scheme administrator wrote to policyholders explaining how to raise your concerns and be considered for compensation. The Bar Date for submitting a claim was 30 August 2014. The last date for submitting all claims for compensation has elapsed and customers are now unable to submit new claims for compensation. Customers are also no longer able to request a reissue of expired cheque payments in relation to the Scheme.

If you have any other query you can contact Card Protection Plan by writing to the following address:

Policy Review Team
Card Protection Plan
Holgate Park
York
YO26 4GA

You can find out more about the compensation scheme and see answers to some frequently asked questions at www.cppredressscheme.co.uk

Part 2: CPP or IPA premiums paid before 14 January 2005: These complaints will be handled outside the scheme. To raise a complaint about these premiums please write to us at the following address:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

If your credit card was transferred to NewDay (previously known as Opus/SAV) please contact them directly on 020 7160 8800 if you have any concerns about Card Repayment Protection cover on your account.

Egg Card Protection Plan (CPP) and
Egg Card Identity Protection Alert

Identity Protection Alert (IPA) provided 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.

If you have any other query you can contact Card Protection Plan by writing to the following address:

Policy Review Team
Card Protection Plan
Holgate Park
York
YO26 4GA

You can find out more about the compensation scheme and see answers to some frequently asked questions at www.cppredressscheme.co.uk.

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

If your Egg Card or Egg Money Card was transferred to Barclaycard, please contact Barclaycard directly on 0800 1510 900 or at Barclaycard if you have any concerns about Card Protection Plan cover on your account.

Egg Loan and Egg Mortgages

Payment Protection Insurance (PPI) is an insurance that could cover monthly repayments if the person, who takes out the protection dies, has an accident, is sick and unable to work or becomes unemployed, depending on the level of policy cover that was taken out. 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. This type of insurance is also sometimes referred to as Accident, Sickness or Unemployment (ASU) cover for loans and mortgages.

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 please go to Make a PPI complaint or PPI enquiry where you will find details on the easiest way to make a complaint.

CitiFinancial Loans and Future Mortgages

On the 2nd March 2017 the Financial Conduct Authority issued guidance in relation to the handling of Payment Protection Insurance Complaints. This confirmed that the deadline for making a complaint regarding the mis-sale of Payment Protection Insurance (PPI), unfair commission is 29th August 2019.

Following the guidance we will also assess all PPI mis-sale complaints received on or after 29th August 2017 against the Plevin ruling regarding the level of commission on your policy.

Personal information we collect from you will be shared with fraud prevention agencies who will use it to prevent fraud and money-laundering and to verify your identity. If fraud is detected, you could be refused certain services. Further details of how your information will be used by us and these fraud prevention agencies, and your data protection rights, can be found set out in our Privacy Statement

If you are unsure whether you had a PPI policy, you can contact us to check. Please complete our online PPI Checker Enquiry Form. If your check comes back positive and you wish to make a complaint about its sale, you can then move to complain.

You must allow 8 weeks (40 business days) for your PPI check to be completed before making a complaint ahead of the deadline.

Never made a PPI Complaint?

If you haven’t made a mis-sale PPI complaint and wish to do so, you can complete and submit our online PPI Complaint Form or alternatively you can write to us and include a copy of the PPI Questionnaire. Once received, we will investigate your complaint for the mis-sale of PPI/CRP and also the level of commission that was earned on your policy.

Please don’t worry if you can’t remember all of the information or don’t have any paperwork, you can still submit your complaint to us.

Download the PPI Questionnaire in PDF format. Once you have completed the PPI Questionnaire please send it to us that the following address:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

Once the investigation has been completed you will receive notification of our final decision within 8 weeks.

PPI complaint already submitted

If you have made a PPI complaint and not received a decision, there is nothing further you need to do. We will write to you if any further information is required or confirm the outcome of our investigation within 8 weeks from the date of receipt. This will include the outcome of both the PPI mis-sale complaint and the level of commission earned on your policy.

Refund received

If you have already made a mis-sale PPI complaint and you received a refund for some or all of the money you’ve paid for PPI we will not consider a complaint about the commission we earned as there is no further compensation due to you.

PPI Mis-sale complaint previously rejected

If you have made a mis-sale PPI complaint that was rejected prior to 29th August 2017 you can still make another complaint regarding the level of commission on your policy. Please complete the online Commission Complaint Form and once received we will investigate your complaint. Alternatively you can write to us and include a copy of the Commission Complaint form in PDF format. Once the investigation has been completed you will receive notification of our final decision within 8 weeks.

Download the Commission Complaint Form in PDF format. Once you have completed the Commission Complaint form please send it to us that the following address:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

Please note that by completing a Commission Complaint form we will only assess your complaint for the level of commission earned on your policy. If you wish to make a complaint regarding the mis-sale of PPI please refer to the ‘Never made a PPI Complaint’ section above.

Organisations that provide help and support

The following bodies have information relating to PPI complaints and /or advice on making a complaint:

Financial Ombudsman Service

Financial Conduct Authority

Citizens Advice Bureau

Financial Services Compensation Scheme

Money Advice Services

If you require any further information please refer to our frequently asked questions (FAQ) or for any assistance with this website please refer to Help with this site.

What is Payment Protection Insurance (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, depending on the level of policy cover that was taken out. 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 Card Repayment Protection (CRP)?

Card Repayment Protection (CRP) also known as Cardholder Repayment Protection, Lifestyle Protect or Cardholder Protection Plan is a policy specific to credit cards and could cover monthly repayments if the policy holder died, had an accident, or was sick and unable to work or made redundant. Premiums were charged monthly to the credit card as a percentage of the outstanding balance.

I don’t know if I had Payment Protection Insurance/Card Repayment Protection, how can I check?

There are a number of ways in which you can find out if you previously had Payment Protection Insurance (PPI) or Card Repayment Protection (CRP).

If you have any product statements you could check to see if there is any evidence of premiums paid, or we could complete this review for you. Please fill out our PPI Checker enquiry form which can be found using the following link PPI Checker Enquiry Form.

Alternatively you can write to us providing your name, address and any previous name(s) and addresses that might help us to identify you. The address to write to is:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

You could also request a Data Subject Access Request (DSAR) which will contain all the information we hold on you. This request must be made in writing to the Canada Square Operations address and we will respond to your request within 28 calendar days of our receipt. Once received you will need to review the documentation to establish if you held PPI / CRP using the index codes provided within the DSAR.

What is a PPI Checker Form?

PPI checker is a free service specifically available for customers, designed to review all the account information we hold for you to establish if you had Payment Protection Insurance (PPI) or Card Repayment Protection. Upon receipt of the online request we aim to provide a response within 28 days.

How do I make a complaint about Payment Protection Insurance/Card Repayment Protection and what information do I need to provide?

The easiest way to make a complaint about PPI/CRP is to complete the PPI questionnaire that can be found using the following link PPI Complaint Form by completing the PPI Questionnaire we will have all the information we need to assess your complaint. If you can’t remember all of the information, or you do not have any paperwork, you can still complete the questionnaire and submit this to us.

Alternatively, you can write to us and include the PPI Questionnaire.

Download the PPI Questionnaire form in PDF format

Once you have completed the questionnaire, please send this to:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

Again, don’t worry if you can’t remember all of the information, or you do not have any paperwork, you can still complete the PPI questionnaire and send together with your letter of complaint.

Below is a list of information that will help with our investigation:

Any account numbers or paperwork associated with your account(s)
Details of any previous names and addresses for the period you held your account with us
PPI consumer questionnaire, providing as much information as you can on the sale of the policy

If your name differs from what you believe we may hold on your account, please supply us with either an original or certified* copy one of the following with your complaint:

Deed poll certificate
Marriage certificate/civil partnership certificate (if this document is not written in English, a certified translation must be obtained)
Decree absolute if you have divorced and reverted back to your maiden surname (if this document does not confirm both the married surname and maiden surname a marriage/civil partnership certificate or birth certificate is also required)
Photo page on an in date passport *certified copy only
Photo card driving licence *certified copy only

*A certified copy is a copy of the original document certified by a banker, solicitor, lawyer, Notary Public or the Post Office. Certified copies should contain a statement verifying it is a true likeness of the original copy, show the name of the signatory, their company and position held along with their valid contact details.

We aim to return all original documentation within 20 working days following receipt. All original documents are returned to you via recorded delivery which will require a signature.

I’ve heard about Plevin/unfair commission, can you tell me more
about this and what it means?

In November 2014, the Supreme Court ruled in the case of Plevin v Paragon Personal Finance Ltd (“Plevin”). That decision concerned the effect of section 140A of the Consumer Credit Act 1974. Section 140A applies to certain types of credit agreements entered into within specified date ranges.

Subsequent to this, in May 2015, the FCA announced it was considering whether additional rules and/or guidance are required to deal with the impact of the Plevin decision on complaints about PPI. The FCA has now issued their final rules and guidance in Policy Statement 17/3.

The rules provide that where undisclosed commission is greater than 50% of the premium paid for PPI, it should be presumed there is an unfair relationship under the Consumer Credit Act. The FCA’s rules and guidance also set out how much money firms should pay back to put this right in such cases.

The new rule sets a deadline by which consumers will need to make their PPI complaints or lose their right to have them assessed by firms or by the Financial Ombudsman Service; this rule will come into force on 29 August 2017, with the deadline falling on 29 August 2019.

You have recently contacted me regarding Plevin ruling on high level of commissions, what should I do?

Following FCA guidelines, Canada Square Operations will be mailing all customers who have had a previously rejected PPI mis-sell complaint whose credit agreements fall within specific dates. If you have received one of these letters, please complete the form and return it in the pre-paid envelope.

I think I may be impacted by Plevin, how do I make a complaint?

The case of Plevin v Paragon Personal Finance Limited ruled that the failure by the lender to tell the consumer about high commissions made the relationship between the lender and customer unfair under the Consumer Credit Act 1974. If you think you may be impacted by this and wish to make a complaint about the high level of commission the easiest way is to complete a Commission Complaint Form.

Complete the Commission Complaint Form

Alternatively, you can download our Commission Complaint form and submit this to us at the following address.

Download the Commission Complaint Form in PDF format

Once you have completed the form, please send this to:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

Don’t worry if you can’t remember all the information, just complete as much information as you can.

I previously made a PPI complaint can I still complain about Plevin?

If you previously complained about mis-selling of PPI and 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 PPI complaint was rejected you may still be eligible to make a complaint regarding unfair commissions received on your account. The easiest way to make a complaint only about the high level of commission is to complete a Commission Complaint Form.

Complete the Commission Complaint Form

Alternatively, you can download our Commission Complaint form and submit this to us at the following address.

Download a copy of the Commission Complaint Form in PDF format

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

Don’t worry if you can’t remember all the information, just complete as much information as you can.

You contacted me some time ago telling me that I may have been mis-sold PPI / CRP. Is this letter still valid and what do I need to do to
register my complaint?

Citi contacted a number of customers inviting them to make a PPI / CRP complaint. These letters have a limited time frame in which you are able to respond. If you still have the letter please complete it and return it to us at the address stated below and we will investigate your request.

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

I cannot find any paperwork. Can I still complain?

Yes, even if you cannot find your paperwork we will investigate your complaint properly and fairly. Fill out our PPI Questionnaire form that can be found using the following link PPI Complaint Form and include any additional information you are able to provide from the time of the sale of your PPI.

If you are not sure whether a product you purchased from us included PPI, you can ask us to undertake a PPI check for you. The PPI Checker enquiry form can be found using the following link PPI Checker Enquiry Form.

This is a free service; all we ask is that you provide as much information as possible. If you can’t remember all of the information, or you do not have any paperwork, you can still submit your request.

I may want to complain, but I’m not sure if I’m eligible?

There is no eligibility criteria. If you think you may have been mis sold PPI/CRP you are entitled to make a complaint. Each complaint is assessed individually. We will promptly acknowledge receipt of your complaint and will contact you again with a final decision within 8 weeks.

Is there a deadline to submit my complaint by?

The FCA Policy Statement PS 17/3 completes the PPI Consultation process. This includes a new rule that sets a deadline by which consumers will need to make their PPI complaints or lose their right to have them assessed by firms or by the Financial Ombudsman Service; This rule came into force on 29 August 2017, with the deadline falling on 29 August 2019

My partner and I held a joint account, are we able to complain together or do we need to submit separate forms?

Yes, the complaint form does allow customers who held products jointly to complain together. Just complete the form with as much information as you can remember and submit your request. If you are no longer in touch with the person who you held the joint account with you can still submit the claim in your own name and we will process your request. Please note that you will only receive 50% of any premiums and interest by way of redress due.

I need help filling out the PPI Questionnaire.

If you are having difficulty completing the Questionnaire, we can provide you with assistance. We can also provide the PPI Questionnaire in alternative formats such as large print or braille.Please call us on 0800 358 2101 for either of these services. As each request is bespoke depending on your individual requirements the timescale required to complete this can vary. Our lines are open Monday to Friday between the hours of 9am and 5pm .

Can you help me with completing the questions for my online submission?

The questionnaire should be filled out by you. Try to be as detailed as possible. It will require you to complete each field before allowing you to move to the next fields/page.

If you are unable to remember there are appropriate tick boxes or if the field is a comments box you can write that you can’t remember or it was not applicable.

We won’t be able to provide you with account specific information over the phone, but if you don’t understand any of the questions while completing the questionnaire, you can call us on 0800 358 2101 and we can explain them in more detail.

The online system for submitting my complaint/PPI checker isn’t working. Please can you help?

We are sorry that you are experiencing problems with the online submission forms. Please accept our apologies for this.

Please refer to our Help with this site page for more information and support with this issue.

Can I make a complaint if the account holder is deceased?

Yes. Please provide us with as much information as you can about our customer as this will enable us to investigate your complaint.

Below is a list of information that will help with our investigation:

Any account numbers or paperwork associated with the account(s)
Our customer’s full name and address, including details of any previous names and addresses for the period the account was held
Our customer’s date of birth

To enable us to correspond with you regarding our customer’s account we will require an original or certified* copy of each of the following documents:

Original Death Certificate
Will and/or a UK Grant of Probate
Or, in the absence of any Will, the Letters of Administration (or equivalent)

*A certified copy is a copy of the original document certified by a banker, solicitor, lawyer or Notary Public. Certified copies should contain a statement verifying it is a true likeness of the original copy, show the name of the signatory, their company and position held along with their valid contact details.

What happens once I have raised a complaint and how do I get an update?

Upon receipt of a complaint Canada Square Operations will promptly write to you to acknowledge it. Should we require any additional information from you in support of our investigation we will request this within our correspondence to you.

We will always aim to resolve your complaint as soon as possible, however if your complaint is still under investigation at 4 weeks, we will send you a letter to inform you of the progress that we are making. We aim to deal with your complaint within eight weeks. When we have arrived at a decision we will write to you informing you of the outcome.

Step	What we do	Timescale
Acknowledgement	Log your complaint on our system before issuing you an acknowledgment letter which will include your unique PPI complaint reference.	Usually within 10 working days of receiving your complaint.
Investigation	Collect all relevant information relating to your complaint before conducting a thorough investigation.	This could take up to 6 weeks.
Final Decision	We will write to you to explain our final decision in detail and if appropriate detail the refund due to you. Any refund payment will then be made within 20 working days.	Within 8 weeks of receiving your complaint.

Do I need to use a Claims Management Company to make a complaint?

No. You are entitled to use a Claims Management Company to process your complaint and they will contact Canada Square Operations 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.

My Payment Protection Insurance (PPI) was sold many years ago, can I still complain?

Yes, you can still make a complaint. Please provide us with as much information as you can to enable us to investigate your complaint. If you can’t remember all of the information, or you do not have any paperwork, you can still complete the PPI Complaint Form.

Alternatively, you can write to us and include the PPI Questionnaire.

Download the PPI Questionnaire in PDF format

Once you have completed the questionnaire, please send this to:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

Again, don’t worry if you can’t remember all of the information, or you do not have any paperwork, you can still complete the PPI questionnaire and send together with your letter of complaint.

Below is a list of information that will help with our investigation:

Any account numbers or paperwork associated with your account(s)
Details of any previous names and addresses for the period you held your account with us
PPI consumer questionnaire, providing as much information as you can on your circumstances at the time the policy was sold.

If your name differs from what you believe we may hold on your account, please supply us with either an original or certified* copy one of the following with your complaint:

Deed poll certificate
Marriage certificate/civil partnership certificate (if this document is not written in English, a certified translation must be obtained)
Decree absolute if you have divorced and reverted back to your maiden surname (if this document does not confirm both the married surname and maiden surname a marriage/civil partnership certificate or birth certificate is also required)
Photo page on an in date passport *certified copy only
Photo card driving licence *certified copy only

We aim to return all original documentation within 20 working days following receipt. All original documents are returned to you via recorded delivery which will require a signature.

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.

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

If you are entitled to receive a refund, we will write to you to confirm how we have calculated your refund. We will provide any refund payment by cheque or account adjustment within 20 working days of the date of our letter. If you have changed your name, we will write to you requesting identification evidencing your change. Please note that we will be unable to pay any refund until we have received valid documentation.

If you have a debt relief order or bankruptcy order or you are in an Individual Voluntary Arrangement (IVA) and you are due a refund, it may be sent directly to the Official Receiver or Insolvency Practitioner. If this is the case we will explain this clearly in the letter we send you with our calculation breakdown.

Can you pay the money directly into my current account?

Any redress that is due will be sent directly to the former account holder(s) in the form of a cheque as we are unable to send the funds electronically.

If you held a loan or mortgage account with us which was sold to a new provider and the account is still open, your account must be adjusted to put it in the position it would have been in had you not taken PPI. We will do this in the form of an adjustment to the account to reduce the outstanding balance; this is in line with the Financial Conduct Authority (FCA) guidelines. If your account requires an adjustment it will be deducted from your overall complaint redress and sent directly your new account owner. We will detail the breakdown on any redress due to you on our Final Response Letter.

Can you pay the money to someone else?

Redress will only be paid to the complainant and not a third party person, such as a Claims Management Company or persons making a complaint on behalf of the customer. However should you be in an IVA (Individual Voluntary Arrangement), the redress will be sent directly to them.

I am in an active Individual Voluntary Arrangement (IVA) or have been made bankrupt, who will receive the redress?

If you are in an active IVA or have been made bankrupt, any redress due will be paid directly to the insolvency practitioner or the company managing your insolvency arrangement.

Once you have made your complaint, it may be worthwhile contacting them to inform them that you have submitted a complaint to ensure that they still require any redress that is paid.

How is PPI compensation calculated?

As a general rule, if your complaint is upheld and you are due a refund it will include all insurance premiums paid, interest on those premiums and where applicable, interest calculated at 8% (less basic tax). A full breakdown of how your refund was calculated will be included in your final response letter.

Is there tax payable on any refund I might receive?

From 1 October 2013, the tax laws changed and Her Majesty's Revenue & Customs (HMRC) requirements mean we must deduct income tax at the basic rate (currently 20%) from any interest paid. HMRC treat the additional payment which relates to 8% interest as taxable income and as such we will deduct income tax at the basic rate.

If you are not liable for income tax at all, you can reclaim any tax deducted from HMRC.

What can I do if I am still not happy with your decision?

If you have any additional information which was not considered as part of your complaint, please let us have this we will then review this and inform you of our decision.

In your final response letter we will have detailed if you have the right to refer your complaint to the Financial Ombudsman Service (FOS).

The Financial Ombudsman Service was set up by Parliament to resolve individual complaints about financial services. They can give a free and unbiased answer to miss sold PPI complaints complaints procedures. You can contact the FOS as follows:

The Financial Ombudsman Service
Exchange Tower
London E14 9SR

United Kingdom

Email: ppi@financial-ombudsman.org.uk
www.financial-ombudsman.org.uk
Tel: 0300 123 9 123 or 0800 023 6222
Opening hours 8am to 8pm Monday to Friday, and from 9am to 1pm on Saturdays.

I have referred my complaint to the FOS. What will happen now?

We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will liaise directly with the FOS to deal with complaints as quickly as we can. In the meantime we will be unable to discuss the complaint with you, whilst the FOS completes their investigation.

Where can I find potentially helpful sources of information on PPI complaints?

The following bodies have information relating to PPI complaints and /or advice on making a complaint:

Financial Ombudsman Service

Financial Conduct Authority

Citizens Advice Bureau

Financial Services Compensation Scheme

Money Advice Services

I want to make a complaint which is not about PPI, how do I do this?

All our accounts are now closed or have been transferred to a new provider, If your account has been transferred to a new provider, please contact them directly using the details in your welcome letter which you would have received when the account was first moved. If you would like to contact Canada Square Operations about an account that was not transferred or is closed, please write to us at:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

I’ve received a Plevin mailing letter, however it does not have an account number on it. Will you still be able to deal with my complaint
if I don’t know my account number?

The Financial Conduct Authority guidance requires us to pro-actively contact customers who previously had a PPI complaint that was rejected. This is to give them the opportunity to make a further complaint in relation to the amount of commission received by your lender which may have been unfair. As you’ve received a mailing from us it means that our records indicate you may have made a complaint about PPI mis-selling which was previously rejected.

If no account number has been included on your form you should still make the complaint and when we receive your completed form we will investigate your complaint properly and fairly using the information you supply as well as any details that we already hold.

The data relates to the first half of 2018, January through June and includes the number of complaints opened in this period, the percentage of these closed within 3 days and 8 weeks, and the percentage of closed complaints that we upheld. The biggest category of complaints for Canada Square Operations and CitiFinancial Europe Ltd is general insurance and pure protection, with the majority of these relating to PPI.

For a period following the Plevin v Paragon court case, we put complaints on hold in accordance with FCA DISP rule 1.6.2 (2a) until we could provide customers with a complete and accurate response. Therefore, we were unable to close these complaints within the 8 week time frame. This accounts for the number of complaints closed within 3 days and closed within 8 weeks not always adding to 100% in the tables below.

The Information is updated every six months, with the next update due by 28 February 2019.

Firm name: Canada Square Operations Ltd (formerly known as Egg Banking plc)
Other firms included in this report: n/a
Period covered in this report: 1 January - 30 June 2018
Brands/trading names covered: Canada Square Operations (formerly known as Egg)

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed within 8 weeks

Percentage upheld

Banking & Credit cards

19.1%

79.8%

19.1%

Home Finance

87.5%

12.5%

54.1%

Insurance & Pure protection

39134

46657

1.3%

96%

53.6%

Decumulation, life & pensions

Investments

Firm name: CitiFinancial Europe Ltd
Other firms included in this report: n/a
Period covered in this report: 1 January - 30 June 2018
Brands/trading names covered: Citi Cards and CitiFinancial Loans

Number of complaints opened

Number of complaints closed

Percentage closed within 3 days

Percentage closed within 8 weeks

Percentage upheld

Banking & Credit cards

2.6%

97.4%

18%

Home Finance

100%

54.1%

Insurance & Pure protection

10578

13528

6.3%

86.5%

60.2%

Decumulation, life & pensions

Investments

*There are sometimes more complaints closed than opened, why is this?
The column entitled 'Number of complaints opened' shows the total number of complaints which were opened in the six month period. The column called 'Number of complaints closed' shows all the complaints which were closed in that same period and includes some complaints which were opened before this reporting period.

Canada Square Operations Ltd (formerly known as Egg Banking plc) has transferred ownership of its credit card accounts to Barclays Bank plc. Complaints related to Egg credit cards and related insurances received after 29 April 2011 are reported by Barclays Bank plc and are therefore not included in the figures above

Canada Square Operations Ltd (formerly known as Egg Banking plc) has transferred ownership of its savings and mortgage accounts to Yorkshire Building Society. Complaints related to Egg savings and mortgage accounts and related insurances received after 31 October 2011 are reported by Yorkshire Building Society and are therefore not included in the figures above. You can find details of YBS's complaints data on the YBS website.

Help using our services

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Our helpline telephone number is 0800 358 2101 and our lines are open Monday to Friday 9am to 5pm. You can contact us on this number if you require assistance completing any of our forms, to request any of our documents in an alternative format or if you require correspondence to be translated.

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What you think counts

Canada Square Operations Ltd part of Citigroup (formerly known as Egg Banking plc)

PRIVACY STATEMENT

CLOSED AND DIVESTED RETAIL BANK AND CONSUMER FINANCE OPERATIONS:

Personal / Consumer Banking, Consumer Loans, Mortgages and Credit Cards and other financial services products and services

Help using our services

Canada Square Operations Ltd part of Citigroup
(formerly known as Egg Banking plc)