Canada Square Operations Ltd
(formerly known as Egg Banking plc)
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. Help with this site
Complaints about former Egg, Future Mortgage and CitiFinancial products are handled by Canada Square Operations Limited (formerly known as Egg Banking plc).
Please be assured that by checking or complaining about PPI, neither your relationship with your provider, nor your credit score will be adversely affected in any way.
PPI refund scams – If you have been contacted by someone telling you they can release your 'PPI refund' if you make a 'small' payment to them, 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.
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 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 Repayment Protection cover on your account.
If your Egg Card or Egg Money account was closed before October 2011 or not transferred to Barclaycard, please go to How to Complain where you will find details on the easiest way to make a complaint.
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 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.
If your Citi credit card account was closed before November 2010 or not transferred to Opus Card, please go to How to Complain where you will find details on the easiest way to make a complaint.
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.
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) 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.
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 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.
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 How to Complain where you will find details on the easiest way to make a complaint.
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 How to Complain where you will find details on the easiest way to make a complaint.
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.
Card Repayment Protection is a form of Payment Protection Insurance sold on credit cards. CRP premiums were charged monthly as a percentage of the outstanding balance on the credit card.
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 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, upon receipt of your request we will promptly write to you to acknowledge it. We will respond to your request within 30 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.
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 40 days.
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 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.
To download a copy of the PPI Questionnaire form in PDF format click here
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.
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.
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.
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 the easiest way to make a complaint is to visit our website and complete the Commission Complaint form.
To download a copy of the Commission Complaint Form in PDF format click here
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.
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.
To complete the Commission Complaint Form online click here
Alternatively, you can download our Commission Complaint form and submit this to us at the following address.
To download a copy of the Commission Complaint Form in PDF format click here
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.
register my complaint?
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
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 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 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.
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.
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
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.
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 .
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.
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.
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.
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. |
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.
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 questionnaire that can be found using the following link PPI Form.
Alternatively, you can write to us and include the PPI Questionnaire.
To download a copy of the PPI Questionnaire form in PDF format click here
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.
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 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.
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.
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.
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.
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.
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.
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.
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.
The following bodies have information relating to PPI complaints and /or advice on making a complaint:
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
if I don’t know my account number?
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.
