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If you haven't complained to your provider by 29 August 2019, you won't be able to claim money back for PPI - so you should make your decision as soon as possible

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

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 –

Future mortgages


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.

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.

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.

Our helpline telephone number is 0800 358 2101 and lines are open Monday to Friday 9am to 5pm.

From 1st August - 6th September we will operate extended open hours. During this time our lines will be open from 8am to 8pm Monday to Friday.

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.

If you haven't complained to your provider by 29 August 2019, you won't be able to claim money back for PPI - so you should make your decision as soon as possible