Payment Protection Insurance (PPI) Complaint form

Completing your PPI complaint usually takes 30 minutes. You can’t save the form, so you’ll need to set aside time to complete it in one go. This form may time out if left inactive for a period of 20mins.

The Complaint Form asks for your personal and financial details in relation to Payment Protection Insurance ("PPI") or Credit Repayment Protection ("CRP") products and your relationship with Egg Banking Plc, CitiFinancial Europe Ltd or Future Mortgages Ltd (Dukinfield Mortgages Ltd).

We will use these details in investigating your complaint and to contact you in relation to your complaint. For more information of how we use your details please refer to the Privacy Statement on our website.

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

Canada Square Operations Limited (formerly known as Egg Banking plc), part of Citigroup, handles all complaints arising from insurance products from Egg Banking Plc, CitiFinancial Europe Ltd or Future Mortgages Ltd (Dukinfield Mortgages Ltd). Canada Square Operations Limited is the data controller of the information you submit using the PPI Complaint Form.

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

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

This form needs to be completed by the policy holder or with the policy holder present. You can’t use this form if you’re a claims management company, solicitor or insolvency practitioner. If you are acting on behalf of the policy holder, please print the PPI questionnaire and send the completed form in writing to:

Canada Square Operations
PO Box 4903
Worthing
BN99 3AR

To download a copy of the PPI Questionnaire form in PDF format click here

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A.1 Your Name and Contact Details
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Date of birth
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Current address
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Previous Address 1
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Previous Address 2
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Previous Address 3
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A.2 Is anyone else complaining with you? *

By completing this part of the form with the details of a joint product or policy holder, you are confirming you wish to raise a complaint on behalf of both yourself and the joint product or policy holder. You are also giving us consent to process the joint product or policy holder’s details in line with the terms of our Privacy Statement. If you only wish to raise a complaint for yourself, even if the product or policy was held in joint names, answer this question as “no” and only complete the areas relevant to you.

Joint Complainant Details
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Current address
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A.4 Do you know the policy number or account number of the product you are complaining about? *
B.1 When did you take out this payment protection insurance?
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B.2 Did the payment protection insurance provide single cover (to cover just you) or joint cover (to cover you and your partner)?
B.3 How was this insurance sold to you?
B.4 Did the financial business give you advice or recommend that you take out this insurance?
B.5 How did you pay for this insurance?
B.6 What is the current situation with this insurance?
B.7 Have you ever made a claim on the payment protection insurance you're complaining about?
C.1 What did you buy the payment protection insurance to cover?

As you have selected credit card please ensure that the person making the complaint is the primary card holder

C.2 What was your reason for borrowing the money (or taking the credit)?
C.3 Have you ever missed any payments or gone into arrears on the loan or credit you listed previously?
D.1 At the time you took out the payment protection insurance, what was your employment status? *
D.4 How long had you been working there when you took out the payment protection insurance?
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D.5 If you were employed when you took out the insurance would you have received any pay from your employer if you were off work due to sickness or an accident or if you were made redundant? *
D.6 If you hadn't been able to work (because you were ill, in an accident or had been made redundant), would you have had any other way of making your payments? *
D.7 When you took out this insurance, did you or your partner have any health problems or where either of you registered as disabled? *
Joint Complainant
D.1 At the time you took out the payment protection insurance, what was your employment status? *
D.4 How long had you been working there when you took out the payment protection insurance?
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D.5 If you were employed when you took out the insurance would you have received any pay from your employer if you were off work due to sickness or an accident or if you were made redundant? *
D.6 If you hadn't been able to work (because you were ill, in an accident or had been made redundant), would you have had any other way of making your payments? *
D.7 When you took out this insurance, did you or your partner have any health problems or where either of you registered as disabled? *

For example, please tell us any details you remember about:

  • Where the sale took place - and who you spoke to at the financial business
  • The information you were given before you took out the insurance
  • How the cost, benefits and terms of the insurance were explained to you
  • The questions you asked before taking out the insurance
  • Why you decided to take out the insurance
  • We confirm that we want to make a complaint about the sale of all PPI policies described.
  • We confirm that all the information given in this form is true and accurate to the best of our knowledge ' and we consent to it being used in the investigation and resolution of our complaint relating to PPI policies described in this form.