Your options

Claim Yourself – you can make a complaint that your PPI policy was mis-sold yourself. There is plenty of guidance available on the internet, including how to make a complaint for free. You can check if there are other ways to make a complaint for free, such as checking if your Home Insurance policy provides the service or membership of a Trade Union.

If you make a complaint yourself, and the complaint is rejected, you can refer the claim to the Financial Ombudsman Service. You must refer the complaint within 6 months of the date of the Final Decision Letter or it will be time-barred. The Financial Ombudsman Service is free to use. If the firm who sold the PPI is no longer trading you may be able to refer the complaint to The Financial Services Compensation Scheme, and this service is free.

Claims Management Company – you can employ a Claims Management Company to make a complaint that your PPI policy was mis-sold. PPI Advice Ltd is a Claims Management Company and we make a charge for our services.

Cost of our Services

Our charge is based on a ‘No Win – No Fee’ basis at 15% plus VAT of the net amount you receive. Clients living in the UK and within the European Union pay 15% plus VAT – a total of 18% of the refund. Clients living outside of the UK and European Union pay 15% of the net amount refunded and are not charged VAT.

We only charge a fee if you receive an actual payment from the lender or PPI policy seller. Our fee is based on the net amount of the refund and not on the gross amount of the refund.

If your compensation is used to reduce an outstanding debt, we only charge a fee based on the amount you receive, and we do not charge a fee for any refund money retained by the lender or PPI policy seller.

Examples of our Fee

We cannot forecast our fee. The examples shown below illustrate how variable our fee can be.

Compensation 15% Fee VAT Total Fee
£1000 £150 £30 £180
£3000 £450 £90 £540
£10000 £1500 £300 £1800

Becoming A Client

To become a client, you complete a Terms and Conditions form, a Client Details Form and a Letter of Authority. We need a Letter of Authority form for each lender and credit type. We prepopulate these forms with your details so that you can sign them.

When we receive your forms, we confirm you have become a client and advise if we have any other requirements. We advise you have a right to change your mind and this applies to the first 14 days. You can cancel the agreement after the first 14 days without incurring any costs but once an offer of compensation is made in accordance with the FCA and FOS guidelines we reserve the right to charge our agreed fee for the work we have undertaken.

We will seek to establish if PPI was attached to your finances. We will issue Information Requests to your lenders and when we receive replies we will advise if PPI was attached to your finances. We do not manage claims to certain lenders, and we will advise you accordingly.

The Complaints Process – What We Do

Once you become a client, we will do the following: –

The Complaints Process – What We Expect From You

Service Standards – Our Complaints Procedure

We strive to ensure that our clients have no cause for complaint in relation to the services we provide. In the unlikely event that you have a concern or wish to raise a complaint with regard to any service we have provided you may submit a formal complaint. This procedure sets out the process which should be followed.

  1. Complaints may be made in writing, by letter or e-mail or by telephone or in person, in respect of a claims management service that we have provided. In the first instance a complaint should be made to or addressed to:

    Carl de Lima, PPI Advice Ltd, 11A Woodside Road, West Moors, Ferndown, United Kingdom BH22 0LY

    Telephone number: 01202 855 257    Email:

  2. We will send you a written or electronic acknowledgement of a complaint within five business days of receipt, identifying the person who will be handling the complaint for the business together with a copy of our complaint handling procedures. Wherever feasible that person will not have been directly involved in the matter which is the subject of the complaint and will have authority to settle the matter.
  3. Within eight weeks of receiving a complaint we will send you either:
    (a) a final response which adequately addresses the complaint or

    (b) a response which:

    (i) explains why we are still not in a position to make a final response, giving reasons for the further delay and indicating when we expect to be able to provide a final response;

    (ii) informs you that you may refer the handling of the complaint to the Financial Ombudsman Service if you are dissatisfied with the response, the timeframe for doing so and full contact details.

  4. Where we decide that redress is appropriate, we will provide you with fair compensation for any acts or omissions for which we are responsible and will comply with any offer of redress which you accept. Appropriate redress will not always involve financial redress.
  5. If you are not satisfied with our response, or if a complaint is not resolved after eight weeks, you may refer the complaint to:

    Financial Ombudsman Service, Exchange Tower, Harbour Exchange, London E14 9SR
    Tel: 0800 023 4 567

    Any complaint must be referred to the Financial Ombudsman Service within six months of our Final Decision Letter, or we may decline to allow the Financial Ombudsman Service to consider your complaint. The Financial Ombudsman Service will not have our permission to consider complaints received after six months, except in exceptional circumstances.
    PPI Advice Ltd is registered in England and Wales: number 8762916.
    VAT registration number 178 9075 55
    Data Protection – ICO Registration: ZA028022
    GDPR – General Data Protection Regulation 2018 – Details are available upon request
    PPI Advice Ltd is authorised and regulated by the Financial Conduct Authority – FRN 833597