0141 844 0017 (Glasgow)

01698 440 820 (Lanarkshire)

0131 224 0094 (Edinburgh)

01224 510 086 (Aberdeen)

01382 270 065 (Dundee)

Complaints Procedure

At Payment Protection Scotland we want to ensure you have satisfactory experience, but we accept that things can occasionally go wrong. If there is any part of our service or process that you are unhappy with then please let us know, we can normally put thing right quickly.

How to contact us

You can make a complaint verbally or in writing via one of the following methods:

Write to us at: Payment Protection Scotland, Suite G15 Citibase, New Alderston House, 3 Dove Wynd, Strathclyde Business Park, Bellshill, ML4 3FB

Email us: info@paymentprotectionscotland.co.uk

Call us on:  01698440820

We will always strive to resolve your complaint when you first raise it, however, if we cannot then our process is as follows:

Step 1 Acknowledging the complaint

We will send you a written acknowledgement of a complaint within two business days of receipt, in which we will identify the staff member who will be handle the complaint. Wherever possible, 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 complaint.

Step 2 Investigating the complaint

Within four weeks of receiving a complaint, we will send you either:

  • a final response adequately addressing the complaint; or
  • a holding response, which explains why we are not yet in a position to resolve the complaint and indicates when we will make further contact with you.

Step 3 Final response

Within 8 weeks we will write to you with a full account of our investigations and the decision or
a response which:
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; and
informs you that you may refer the handling of the complaint to the Financial Ombudsman Service) if you are dissatisfied with the delay.

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 that you accept. Appropriate redress will not always involve financial redress but could involve an apology or another suitable form of redress.
If you remain unhappy

  • If you wish to refer your complaint to the Financial Ombudsman this must be done within six months of our final response to your complaint.
  • 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
E14 9SR

  • We may object to the Ombudsman looking at your complaint if it has not been made within the time periods noted or if it relates to a case closed before the regulations came into effect on 1st April 2019.
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Payment Protection Scotland

Scotland's Most Successful PPI Claims Company:
With Offices in Glasgow, Edinburgh, Aberdeen, Dundee & Bellshill

Payment Protection Scotland is a trading name of Payment Protection Services Ltd. regulated by the Financial Conduct Authority in respect of regulated claims management activities (SC404848). Its authorisation is recorded on the website at www.fca.org.uk/firms/financial-services-register (Temp Auth No. FRN 837088). Registration with the Information Commissioners Office (ICO); registration number Z354206X. Registered as a company in Scotland; Company Number (SC404848). Registation Address; 272 Bath St. Glasgow G2 4JR

No Win No Fee – charges may apply if you cancel after the 14 day cooling off period, see website at www.paymentprotectionscotland.co.uk for full Terms of Engagement. Fees are 24% (VAT Inclusive) for all contracts entered into after 1st April 2019. Contracts entered into prior to 1st April 2019 are chargeable at the rate outlined in such contracts. Our fees are subject to regulatory change.