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
London
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.