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Complaints Procedure

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How to make a complaint

Here's what you need to do:

  1. Call or write to us

    At St. James's Place Bank we are committed to making it as easy as possible to resolve your complaint. We'd like to discuss the details of your case with you directly so your concerns can be resolved as quickly as possible. You can call us on 0800 001 5265, or write to us at St. James's Place Bank, PO Box 17317, Edinburgh EH12 1AZ.

  2. Download and complete a Financial Ombudsman Service (FOS) Payment Protection Insurance (PPI) Questionnaire

    If you decide you want to proceed with your complaint, download the FOS PPI Questionnaire and fill in the details of your case. Filling in a FOS PPI Questionnaire from the Financial Ombudsman Service helps us process your complaint as efficiently as possible.

  3. Send it directly to us

    Send the FOS PPI Questionnaire directly to us at St. James's Place Bank, PO Box 17317, Edinburgh, EH12 1AZ. We are committed to resolving complaints. We have employed additional new members of staff to help clients with their queries about PPI policies.

Frequently Asked Questions

How do I make a complaint about the way that my PPI was sold?

If you have a query about the way that your PPI was sold you can ring a telephone line: 0800 001 5265.

If you prefer to write the address for correspondence is:

St. James's Place Bank
PO Box 17317,
Edinburgh, EH12 1AZ

We encourage our clients to talk to us about PPI:

  • We are best placed to deal with any queries our clients have about their PPI policy.
  • Clients should call us or visit our websites for further information.
  • Rather than talk to a Claims Management Company (CMC), you can find all the information you need about raising a complaint about how your PPI policy was sold on this page. Your complaint will be assessed in exactly the same way if you come to us directly, but you will avoid having to share any potential compensation payments with a Claims Management Company. Further information on CMCs can be found in a joint note from the CMC Regulators (Ministry of Justice), the FSA, the FOS and the FSCS.
  • The easiest way to raise a query about a PPI policy is to complete a FOS PPI Questionnaire. Once you have completed the form please send it directly to us at the address above.
  • By filling out the FOS PPI Questionnaire we will have all of the information we need to assess your complaint.

What was the Judicial Review and what was the outcome?

In October 2010 the British Bankers' Association (BBA) asked the Courts to review the recently published rules made by the Financial Services Authority (FSA) in relation to PPI sales-related complaints. The BBA also asked for a review of the guidance published by the Financial Ombudsman Service (FOS) on the handling of PPI complaints.

In May 2011 we announced that we would no longer be participating in the BBA's Judicial Review. The BBA subsequently decided that it would not be appealing the Court's decision that the FSA's rules should be implemented in full.

What does the end of the Judicial Review mean for my PPI Complaint?

If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, you do not need to do anything. We have recently agreed new timelines with the Financial Services Authority (FSA) for dealing with certain PPI complaints:

  • If we received your complaint before 06 May 2011, we will provide a full response as soon as possible, and no later than the end of August 2011;
  • If we received your complaint on or after 06 May 2011 and before 01 September 2011, we will provide a full response as soon as possible, and no later than within 16 weeks; and
  • If we receive your complaint on or after 01 September 2011 and before 31 December 2011, we will provide a full response as soon as possible, and no later than within 12 weeks.

These new arrangements extend the time period we have to deal with on-hold PPI complaints and high volumes of new complaints. The deadline has been extended to ensure that we are able to handle complaints effectively and do the best thing for our clients.

I received an ex-gratia letter. Is this affected by the end of the BBA's Judicial Review?

The announcement does not affect your ex-gratia letter. You remain free to accept or decline this offer as outlined in the letter.

I have a complaint that has been referred to the FOS. Will this be affected by the end of the BBA's Judicial Review?

We will work with the FOS and provide them with all of the relevant case notes to allow them to complete their investigation. We will also liaise directly with the FOS to deal with complaints as quickly as we can.

I want to make a complaint about the way that my PPI was sold can I still do so?

Yes. Clients who have concerns about how their PPI policy was sold should contact us directly. Details of how to contact us are provided above. We encourage our clients to talk to us about PPI. Refer to the "How do I make a complaint about the way that my PPI was sold?" Q&A for details.

I have already made a complaint but I haven't received a final decision. What will happen now that the BBA Judicial Review is over?

If you have previously received a letter from us advising that we could not reach a decision on your complaint pending the outcome of the Judicial Review, you do not need to do anything. We have recently agreed new timelines with the FSA for dealing with certain PPI complaints.

  • If we received your complaint before 06 May 2011, we will provide a full response as soon as possible, and no later than the end of August 2011;
  • If we received your complaint on or after 06 May 2011 and before 01 September 2011, we will provide a full response as soon as possible, and no later than within 16 weeks; and
  • If we receive your complaint on or after 01 September 2011 and before 31 December 2011, we will provide a full response as soon as possible, and no later than within 12 weeks.

These new arrangements extend the time period we have to deal with on-hold PPI complaints and high volumes of new complaints. The deadline has been extended to ensure that we are able to handle complaints effectively and do the best thing for our clients.

If you have any questions about your complaint, you can contact us on the details above.

I have received a letter telling me about BBA/FSA/FOS and that I wouldn't receive a response until after the Judicial Review. I don't understand it.

We had sent some of our clients a letter explaining how the Judicial Review has impacted the way we handle PPI sales-related complaints and how we would only be able to assess their complaint once the legal proceedings were concluded.

Now that the BBA Judicial Review process is over clients who received this letter will have their complaint revisited and we will be advising them of the final outcome as soon as possible, and no later than the end of August 2011. You do not need to do anything further.

Will you be reopening my complaint which was originally not upheld?

We are not reopening complaints that have already been closed. When responding to complaints, we always tell clients that they have 6 months to raise any concerns over our decision to the Financial Ombudsman Service (FOS). If you have new or different concerns, then we'll be happy to review those as part of any new complaint you raise with us.

We are also reviewing certain Payment Protection Insurance sales processes dating from 2005. If we find the need for a further assessment of the sale of your PPI policy we will write to you. At the moment, you do not need to do anything.

You have made an offer to refund my PPI policy premium. Will that offer change now?

No. We will stand by any offer to settle a complaint that has already been made to you or a third party CMC acting on your behalf.

What will happen to unresolved complaints?

We wish to handle and resolve all complaints quickly and to the satisfaction of our clients. We will review your complaint and advise you of the final outcome as soon as possible, and no later than the end of August 2011 if we have received your complaint before 06 May 2011. If we have received your complaint on or after 06 May 2011 and before 01 September, we will provide a full response as soon as possible, and no later than within 16 weeks of receiving the complaint. If we receive your complaint on or after 01 September 2011 and before 31 December 2011, we will provide a full response as soon as possible, and no later than within 12 weeks.

Will I be compensated for any delays?

We take all complaints very seriously and are committed to handling them on a fair and consistent basis. In line with our complaint-handling policy we will assess your PPI complaint and will provide compensation, including the backdating of interest and payments, where appropriate.

Can I still buy PPI from you?

No, sorry. We no longer sell PPI.

Is my PPI cover affected by the outcome of the Judicial Review?

No. Your PPI cover will not be affected by the outcome. The review is related to the handling of PPI sales-related complaints, not the cover provided by PPI.

I have cancelled my PPI Policy. Can I still make a complaint?

Yes. You can still make a complaint about how your PPI Policy was sold even if you have since cancelled the policy. Details of how to complain are provided above. It's easy for you to complain to us directly so you don't need to use a Claims Management Company. Your complaint will be assessed in exactly the same way if you come to us directly but you will avoid having to share any compensation payment with a Claims Management Company.

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