How to contact us
You can contact us with details of your complaint by e-mail, telephone or by post.
Please title your e-mail "PPI Enquiry" and send to email@example.com
0117 908 6589.
What happens next?
We will handle your complaint in line with our complaint procedure. This can be found here.
What information will I need to provide?
To allow us to trace your agreement, please provide as much of the following information as possible.
- Your name
- Full name of agreement holder (If not yourself)
- Your contact details / Address and postcode
- Any previous address and postcode applicable at the time of the agreement
- Registration number of the vehicle(s) in question
- Account number of your agreement (if available)
Should you have any questions about making a claim or just about PPI in general, please feel free to contact us on 0117 908 6589 or email us at firstname.lastname@example.org
Commission Only (Plevin) Complaints
When a bank, lender or other provider sold a PPI policy, the PPI provider would pay them commission for arranging or making the sale. The money for this commission would come out of the payments you made for the PPI policy.
Following a Supreme Court ruling and new rules and guidance from the FCA, customers can complain that their lender earned a high level of commission from the sale of PPI but didn't make this clear when it was sold to you.
A high level of commission typically means it was more than half of what you paid for your PPI policy. The new rules on the sale of PPI mean you now have the opportunity to:
- Complain about us receiving a high level of commission from your PPI policy and it was not disclosed to you at the time, even if PPI was not mis-sold or you don't think it was mis-sold.
- Complain again to us about us receiving high levels of commission and it not being disclosed to you if you previously had a PPI complaint rejected.
Please note- As per the deadline of 29th August 2019 for PPI enquiries, ALD will not consider a claim for unfair commissions (Plevin) after this date. However, if you believe that you were unable to pursue an enquiry as a result of exceptional circumstances, you may still contact us to make an enquiry.
When doing so, please explain clearly (with reasonable supporting evidence) the circumstances that caused you to complain after the August 29th 2019 deadline and why you consider these circumstances to be exceptional. ALD will review these on a case by case basis and provide you with our final response to your enquiry.
Should we agree to accept an enquiry due to exceptional circumstanes, please provide the information as outlined above for a PPI claim.
Please note that if you've already complained about PPI, your complaint was upheld and you had a refund of half or more of the money you've paid for PPI, we will not consider a complaint about the commission we earned.
This is because there is no remaining loss that you need to be compensated for, and you don't need to complain again.