PPI complaints

Northern Rock offered Payment Protection Insurance (PPI) with mortgages and loans until June 2009. These policies were designed to cover the customer's mortgage or loan repayments in the event of an accident, sickness or unemployment. The policies were sold by Northern Rock on behalf of insurance providers.

If you think you were mis-sold PPI, or you want to find out if you purchased PPI, please read the information below.

Please note - if you have already received a refund of PPI premiums for being mis-sold a PPI policy by Northern Rock, then no further compensation is due to you, so you do not need to contact us.

Please be assured that by checking or complaining about PPI, neither your relationship with us, nor your credit score will be adversely affected in any way.

If you need additional support, such as correspondence in a different format, or just to speak to someone we can help >

PPI complaints deadline

In March 2017, the Financial Conduct Authority (FCA) confirmed that customers wishing to complain about the mis-sale of their PPI policy (if sold before 29 August 2017) have until 29 August 2019 to register their complaint. This means that you will need to have registered your PPI mis-selling complaint with us by this date in order for us to consider your case.

You can find out more about the PPI complaints deadline on the FCA website.

Do I have PPI?

If you were sold a PPI policy by Northern Rock, you may be entitled to compensation.

Northern Rock sold a range of PPI policies on behalf of different insurance providers.

If you are unsure whether you purchased PPI from Northern Rock, you can make an enquiry using our online form.

I want to complain

If you have PPI and feel that your policy was mis-sold, you need to fill in a PPI questionnaire.

Submit an online form

Find our online forms here. To help us process your case quickly, please complete as many sections as you can (we will contact you if we need additional information).

Download a form

If you prefer to complete a questionnaire by hand, you can download and print a form here – send your completed questionnaire to:

NRAM Mortgage Operations
PO Box 625
Durham
DH1 9JJ

Receive a form through the post

Call us on 0330 159 9610* and we will be happy to post a copy of the questionnaire out to you.

Undisclosed/high commission charges (Plevin v Paragon Personal Finance Ltd)

The Financial Conduct Authority (FCA) has been assessing the industry approach to PPI mis-selling complaints. In November 2014, the Supreme Court ruled in Plevin v Paragon Personal Finance Ltd that a failure to disclose to a client a large commission payment on a single premium PPI policy made the relationship between a lender and the borrower unfair (under section 140A of the Consumer Credit Act 1974).

In March 2017, the FCA published their final rules and guidance in PS17/3 'Payment protection insurance complaints: feedback on CP16/20 and final rules and guidance'. The new rules came into effect on 29 August 2017. Since this date, firms can no longer place such complaints ‘on hold’ and are obliged to provide affected customers with a timely and final response for complaints relating to large / unfair commissions.

A link to the FCA final rules and guidance can be found here:

Please note - if you have already received a refund of your PPI premiums for being mis-sold a PPI policy by Northern Rock, then no further compensation would be due as a result of any commission that had been charged, so you do not need to contact us again.