The Financial Conduct Authority (the FCA) set a deadline of 29 August 2019 for PPI complaints and delivered a nationwide communications campaign to raise awareness of this deadline among consumers.

Generally, if you didn’t make a complaint to your PPI provider on or before 29 August 2019, you can no longer claim money back for PPI by complaining to providers or the Financial Ombudsman Service.

That deadline has now passed, and as such you are no longer able to make a complaint about PPI.

If you think that you have genuine exceptional circumstances which have prevented you from making a PPI complaint before this deadline, then you can contact us as explained below, and we will consider your case. Please note: we will ask you to provide evidence to support the fact that you have been unable to make a complaint before the publicised deadline.

Who is PA (GI)?

Between 1988 and 2004, PA (GI), which was a wholly-owned indirect subsidiary of Royal & Sun Alliance (R & SA) Group, sold creditor insurance policies, which included Payment Protection Insurance (PPI) through third party agents. Among these was the clothing retailer Next Retail Limited, which sold the policies in connection with its Next Directory Credit Account.
Please note, PA (GI) stopped underwriting PPI policies in December 2004, so any Next Directory Credit Account taken out after January 2005 would not have had PPI included. 

How you can check if you had PPI on your Next account

If you would like to check whether you had PPI on your Next account, you can check for free by contacting Next directly using one of the contact methods below:

Online

Chat with an advisor at https://chat.next.co.uk/ 

By email

Send an email to customer_team@next.co.uk.

By phone 

You can contact Next on 0333 777 8180 (Monday to Friday 8am-9pm / Saturday 9am-5pm / Sunday 9am-2pm)

In writing 

You can write to Next at:
Accounts Administration Department
Next Directory
Gedding Road
Leicester
LE5 5DW

If you think that genuine exceptional circumstances apply in your case, you can raise your complaint in any of the following ways. We will ask you to fully explain the reasons why you have been unable to make a complaint before the deadline of 29 August 2019 and provide us with suitable evidence.

By phone 

As a first step, please call us on 0203 819 7609 between 9.00am and 5.00pm, Monday to Friday. This number is a low call rate, although costs can vary between telecom providers.

In writing 

You can write to us at:
Complaints Team
PO Box 72690
London
E1W 9NP

By email

 You can email us, but please be aware that emails are not 100% secure.

What if you are unhappy with our response to your complaint? 

If you have received a final response from us and are unhappy with the outcome of our investigation, or if we have not given you our final response within eight weeks and you are unhappy with the time we are taking, you can ask an independent Ombudsman to review your complaint. There are several Ombudsman schemes in the UK and Ireland that provide consumers with a free, independent service for resolving disputes between firms and their customers.

Find out which Ombudsman to contact, if you choose to do so.

View the complaint handling report for the period 1 January 2019 to 30 June 2019 for PA(GI).

Copies of previous complaint handling reports can be made available upon request.


Frequently asked questions

Am I too late to raise a new PPI complaint?

The deadline to raise a new PPI complaint, set by the Financial Conduct Authority (FCA), was 29 August 2019. Generally, if you didn’t make a complaint to us before this date, you can no longer claim money back for your Next PPI policy. If you believe that exceptional circumstances have prevented you from making a complaint before this date, you can contact us using the details shown above – please note however that you will be asked to provide suitable evidence.

What are exceptional circumstances?

If you feel that exceptional circumstances have prevented you from making a complaint in time, we will ask you to explain the circumstances and let us know why they have prevented you from complaining in time. We will also ask you to provide us with suitable evidence. We will assess the information and evidence you provide to us and make a decision. An example of circumstances that we may consider exceptional are a death of a close family member, or serious ill health, just before the deadline.

I checked with Next to see if I had PPI before the deadline of 29 August 2019, but the deadline has now passed – can I still make a complaint?

If you checked with Next to find out whether you had PPI between 29 June 2019 and 29 August 2019, you can still make a PPI complaint, providing you do so as soon as you receive a response from Next, even if this response is received after the deadline.

I sent in my complaint before the deadline of 29 August 2019, but I haven’t received anything from you as yet – do I need to do anything?

When we receive your complaint, we will acknowledge your complaint in writing – this usually takes between 5 and 10 working days, but due to the large volume of complaints we have received, this may take a little longer. If you have still not received anything from us within 3 weeks of the date you raised your complaint, please contact us using the details shown above, and we will let you know what is happening with your complaint.

I have completed the Letter of Authority form you sent to me, but I have received nothing from you since – do I need to do anything?

Once we have received the completed Letter of Authority from you, we will write to Next and ask them to provide us with your account information. Once we receive this back from Next, we will investigate your complaint, and write to you with our final response. We aim to resolve your complaint within 8 weeks, however due to the large volume of complaints received, I’m afraid that this is currently taking considerably longer. We would ask for your patience and understanding at this very busy time.

Will I lose out as a result of any delay in you dealing with my complaint?

You will not be financially disadvantaged as a result of any delay in dealing with your complaint.

Will I receive a refund of the PPI premiums I paid?

If you did not have PPI on your account, we will write back to you and confirm this. If you did pay for PPI on your account, and you have not already had this money returned to you, we will generally refund these premiums to you with suitable interest added. There may be exceptions where we are not able to refund your premiums – for example if you have made a claim under your PPI policy and the value of the claim was higher than the amount of premiums you paid with interest added.


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