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This is the current section.Payment Protection Insurance Consumer Questionnaire
 Complaint registered

Royal Bank of Scotland Mis-sale complaint OLAF

Payment Protection Insurance Consumer Questionnaire

This application form collects information to include within your Royal Bank of Scotland Mis-sale complaint OLAF. Use the appropriate buttons at the end of the application form to proceed or to end your application.Please be aware that some explanatory text is included within the form.

This is stage 1 of 2. Required fields are indicated with an asterisk (*). Please do not use your browser's 'back' button to move back or you may lose some of the information you have already entered.

  • Important: Please note that we will be unable to accept your PPI complaint unless there is a significant reason that has prevented you from submitting this prior to the 29/08/19 FCA PPI Deadline.
  • This questionnaire is for consumers to bring a complaint about the sale of Payment Protection Insurance (PPI).
  • Please fill in this questionnaire, giving as much information as you can.
  • It may take you some time to fully complete the questionnaire and get your facts together; having all the information in one place will allow us to assess your complaint quicker.
  • Fields marked with an * are mandatory and are required information to be able to process your request.
  • If you need any assistance in completing this form, please call us on 0800 015 0319.
Section A: About you

A.1: Your Circumstances

Is there a significant reason that has prevented you from submitting your PPI complaint prior to the 29/08/19 FCA PPI Deadline? *

(Please note that in some circumstances we may ask you to provide supporting evidence)
A.2 Your name and contact details

Your details
Details of anyone complaining with you
A.3 If someone is complaining on your behalf (e.g. a relative or claims manager) please give us their details
A.4 Additional Support
As part of our process we issue letters and texts to keep you informed during the journey. We want to make this as easy as possible, so if you are experiencing difficult personal circumstances, or you feel our process may need to be adapted to suit a particular need you may have (for example braille or large print), please let us know here.
Do you require any additional support? *

If yes, please select the additional support you require (Tick one or more boxes)

Section B: About the money you borrowed
B.1. If you have already checked which products and brands you have/had PPI with us on, and are now raising a complaint, please complete this declaration only and then move to Section C.
B.2. If you know the specific brands and products you wish to complain about, please select all that apply from the options below.
B.2a. Please select the product(s) you wish to complain about.
Select all that may apply

B.2b. Please select the brand(s) relevant to your complaint.
Select those that may apply

* Royal Bank of Scotland provided credit cards and store cards (through Style) on behalf of other companies. For a full list of store cards and credit cards please click here
B.2c. Additionally NatWest Group provided finance through other third parties. Please select all that apply.
Select all brands that may apply

We will log complaints about the sale of PPI on all the products and brands that you select above.
Section C. About your complaint
This section is for you to tell us what happened when you took out the payment protection insurance
For example, please tell us any details you remember about:
  • When, where or how the sale took place (via the internet, telephone, in branch etc.), and who you spoke to at the financial business
  • Any Account or Policy Number(s) for the products you are complaining around
  • Your employment status at the time the policy/policies were sold, and whether this changes during the policy
  • Any employment benefits you were entitled to at the point of sale, or any savings you held at the point of sale
  • The details of any claims you may have made against the policy/policies, and whether these were successful
  • Please also provide a convenient time to contact you in case we need to gather any further information for us to complete a full and fair investigation into your complaint
Section D. Your Declaration