PPI And Purchase Insurance

PPI and Purchase Insurance are not available to new customers. This information is provided for customers who have previously held a PPI or Purchase Insurance policy.

IMPORTANT INFORMATION ABOUT PPI AND PURCHASE INSURANCE

CANCELLATION OF PPI AND PURCHASE INSURANCE

All PPI and Purchase Insurance policies have now been cancelled. If you have any queries in relation to the cancellation of an insurance policy, please contact us on Freephone number 0800 015 9189 (lines are open 8.00am – 6.30pm Monday to Friday).

HOW TO MAKE A CLAIM

If you would like to make a new claim under a PPI or Purchase Insurance policy, you can do this at any time, as long as the event that has caused you to claim happened on or before the cancellation date of your policy and you continue to meet the terms and conditions of your policy.

All types of claims except life claims:

To make any new claim other than a life claim, or if you have a query about an existing claim, please contact us on Freephone 0800 092 1920 (lines are open 9am – 5pm Monday to Friday) or write to Payment Protection Insurance Claim Team, PO Box 1190, Doncaster DN1 9PS.

Life claims only:

To make a new life claim only, or if you have a query about an existing life claim, please contact us on Freephone 0800 111 4121 (lines are open 9am – 5pm Monday to Friday) or write to us at Bereavement Support Team, Phillips & Cohen Associates (UK) Limited, Building 5, Floor 9, Exchange Quay, Manchester M5 3EF.

Claims under Catalogue Goods Protection:

To make a new claim, or if you have a query about an existing claim, on your Catalogue Goods Protection policy only, please contact us on Freephone 0800 015 9189 (lines are open 8am – 6.30pm Monday to Friday) or write to us at Insurance Claim Team, Shop Direct, Sandringham House, Sandringham Avenue, Chelmsford CM92 1LG.

HOW TO MAKE A COMPLAINT

The PPI complaint deadline has now passed

The Financial Conduct Authority set a deadline of 29 August 2019 for making a complaint in relation to PPI mis-selling or the non-disclosure of commission for PPI policies. If you didn’t make a complaint to us on or before the 29 August 2019, you can no longer claim money back for PPI by complaining to us or the Financial Ombudsman Service.

We may consider PPI complaints brought to us after the deadline if you couldn’t complain within the time limit because of exceptional circumstances. You would need to provide evidence to confirm that you were affected by circumstances that were exceptional and that those circumstances caused the delay.

Complaints about rejected claims or administrative matters not connected to the PPI sale will still generally be in time.

You can make a complaint by writing to us at the address below or by calling our Freephone number 0800 815 9189 (lines are open Monday to Friday 9am to 5pm).

Shop Direct Finance Company
Customer Excellence
Sandringham House
Sandringham Avenue
Chelmsford
CM92 1LH

Please note that the run up to the deadline has been a particularly busy period for us, which may result in your final response being delayed. If you raised a PPI complaint prior to 29 August 2019 and are yet to receive your final response letter, please be assured that we are in the process of dealing with your complaint and will be in touch with you shortly. If you have any queries regarding the status of your PPI complaint, please contact us on Freephone 0800 015 8512 (lines are open Monday to Friday 9am to 5pm).

If you are unhappy with the outcome of your complaint you may be able to refer the matter to the Financial Ombudsman Service by writing to them at South Quay Plaza, 183 Marsh Wall, London E14 9SR or by contacting them on Freephone 0800 023 4567 or 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers). Alternatively you can simply visit their website at www.financial-ombudsman.org.uk and follow the instructions for referring a complaint, stating clearly the nature of the complaint and the party to which that complaint was originally addressed.