Making an MPPI complaint

If you feel you have been mis-sold any Payment Protection Insurance you have taken out with us, we'd like to hear about it.

PPI is an insurance policy designed to protect your loan repayments in the event you are unable to work due to an accident, sickness or unemployment. A successful claim on the policy means your insurer will make the monthly loan repayments until you are able to make the payments again, or the maximum payments under the policy have been made.

At Skipton we offer Mortgage Payment Protection Insurance (MPPI), sometimes called ASU – accident, sickness and unemployment cover. The premium would be paid each month alongside the monthly mortgage payment. No interest was charged on the insurance premium where payment was made on the due date. The policy could generally be cancelled at any time. The policy has a monthly benefit; so, for example, if the policy has a monthly benefit of £500, you would receive this amount each month from the insurer if you made a successful claim.

Details of the cover would be provided in your mortgage offer; on your annual mortgage statements or your annual insurance schedule.

If you are unsure please provide your full name and address; the address of the mortgaged property (if different) and the names in which the mortgage was held, and any other information about the mortgage you can recall. We can check our records and let you know if you had MPPI with your mortgage(s).

If you have your account number, and other details, but are unsure if you had MPPI, you can call our helpdesk on 0345 850 1711* and they can tell you if you had a policy. If appropriate they can also log a complaint for you.

If your MPPI policy was arranged through your financial advisor, it was they who provided the advice and arranged the policy and so the complaint will need to be referred to them. This applies even if the policy was arranged with your mortgage and the premiums were collected with your mortgage payment.

If you want to check if the policy was arranged through your financial advisor please contact us and we will let you know. Please provide your full name and address; the address of the mortgaged property (if different) and the names in which the mortgage was held, mortgage account number (where possible) and any other information about the mortgage you can recall.

You can contact us about your MPPI policy whenever it was arranged.

If you have any relevant information or documentation which may help us identify your policy please provide this when you contact us.

At Skipton we have an experienced complaint team who are focused on delivering fair outcomes for all our customers. We will not treat your issues any less seriously or offer you a different experience if you contact us direct. We promise to investigate your complaint fully and fairly and deliver an appropriate outcome that addresses all your concerns.

If you are successful the amount of redress will be the same whether you make the complaint yourself or use a Claims Management Company (CMC). The main difference will be that if you use a CMC you may need to pay an up front fee or agree to give them a percentage of your compensation if you use their services and are successful. By approaching us directly you get to keep 100% of any redress paid.

For more information about PPI & making a claim you can also visit the Financial Conduct Authority website at www.fca.org.uk.

You can still make a complaint if you have had a successful claim under the MPPI policy. If your complaint was successful, and redress was due, the amount paid by the insurer under any successful claim is deducted from the redress amount.

Where there has been a successful claim under the MPPI it may be the value of the claim exceeds all the premiums paid for the policy during the lifetime of the mortgage. In that case there is no financial loss. However, we will let you know if this turns out to be the case when we investigate your complaint.

You can still make a complaint if the premiums were paid by Skipton. If your complaint is successful, however, any redress will not include those premiums paid by the Society. If you cancelled the policy during the free period, or as soon as the free period ended, and did not make any premium payments yourself, there is no refund due.

We did not offer MPPI cover for a buy to let mortgage and it is therefore unlikely you held such a policy with us for any buy to let property. If in doubt you can contact us to check.

We did not offer MPPI cover on any commercial mortgage and it is therefore unlikely you held such a policy with us for any commercial property. If in doubt you can contact us to check.

No, if you are making the complaint yourself you can submit the details without their signature. However, if any redress is due it would be payable to all parties to the mortgage.

If you are submitting a complaint through a Claims Management Company we will need the signatures of all parties to the mortgage to be able to proceed with the complaint. This is because we cannot provide details of your mortgage or MPPI to a third party without the permission of all borrowers, under the requirements of the Data Protection Act.

Skipton and Scarborough building societies merged in 2009 and any complaint about a mortgage with Scarborough should be referred to Skipton and we will investigate it just as we would any other MPPI complaint.

Skipton and Chesham building societies merged in 2010 and any complaint about a mortgage with Chesham should be referred to Skipton and we will investigate it just as we would any other MPPI complaint.

Once we receive details of your concerns we will log the complaint on our system and send an acknowledgement. This will include a questionnaire, if you have not already provided one, so that we can gather as much information as possible about the sale of the policy.

We can then commence our investigation into your complaint. If we cannot issue a substantive response within four weeks we will let you know.

Once we have completed our investigation we will issue a full response to your complaint. This is called a ‘final response’ and will include details of the Financial Ombudsman Service. If you remain unhappy with our response you can refer your complaint to the Ombudsman for an independent review.

It is not necessarily the case the Ombudsman will come to a different decision than we have, though that is for the Ombudsman to decide. However, the Ombudsman publishes details of complaints it has investigated and the percentage where there has been a change in the decision. More detail can be found at: www.financial-ombudsman.org.uk.

Currently the Skipton Building Society Group has a change in outcome in only 7% of cases.

Where we determine redress is due we will refund all relevant premiums paid, with interest on the premiums, in accordance with Financial Conduct Authority guidelines.

The intention is to put you back in the position as if you had never taken the MPPI cover.

Interest on the premiums is calculated at 8% (the statutory rate) and paid gross (without the deduction of any tax on the interest). However, you may be liable for tax on the interest element of any compensation and you should check with your local tax office about your own liability.

There are a number of other sources of free help and support. Some of these are given below:

No you do not need to request a copy of your whole mortgage file before submitting a complaint. If there are specific documents you feel you need to see, such as the mortgage application form, please let us know.

If you do decide to make a DSAR through a third party, such as a Claims Management Company, we will need the signatures of all parties to the mortgage to process the request as well as a cheque for £10 for each person on the mortgage.

If you now wish to make a complaint please complete the online complaint form or download the questionnaire and send it to:

Customer Relations
Skipton Building Society
The Bailey
Skipton
North Yorkshire
BD23 1DN

Please remember to include all relevant information and any supporting documents.

Need help?

Phone Call Skipton Direct 0345 850 1755

Mon-Thurs
8am - 8pm
Fri
8am - 5.30pm
Sat
9am - 12pm
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