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Payment Protection Insurance (PPI) Complaints

If you have already made a complaint to us you do not need to do anything. We will be in touch as soon as we have an update on your case.

If you have a concern about how your PPI Policy was sold, it's easy for you to contact us directly so you don’t need to use a Claims Management Company (CMC) who will typically charge an upfront fee or take a proportion of any compensation you may be due. We assess complaints sent directly to us in exactly the same way that we treat complaints from a CMC, so by coming direct you will not be disadvantaged.

How to make a complaint and PPI complaints Q & As


At Intelligent Finance, we aim to provide you with the highest standards of service. However, sometimes things can, and do, go wrong and when this happens we encourage customers to tell us about it so we can aim to put things right. Our staff will do all they can to resolve any problems and ensure that you receive a quick and fair response to any complaints you may have.

We have a complaints handling procedure in place. Our procedures meet the standards set by the Financial Conduct Authority (FCA). The FCA have published consumer guidance on how to make a complaint. Copies can be downloaded from the FCA website.

Complaints Data

We are committed to transparency and publish details of the complaints data we last reported to the Financial Conduct Authority. View the complaints data for firms associated with Intelligent Finance.

Phone Us

Most customers' concerns can be resolved by our Contact Centre staff, who will do all they can to help. To speak with a member of staff in the Contact Centre please call 0345 609 4343. If they are unable to do so, the complaint will be passed to a specialist team for investigation.

Write to us

If you prefer, write to us at:

Intelligent Finance
Customer Relations
PO Box 890

E-mail us

If you are an existing customer and are registered online with us you can use our secure e-mail facility to send us your complaint. To do this you must log in to your plan and select the 'Contact Us' function. You will receive an automatic response to confirm we have received your e-mail, which will then be passed to the Complaints Team for investigation.


Our complaints procedure is designed to ensure that each complaint is dealt with fairly and to your satisfaction. We will send you an acknowledgement letter within 5 working days of your complaint being received by us. If our investigations are not completed within 4 weeks, we will confirm by letter the reasons for the delay.

If our investigations have not been completed within 8 weeks, we will outline our findings to you by letter, explain why we have been unable to resolve the issue and highlight your referral rights to the Financial Ombudsman Service. We will be pleased to deal with all your concerns, however if your complaint relates to additional services offered to Intelligent Finance customers via a third party, you may wish to contact them direct.

The Financial Conduct Authority (FCA) gives us a maximum number of days to issue a final response;

  • • If your complaint relates to payment services or e-money (e.g. Direct Debit, Online Transaction) we aim to issue a final response within 15 business days after receiving your complaint. Should something outside of our control cause a delay, the FCA gives us a maximum of 35 business days.
  • • For all other types of complaint the Financial Conduct Authority (FCA) gives us eight weeks to issue a final response but we will aim to get your complaint resolved well before this deadline.

For matters relating to Pinnacle Insurance plc:

Pinnacle Insurance plc
Pinnacle House
A1 Barnet Way

Telephone: 0208 207 9005

For matters relating to Halifax General Insurance Services Limited:

Halifax General Insurance Services Limited
Trinity Road

Telephone: 0345 723 3343

For matters relating to Legal & General Group:

Legal & General Assurance Society Limited
PO Box 1186
East Sussex

Telephone: 0370 010 4080

The Total Mortgage Protection Plan (TMPP):

The TMPP Administration Unit
PO Box 534

Telephone: 0345 600 6007


We are committed to resolving complaints whenever possible through our complaints procedure. If we are unable to resolve your complaint we will provide you with details of how to refer your complaint to financial Ombudsman Service. The Financial Ombudsman Service is an independent service for consumers with unresolved complaints about financial firms and offers a flexible and informal dispute resolution service.

You can contact them at:

Financial Ombudsman Service
Exchange Tower
E14 9SR

Telephone: 0800 023 4567



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