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PPI deadline mustn’t let banks off the hook

26 November 2015

Citizens Advice has responded to the launch of the Financial Conduct Authority (FCA)’s consultation on proposals to introduce a deadline for making payment protection insurance (PPI) complaints.

Ten years ago Citizens Advice launched a super-complaint into the PPI scandal – since then it has helped people with more than 90,000 PPI issues [ 230 kb].

Gillian Guy, Chief Executive of Citizens Advice, said:

“A deadline on PPI mis-selling claims must not let banks off the hook.

“Citizens Advice helped with almost 5,000 queries about PPI in the last twelve months which shows banks still have a way to go before there is an end to this scandal.

"It is encouraging that a communications campaign will be launched to highlight if a deadline is introduced for lodging PPI mis-selling claims. But it is vital that this is backed up by free and independent advice to ensure consumers get the all the help they need to make a claim.

“The introduction of a deadline also risks prompting a surge in cold calls from claims management companies, which can charge consumers up to 40 per cent of any compensation they get from a PPI claim despite people being able to make a claim for free.

"The Government must crack down on claims management companies profiteering on PPI and introduce a cap on the fees they can charge.”

Notes to editors

  1. The Citizens Advice service comprises a network of local Citizens Advice, all of which are independent charities, the Citizens Advice consumer service and national charity Citizens Advice. Together we help people resolve their money, legal and other problems by providing information and advice and by influencing policymakers. For more see the Citizens Advice website.
  2. The advice provided by the Citizens Advice service is free, independent, confidential and impartial, and available to everyone regardless of race, gender, disability, sexual orientation, religion, age or nationality.
  3. To get advice online or find your local Citizens Advice in England and Wales, visit
  4. You can get consumer advice from the Citizens Advice consumer service on 03454 04 05 06 or 03454 04 05 05 for Welsh language speakers.
  5. Local Citizens Advice in England and Wales advised 2.5 million clients on 6.2 million problems in 2014/15. For full service statistics see our publication Advice trends.
  6. Citizens Advice service staff are supported by more than 21,000 trained volunteers, working at over 2,500 service outlets across England and Wales.
  7. Citizens Advice has been named Charity Times 2015 charity of the year.