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Complaints

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Payment Protection Insurance (PPI) and Card Protection Plan (CPP) FAQs

Find answers to Frequently Asked Questions (FAQs) about PPI and CPP.

Need to contact us about your PPI or CPP?

See our PPI and CPP complaints page for details of how to call, email or write to us.

Payment Protection Insurance (PPI) FAQs

What is Payment Protection (PPI)?

PPI was a policy designed to protect your loan or credit card repayments if you couldn't work because of accident, sickness or unemployment. A successful claim would pay your loan for up to a year and your credit card up to ten months.

Taking a PPI policy can offer customers peace of mind and many made successful claims allowing them to maintain their lifestyle which might have otherwise been at risk. Many customers also chose not to take PPI with their loan or credit card.

What was PPI at LV=?

PPI was sold with loans and credit cards until 31 January 2008. PPI is not same as an Income Protection or Mortgage Protection policy that you may have taken out with LV=.

How do I know if I've got PPI?

It'll show on your credit agreement and as a separate transaction on your monthly credit card statement. If you're not sure if you have PPI, please fill in our enquiry form or write to us at PPI Complaints Department, LV=, County Gates, Bournemouth, BH1 2NF and we'll be happy to confirm if your loan or credit card has PPI and give you the details if you need them.

How do I make a PPI complaint?

There are three ways. You can:

  • call us on 0800 022 3867 for loans or 0800 022 3930 for credit cards
  • use our complaints form
  • write to us at PPI Complaints Department, LV=, County Gates, Bournemouth, BH1 2NF

Card Protection Plan (CPP) FAQs

What was Card Protection (CPP)?

You may have bought card protection directly through CPP Ltd to protect your LV/Frizzell Credit Card or through LVBS (Liverpool Victoria Banking Services Ltd) or Frizzell Bank when you applied for your credit card or called to register/ activate a card.

The average annual cost of a card protection policy is currently £30.

The features of this product included:

  • being able to cancel all your lost or stolen cards and order replacements in one phone call
  • insurance cover if you lost your keys, handbag or wallet

How do I know if I have CPP?

It'll show as a separate transaction on your monthly credit card statements (card protection plan) or as a separate tick box on your credit agreement. If you're not sure please contact CPP Ltd on 0844 848 2914 who'll be able to confirm if you have/had a CPP policy and if it was sold by LV=. Or fill in our enquiry form or write to us at CPP Complaints Department, LV=, County Gates, Bournemouth, BH1 2NF and we'll be happy to confirm if your credit card has CPP and give you the details if you need them.

How do I make a CPP complaint

There are three ways. You can:

  • call us on 0800 022 3930
  • use our complaints form
  • write to us at CPP Complaints Department, LV=, County Gates, Bournemouth, BH1 2NF

Other FAQs

How far back can I complain about PPI or CPP?

You can complain about a PPI or CPP policy no matter when it was taken out. If you took it out more than 14 years ago it'll help if you can provide us with any documents you have.

What's the difference if I use a Claims Management Company (CMC)?

None, we treat all complaints the same whether they come straight from you or through a CMC. However the CMC may charge you a fee or take a 'cut' from any compensation we pay you.

What happens after I make a complaint?

When we receive it, we'll log it on our complaints system and send you a written acknowledgement within five working days. If we need more details from you to help our investigation, we'll ask for them and include a pre-paid envelope for you to send them to us.

We'll then start investigating your complaint. We want to resolve it as quickly as possible but if it'll take longer than 28 days, we'll write to you again and let you know how it's going. We aim to give you our final response within 56 days of receiving your complaint.

How are compensation offers calculated?

For PPI, any compensation offer we make is in line with the Financial Ombudsman Service and Financial Conduct Authority (FCA) guidance.

For both PPI and CPP, we aim to put you back in the position you would've been in had you not taken it out by:

  • refunding all the premiums you paid, including any interest charged on these premium
  • paying compensation calculated at the rate of 8% per annum from the date you made each payment

If I make a successful claim on the PPI or CPP, can I still complain?

Yes but as we aim to put you back in the position you would've been in had you not taken the policy we'll deduct any claims from your total refund. If the claims payments you received are more than the amount of premiums you paid you won't be due any refund.

Where else can I get help from?

If we can't resolve your complaint, the Financial Ombudsman Service may be able to help you. Their service is free for you, but you'll need to contact them within six months of receiving our final response letter.

Their website is www.financial-ombudsman.org.uk which includes more information about the service, including details of the various ways they can be contacted.

The Citizens advice bureau may also be able to help you.

We're not responsible for other websites

What do I do if I'm not happy with your decision?

If we can't resolve your complaint, the Financial Ombudsman Service may be able to help you. Their service is free for you, but you'll need to contact them within six months of receiving our final response letter.

Their website is www.financial-ombudsman.org.uk which includes more information about the service, including details of the various ways they can be contacted.

We're not responsible for other websites

Is tax payable on any refund I receive?

Yes, but when your claim is complete, we'll send you a tax certificate to help with claiming a refund from HM Revenue & Customs if you're a non tax payer.