Santander customers facing longest delays

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9 Mar 2020

According to a Which survey, Santander customers are most likely to still be waiting for a decision, with 67% telling us their claim has been delayed.

Santander said: ‘We would like to thank customers for their patience while we work through the PPI cases that were received ahead of the deadline. We are making good progress on working through the huge number of cases that were submitted on time.

‘The volume of PPI complaints submitted in the run up to, and on the FCA’s deadline day exceeded all expectation across the industry and we continue to work with the FCA to manage this.’

Customers of Royal Bank of Scotland (RBS) – owners of NatWest and Ulster Bank – also experienced long delays, with 60% of its customers telling us they haven’t yet received a decision.

And 71% of those who submitted a claim to Ulster Bank, part of RBS, still haven’t been told whether they’re owed a payout.

RBS told Which to visit its website for an explanation about the delays. Its PPI claims page says: ‘We received significant volumes of PPI complaints in the period around the 29 August 2019 PPI deadline, and we are currently unable to provide a response to customers as quickly as we would like.

‘Please accept our apologies for any delays you may experience whilst we deal with your PPI complaint.’

Barclays customers were found to be the most likely to have had their claim processed so far, 71% of those who have made a PPI claim to the bank have been given a decision.

The bank said it’s doing ‘all it can’ to process remaining claims as quickly as possible.

Read the full Which article.