How to – PPI – I’ve made my claim, so now what?

1 min read
August 30, 2019
woman thinking about ppi

In the mad rush to register your PPI complaint before the deadline, it’s easy to overlook a simple question. What happens next?

Here’s a quick guide.

Double-check your complaint has been registered

When you use the MSE PPI complaint tool, you should get an email confirming your complaint has been registered. This may take a little while to come through due to the sheer numbers of people who are making complaints.

If you’ve not had an email, check your dashboard

MSE uses Resolver to deliver complaints to banks and credit providers. As soon as your complaint is registered, you’ll automatically have an online dashboard where you can monitor its progress.

Go to and click on the ‘Log in’ button on the top right-hand side of the screen.

All you need is your email and the password you set up and you’ll be able to see your cases on the dashboard.

What happens now?

If you don’t get a response in a week or so, make sure to get in touch with the bank to chase things up!

The firm has a maximum of 8 weeks to resolve the complaint in full. They’ll write to you to let you know what they’ve decided. If you don’t hear from them after 8 weeks Resolver will ask you what you want to do next. You can automatically go to the free Financial Ombudsman Service if you haven’t heard anything after 8 weeks.

What if I’m happy with the result?

Just close your case. Don’t forget to let us know how it went – and if you got compensation!

What if I’m not happy?

You can use Resolver to escalate your complaint to the Financial Ombudsman. The ombudsman is a free and impartial service that looks at complaints about financial products and services. They will look at your PPI case and decide if you’ve been treated fairly. It’s likely they’ll be inundated so bear with them!

What if I’m not happy with the Financial Ombudsman’s response?

The ombudsman’s decision is binding on the firm but not on you. That means the firm has to follow their decision but you can still go to court if you want – but this will cost you money.


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