Citi Payment Protection Insurance (PPI)

The PPI Deadline date has been set by the Financial Conduct Authority (FCA). You now have until 29th August 2019 to submit your PPI claim.

No paper work needed

No account number required

We can search the last 30 years

Fast Reliable Service

Canada Square Operations Ltd which is part of Citigroup is now responsible for handling PPI complaints for products that were sold by the company formerly known as Citi.

Citi bank like many other banks in the United Kingdom has sold PPI alongside their products and accounts to customers. The types of accounts that Citi have sold PPI on are credit cards, loans, and mortgages.

The PPI mis-selling scandal has affected millions of Citi customers, many of whom have already received a refund for mis-sold PPI from Citi. If you believe that you may have been sold PPI by Citi at any time and want to submit a PPI claim to Citi or run a free PPI check to check if you have ever had PPI with Citi you will need to ensure that your complaint is sent to Citi or to the Financial Ombudsman Service on or before the PPI claims deadline of 29 August 2019 that the Financial Conduct Authority (FCA) has s or else lose your right to have your complaint assessed. 

Citi PPI Check

If you are unsure whether you have had PPI with Citi or know that you have had PPI with Citi and would like more information about it, you can use our online form to find out for free. Checking with Citi to find out if you have had PPI does not cost you anything and will not affect your relationship with Citi.

The information that will be needed for a Citi PPI check is quite straightforward. You will need to provide us with the following basic details to check for Citi PPI:

-The details of your current address

-Your address at time of opening the account (if different from your current address)

-If you were known by any other names when you opened the account/signed the credit agreement

-Your date of birth

-Name of any joint account holder (if applicable). Please note that the joint account holder information is not compulsory if you want to check or claim for PPI on a joint account where the joint account holder is deceased or that you no longer have any contact with. This is because any eventual mis-sold PPI payment that you may receive from Citi regardless of the status of the joint account holder would need to be paid separately to each of the account holders so that they may each receive their share of the payment. 

How Do I Make A Citi PPI Complaint?

We have put in place a simple and fair process for making complaints about Payment Protection Insurance (PPI) policies you have previously bought from Citi. You can complain to Citi about PPI in writing by post, online, by phone, or in branch. It does not matter whether you did not know that you had PPI or if you were aware that you did have PPI, the fact is that you can complain and submit a PPI claim to Citi if you think that the PPI may have been mis-sold. 

Making a complaint about PPI or PPI commission will not affect your relationship with Citi. Upon receiving your PPI claim Citi will acknowledge your complaint within 5 working days and provide a personal complaint reference number. Citi will then conduct a thorough investigation of how PPI was sold to you using all the information available to them. Citi are obliged to provide you with a decision on your complaint within 8 weeks.

Making A Complaint About Citi PPI Commission

A percentage of what you paid for your PPI premium may have been commission and some people may be due a refund of some of the PPI premiums that they have paid towards PPI. This commission would have been paid to the bank or broker of the PPI, rather than the whole amount going towards paying for your insurance.

A Supreme Court ruling made in 2014 in the case of ‘Plevin vs. Paragon Personal Finance Ltd ruled that Mrs Plevin had been sold a PPI policy but was not told that a high percentage of the premium was paid in commission. The Supreme Court ruled that this made her relationship with her lender unfair under section 140A of the Consumer Credit Act 1974.

Following the Supreme Court ruling the FCA set out guidelines on how banks should investigate and correct PPI commission and has defined high commission as being anything more than 50% of the cost of the PPI premium.

You may have been affected by PPI commission if:

You weren’t told about PPI commission

The PPI commission paid was more than 50% of your premium

Your credit agreement was covered by section 140A of the Consumer Credit Act 1974

Not everyone who complains about PPI will be affected by the Plevin ruling about PPI commission. There are a number of factors that can affect your entitlement to a refund of PPI commission and we will be happy to discuss them with you further if you require any further assistance. 

We have set up a simple way to complain about commission on your Citi PPI policies. Just fill in our enquiry form on this page and we can start the process of investigating whether you were charged a high level of commission by Citi for PPI.

Which brands have Citi sold PPI under?

Citi are responsible for many related brands that have sold PPI so you can also contact Citi for the following brands about PPI:

Citi credit cards, loans, mortgages



Citi Card

CitiFinancial Europe plc


EGG Card-credit cards

EGG Money-loans

Egg mortgages

Future mortgages

Some Citi credit card accounts were transferred to Opus Card and New Day in 2010. If your Citi credit card was closed before November 2010 it very possibly may not have been transferred to Opus.

Opus is currently responsible for any PPI complaints in relation to any Citi credit card accounts that were still open and transferred to Opus in 2010.

Canada Square Operations are currently responsible for all of the Citi brands complaints, including PPI complaints; apart for complaints from accounts that were transferred to Opus in 2010 and Barclays in 2011. So any new PPI complaints or PPI information requests would need to be sent to Canada Square Operations. 

If you are unsure if your account was transferred to Opus or Barclays please contact us to discuss this further and we will try to assist you to locate your account.

Citi Payment Protection Insurance FAQ’S

How can I check if I have had PPI with Citi?

If you are unsure if you have ever had PPI with Citi or any of the brands that Citi are responsible for you can use our online form to request a FREE Citi PPI Check. We can check for any PPI you may have had with Citi or their group of companies and provide you with this information for free. It is then your choice if you would like us to proceed with a PPI claim for any PPI that is located that you feel was mis-sold to you.  

Is your Citi PPI check Free?

Yes. Our Citi PPI check is completely free of charge. In fact we can check for PPI for Citi and any of their related brands. Our free PPI check is not just related to Citi and the free PPI check can be used to check for any PPI sold by any of the other major UK lenders and other not so well known lenders.

I Have Forgotten The Name Of My Lender, Can I Still Check For PPI As I think It May Have Been Citi?  

To run a Free PPI check we will need to know the name of the lender who you would like to check with for PPI. If you are not completely sure if Citi or one of the brands that Citi are responsible for were your lender we can still check with them to see if they can trace you in their records and if they can trace any PPI information for you. Please note that we cannot just keep on contacting lenders in the hope that they may have been your lender, so we would only check with Citi for PPI if there was a reasonable chance that you think they may have been your lender at some stage.

Am I eligible to complain to Citi about mis-sold PPI?

There are many reasons as to why you may be eligible to complain to Citi about PPI. The most important factors in a Citi PPI complaint will be what you were or what you were not told when the PPI was sold to you. For instance you may have been told that the PPI was compulsory or that by taking out PPI your chances of being accepted for the finance would be better. Here is a list of the most common reasons that we come across for PPI being mis-sold:

-You were told that PPI was compulsory

– You were told that by taking out PPI your chances of being accepted for the finance would be better

– You were not told that the PPI was optional

-The PPI was added without your knowledge or consent

-You were not told anything about the policy

-You were advised that the PPI had a cooling off period where you could cancel it (this is normally 30 days from the date that PPI was sold)

-You already had other cover in place so did not need the PPI

-You received 12 months sick pay from your employer

-You were a civil servant at the time and already covered by a generous sickness and redundancy package from the government

-You had savings to rely upon that could have repaid the debt in full or covered the repayments of the debt for 12 months

-You were self-employed

-You were a company director

– You worked less than 16 Hours per week

– You were a temporary or contract worker

– You were unemployed

– You were a student

-You were a housewife

– You were retired

-You were working abroad

– You were a home carer

– You were suffering from any pre-existing medical conditions such as Arthritis, Asthma, Diabetes, Eczema, Epilepsy etc.

What Information will I need for a Citi PPI Claim?

The information that you will need to provide for a Citi PPI Claim will vary depending on your own personal circumstances and the information that you have available at the time that you make the claim. However where we identify PPI on an account for you and you feel that it was mis-sold then we can still submit a PPI claim to Citi on your behalf even when there is very little further information available.

Information you will need for a Citi PPI Claim:

-Any account/card and relevant PPI policy numbers.

-The start dates of the PPI policy/s.

-Information about how your PPI policy was sold to you, for example on the phone, in branch, through the post, internet application etc.

-What you took out your loan/credit card/finance for.

-Your employment details at the time you took out PPI, including salary and whether your employer provided any level of pay if you were unable to work.

Please note that we can assist you to get the information together for your PPI claim as part of our Free PPI Check, so please do not worry too much if you do not have very much information available in relation to the PPI or the accounts that it was sold on. in many cases we can proceed with a PPI claim with just your recollection of how PPI was sold to you.

What happens once I have complained to Citi about PPI?

Once Citi receive your PPI complaint they will have eight weeks in which to investigate the complaint and provide their complaint decision. The Citi PPI complaint claim process is as follows:

Your complaint will be dealt with in 3 steps by Citi:

Step 1: Acknowledgement- Citi will acknowledge your complaint within 5 working days of your complaint being received and give you a personal reference number. Once you have your reference number it will be easier to get an update on the progress of the complaint investigation.

Step 2: Review- Citi will conduct a thorough investigation of how PPI was sold to you using all the information available to them. Citi might need to contact you if they have a question about the information you have provided them or they need more information from you to complete our investigation.  

If any more information is needed Citi will try and reach you by phone or email to let you know they are trying to reach you. Please provide as many contact details as possible so we can help Citi to resolve your PPI complaint as quickly as possible. It can take up to 6 weeks for Citi to resolve PPI complaints, but is often sooner. In any event Citi should get in touch with you within eight weeks of your complaint even if they may require more time in which to resolve the matter.

Step 3: Complaint Response- Citi are obliged to provide you with a decision on your complaint within 8 weeks of receiving your complaint. However, in some cases this could take longer than 8 weeks, and if If does, then Citi should contact you to let you know that their decision has been delayed. Most PPI complaints are dealt with by Citi within 8 weeks.

Where else can I get more information and help on Citi PPI complaints?

There are a number of free sources of help and support related to PPI. The following websites provide information relating to PPI:

  • The Financial Conduct Authority (FCA) – regulate the financial sector and protect consumers. The FCA provides general information to help you understand PPI. But they cannot give you advice about your individual circumstances or complaint.

You can contact them on 0800 101 8800 or write to:

Financial Conduct Authority
12 Endeavour Square
E20 1JN

  • Financial Ombudsman Service (FOS) – a free, independent service for settling disputes between financial businesses and their customers. They can deal with complaints about a wide range of financial issues, including PPI.

You can contact them on 0800 023 4567 or write to:

The Financial Ombudsman Service
Exchange Tower
E14 9SR

You can contact them on 0800 138 7777 or write to:

The Money Advice Service
Holborn Centre
120 Holburn

You can contact them on 03454 04 05 06 or write to:

Citizens Advice consumer service
2nd Floor, Fairfax House
Merrion Street

  • Financial Services Compensation Scheme (FSCS)(opens in a new window) – If you think you were mis-sold PPI by a provider that has gone out of business, you may be able to claim on the Financial Services Compensation Scheme (FSCS). FSCS may cover you if you are, or were, a customer of an authorised financial business in the UK that no longer exists.

Please see FSCS leafletdownload (Opens in a new window) for further information or visit

Start My Free PPI Check

If you would like to start a Free PPI check or start a PPI claim fill out our form and provide us with some basic details. Alternatively you can call or email us with your enquiry.