Who is PA (GI)?

Between 1988 and 2004, PA (GI), which was a wholly-owned indirect subsidiary of Royal & Sun Alliance (R & SA) Group, sold creditor insurance policies, which included Payment Protection Insurance (PPI) through third party agents. Among these was the clothing retailer Next Plc, which sold the policies in connection with its store card accounts.

If you took out a Next store card account before January 2005* and think you were sold PPI in relation to your Next store card account and would like to make a complaint, please contact us.

*As PA (GI) stopped underwriting PPI policies in December 2004, any Next store card account taken out after January 2005 would not have had PPI included.

How you can make a complaint

If you have a complaint, we want to hear from you. We operate a full complaint handling service which will allow you to get your complaint to us in a variety of ways. Please use this free service to make contact with us, using one of the contact methods below:

By phone 

As a first step, please call us on 0203 819 7609 between 9.00am and 5.00pm, Monday to Friday. This number is a low call rate, although costs can vary between telecom providers.

In writing 

You can write to us at:
Complaints Team
PO Box 72690
London
E1W 9NP

By email

You can email us, but please be aware that emails are not 100% secure.

Claims Management Companies 

You may have seen some publicity about Claims Management Companies and you may even have been approached by one. Claims Management Companies operate by making a complaint on your behalf and will typically take a fee from any compensation that is paid.

Claims Management Companies do not provide a free service. The Financial Conduct Authority advises that if you decide to use a Claims Management Company for any type of complaint make sure you understand the fees it charges, and never pay a fee upfront. In addition, make sure it is regulated by the Claims Management Regulator or is a member of a professional body (for example the Law Society of England and Wales, the Law Society of Northern Ireland or the Law Society of Scotland) because they must meet certain standards.

For more details please take a look at the FCA’s How to Complain.

What we need from you

To help us investigate your complaint quickly and thoroughly, please give us your full name, address, account number and, if you can, a telephone number where we can contact you. If you have any statements from your account, please send copies of these with your complaint as they will help our investigation into your complaint. Don’t worry if you haven’t kept any statements. We can contact Next on your behalf to obtain the information we need to investigate your complaint.

When can you expect a response from us? 

We will send you a letter within five working days acknowledging your complaint. We will also ask you to complete a ‘Letter of Authority’ which allows us to approach Next on your behalf to obtain the information we need to investigate your complaint.

On receipt of your completed Letter of Authority we will ask Next to confirm that you had PPI and provide what information they hold about your account.

In accordance with the Data Protection Act, Next has up to 40 days to provide this information to us. On receipt of this information we aim to resolve your complaint within two weeks (10 business days) from the day we receive it.

If we haven’t been able to resolve your complaint within eight weeks, we will write to you again explaining why the investigation is taking longer. Whenever possible, we will also tell you how much extra time we expect to take.

What happens if we are not responsible for your complaint? 

If your complaint needs to be dealt with by another company, we will pass your complaint on for that company to investigate, and will let you have their contact details.

What if you are unhappy with our response to your complaint? 

If you have received a final response from us and are unhappy with the outcome of our investigation, or if we have not given you our final response within eight weeks and you are unhappy with the time we are taking, you can ask an independent Ombudsman to review your complaint. There are several Ombudsman schemes in the UK and Ireland that provide consumers with a free, independent service for resolving disputes between firms and their customers.

Find out which Ombudsman to contact, if you choose to do so

View the complaint handling report for the period 1 July to 31 December 2016 for PA(GI)

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