Payment Protection Insurance (PPI) Information


If you think you have been mis-sold Payment Protection Insurance through First Trust Bank e.g. with a mortgage, loan, overdraft, asset finance (hire purchase) agreement or credit card you can make a complaint directly to us.

When you make a complaint about PPI, here's what will normally happen:


  • We will send you an acknowledgement letter promptly and to fully understand your complaint we will also ask you to complete a PPI Questionnaire Form. If you fill this form in with as much detail as possible prior to making a complaint it will ensure we have the information needed to process your complaint as efficiently as possible.
  • If we have not completed our investigation within four weeks we will write letting you know when it is likely to be finished.
  • We expect to be able to write to you with the outcome within eight weeks which will be our final response.
  • If this is not possible, we will advise you why there is a delay and when you can expect our final response. Click here to view our complaints procedures.
  • If we are offering you a refund we will aim to make the payment to you within 28 days of receiving your signed acceptance.

Making a complaint


If you have already made a complaint:


We are working hard to resolve your complaint as quickly as possible. You do not need to do anything further once you have contacted us to make your complaint and received our acknowledgement letter. We will be in touch with you directly with an update about your case as it progresses and wish to thank you for your patience in this matter.


If you wish to make a complaint about your PPI, you can do so speaking to staff at your local branch, calling us on 0345 4507 935†  or alternatively writing to us at:

Customer Care Department
First Trust Bank
92 Ann Street


†  Lines open: 9am to 5pm Monday - Friday (except on bank holidays). Calls may be recorded. Call charges may vary - refer to your service provider.