Returning the Pack


This section deals with problems which might cause a delay in processing your PPI Check and the methods we use to contact you if we need further information before we can approach your lender.

Once your pack is received by Gladstone Brookes our first job is to check that all the information we need has been included. All of the documents we have sent to you are necessary for the check to proceed and if you have returned the pack with some documents missing or not signed in the correct place your check will have to be placed on hold until we can obtain the right information.

Please remember – if it is a joint check then both parties will have to sign all of the documents before they are returned in the reply paid envelope. Sometimes this may differ for your lender, but we will advise you of any different requirements, if this is the case.

Frequently Asked Questions

  • Why do you need additional information?

    Some lenders may request additional information in order to investigate your PPI, for example if they are unable to trace your details or if there is any difference between the details we have provided for you, and what they hold on their records for you.
    If you have moved house since you took out the agreement please supply your old address so your lender can trace the account. If you have changed your name by marriage or deed poll please include evidence of your former name.

  • What happens if I can’t find my account number?

    Gladstone Brookes has special agreements with a number of financial institutions who provide a ‘Pre-Submission’ service; aiming to identify PPI attached to clients agreements, before a check is submitted. This process also aims to provide any account numbers necessary to make the check. Speak to one of our helpful advisers on 0800 862 0361 who will be able to advise you which of your lenders offer this process.

  • What if my bank or lender does not have a Pre-submission process?

    Some of the lenders we take on do not have a Pre-submission process. For these lenders, we would request a Data Subject Access Request (DSAR) from them. This report should contain all of the information your lender holds on file for you, which should confirm whether or not you have had PPI with them. This is also a way of identifying whether you have had any additional products with them which may also have had PPI. All of the lenders on this list , we can either approach via their Pre-submission or request a DSAR.

  • What happens when you make the claim?

    Once your completed pack has been returned to us we contact your lender to check if PPI was ever attached to any of your agreements. If PPI is found we contact you to complete the PPI Questionnaire with you, so that we can issue a formal complaint to your lender, naming any specific accounts you have been able to identify but also asking them to check if PPI was mis-sold on any other agreement you may have had with them. Our average time for a final decision to be issued is within 8 to 16 weeks of the claim being acknowledged by your lender.

  • The lender can’t trace my account, but I gave you the details at the start.

    Sometimes, some lenders records do not go back far enough to trace your details. If this is the case, we will advise you and try to obtain as much additional information from you that may help your lender in locating you. For example, it could be that they have you on their records as living at a previous address you did not initially advise us of. In some cases, it may be that they require documentation, which we would also advise you of.

  • Can you get account numbers for me?

    Our PPI Check process aims to identify any PPI that you held as far back as your lender’s records go. Depending on your lenders’ records, they may need an account number or documentation from you at some point. We can try to assist you, but the best way to find the number is for you to check any documents you hold – bank accounts, statements, on-line banking etc – or simply call the lender and ask for the number. You have a right to the information. Click here for a list of Bank & Lender Contact Numbers.

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0800 862 0361

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