Santander extends PPI deadline after website crashes under last-minute demand

Santander bank and picture of PPI claim deadline campaign
There is still time if you could not get through to Santander last night (Picture: PA/Getty Images)

More time has been given to submit PPI claims with Santander because too many people got in touch right before yesterday’s 11.59pm deadline.

The bank has not yet confirmed when the deadline will be extended to, so it’s best to act quickly if you think you might be owed some money.

The Financial Conduct Authority (FCA) says it has no plans to extend its deadline but expects banks to ‘treat customers fairly’.

A message on Santander’s website says: ‘Due to the high volume of customers contacting us about PPI you can continue to make a PPI complaint or to submit PPI enquiries using the details below.’

PPI, – or Payment Protection Insurance – was added to products like credit cards, store cards, personal loans, car loans and mortgages between 1980 and 2010 and intended to protect people in the event of illness or unemployment.

Santander signage above a branch.
The bank was one of many which was inundated with last minute claims (Picture: PA)

But it was widely mis-sold, with people often not being made aware of policies and customers who were not eligible for cover pressured into purchasing it.

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According to MoneySavingExpert.com, one of the largest known pay-outs so far has been to Mike Weaver who received £247,000 from Lloyds in March.

FCA figures reveal around £36,000,000,000 has already been paid back to customers since January 2011.

Santander was one of many banks overwhelmed with a surge of last minute claims.

Just hours before the deadline people were left waiting up to 90 minutes on the phone after a number of websites crashed.

Issues have also been reported at Co-op Bank, Natwest and Royal Bank of Scotland.

The animatronic head of Arnold Schwarzenegger being placed in a hydraulic press during an advert to remind people how long they have left to complain about PPI, as people have just a week left to make a complaint about PPI to their provider, or they will miss out on their chance of a refund.
An animatronic head of Arnold Schwarzenegger in a hydraulic press was used by the FCA to remind people of the impending deadline (Picture: PA)

Some other banks including Natwest, RBS and HSBC have said customers may be able to complain if there have been ‘exceptional circumstances’ causing them to miss the date.

An FCA spokesperson said: ‘We have no plans to extend the 29 August 2019 deadline. This has been widely publicised, and it is clear from the high level of consumer activity that the FCA and firms have seen that people are well aware of the deadline.

‘However, we will be expecting firms to follow the principle of treating customers fairly.

‘Where a firm knows that customers may have had trouble accessing their services (whether website or phone) in the run-up to the deadline, then we would expect them to apply a pragmatic approach to dealing with complaints received immediately after the deadline.’

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