Making a Mortgage Payment Protection Insurance (MPPI) Complaint

If you feel have been mis-sold a Mortgage Payment Protection Insurance policy we would like to hear from you.

If you feel that you might have a claim for mis-sold MPPI

If you believe you have been mis-sold a MPPI policy you have a right to claim for compensation. However you do not need to use the services of a claims management company (CMC) to do so.

You can make your complaint directly to us and not use a CMC. A claim sent directly to us means that you will receive 100% of any compensation awarded. If you use a CMC, you could lose 25% or more in CMC fees so the compensation that you will receive will be lower not higher.

How to make an MPPI complaint

If you are unsure if you have an MPPI policy with us or you want to make a complaint, please contact us and we can check our records and let you know, you can do this by

  • calling us on 0800 083 2429
  • e-mailing us at
  • writing to us at the following address - Insurance Department, Furness Building Society Emlyn Hughes House, Abbey Road, Barrow-in-Furness, Cumbria, LA14 5PQ.

If you already know you have an MPPI policy, to provide us with information to support your complaint please download the form below:


  • You can print off the PDF version of the complaint form - to fill in by hand you need to sign the completed form by hand and post it to us with any relevant papers and documents to the above address

If you need any help, please call us on 0800 083 2429

If you have already made a complaint

We're working hard to resolve your complaint and we'll be in touch as quickly as possible

This is the process we will follow after receiving your complaint:

  • We will acknowledge your initial complaint in writing within 5 workding days of its receipt
  • We will aim to contact you directly within 8 weeks with a decision based on the case information

Please note that there may be exceptions to this timeline dependig on the information available to use.

All customer complaints follow our offical complaints procedure.

For information about the two year PPI claim deadline you can visit the FCA's PPI website or call the FCA's PPI helpline 0800 101 8800 and discover whether you are eligible to make a claim.

The FCA have also produced a PPI information leaflet - PPI complaints end 29 August 2019 - what will you decide

Other useful sites providing free advice are:





Like most websites Furness Building Society use cookies, and in order to continually improve our website, we collect non-personal data through cookies. By continuing to use the website you are accepting the use of these cookies. To find out more read our Cookie Policy.