PPI And Purchase Insurance

PPI and Purchase Insurance are not available to new customers. This information is for existing policy holders only.



We have recently agreed with the insurer of PPI and Purchase Insurance, Aviva Insurance Limited and Aviva Life & Pensions UK Limited (“Aviva”) that these insurance products will no longer be provided on Littlewoods Shopping Accounts. Existing policy holders will have recently received a communication from us, on behalf of Aviva, giving notice that the insurance policies will soon be cancelled.

If you have any queries in relation to the cancellation of an insurance policy, please contact us on Freephone number 0800 015 9189 (lines are open 8.00am – 6.30pm Monday to Friday).


You may recently have received a letter from us in relation to your Extra Care 100 or Extra Care 300 policy. Please be aware this is a genuine letter which requires your careful consideration.

If you have any queries in relation to this letter, please contact us on Freephone number 0800 015 9189 (lines are open 8.00am – 6.30pm Monday to Friday).


If you would like to make a new claim under a PPI or Purchase Insurance policy, you can do this at any time, as long as the event that has caused you to claim happened on or before the cancellation date of your policy and you continue to meet the terms and conditions of your policy.

All types of claims except life claims:

To make any new claim other than a life claim, or if you have a query about an existing claim, please contact us on Freephone 0800 092 1920 (lines are open 9am – 5pm Monday to Friday) or write to Payment Protection Insurance Claim Team, PO Box 1190, Doncaster DN1 9PS.

Life claims only:

To make a new life claim only, or if you have a query about an existing life claim, please contact us on Freephone 0800 111 4121 (lines are open 9am – 5pm Monday to Friday) or write to us at Bereavement Support Team, Phillips & Cohen Associates (UK) Limited, Building 5, Floor 9, Exchange Quay, Manchester M5 3EF.

Claims under Catalogue Goods Protection:

To make a new claim, or if you have a query about an existing claim, on your Catalogue Goods Protection policy only, please contact us on Freephone 0800 015 9189 (lines are open 8am – 6.30pm Monday to Friday) or write to us at Insurance Claim Team, Shop Direct, Sandringham House, Sandringham Avenue, Chelmsford CM92 1LG.


If you wish to submit a complaint regarding your PPI policy you can do so by completing our online Customer PPI Questionnaire here.

Alternatively, you can download and print the questionnaire using this link Customer PPI Questionnaire. Please complete the form and return it to us at:

Shop Direct Finance Company
Customer Excellence
Sandringham House
Sandringham Avenue
CM92 1LH

The form needs to be completed by the account holder. If you have authority to act on behalf of the account holder, such as being a claims management company, executor/next of kin, solicitor or hold power of attorney, instead of completing the form online, please download it and return the completed form to us at the address above, including documentation to show that you can act on behalf of the account holder.

If you have changed your name but not told us about it, we will need to see evidence of your change of name, for example, a copy of a marriage certificate, a civil partnership certificate, decree absolute, change by deed poll, or gender recognition certificate before we can progress your complaint. Please do not send us your original document – just a copy.

Having as much information about the sale of your PPI policy and your personal circumstances at the time of the sale will help us to investigate your complaint efficiently. The Customer PPI Questionnaire allows us to capture all the information we need from you. We understand that you may not be able to remember all the information, but please try to complete as much of the form as possible. We may need to contact you if we have any questions about the information you have provided or if we need any further details from you.

If you would prefer to speak to one of our advisors to make your complaint, please contact us on Freephone 0800 015 8512. Our lines are open Monday to Friday 8.00am to 6.30pm.

If you are unhappy with the outcome of your complaint you may refer the matter to the Financial Ombudsman Service by writing to them at South Quay Plaza, 183 Marsh Wall, London E14 9SR or by contacting them on Freephone 0800 023 4567 or 0300 123 9123 (calls to this number are charged at the same rate as 01 or 02 numbers). Alternatively you can simply visit their website at www.financial-ombudsman.org.uk and follow the instructions for referring a complaint, stating clearly the nature of the complaint and the party to which that complaint was originally addressed.


You can cancel your PPI or Purchase Insurance policy at any time. To do so, please contact us on 0344 811 1220 (lines are open 9am - 5pm Monday to Friday) or write to Customer Services, Sandringham House, Sandringham Avenue, Chelmsford CM91 1LH.

There is no charge for this service.


You can choose Buy Now Pay Later in checkout when you spend £50 or more.

Avoid any interest by paying in full within 12 months.

Buy Now Pay Later typical interest rate is 44.9% per annum. Subject to status.

Buy Now Pay Later (BNPL) allows you to delay payment for 12 months. The payment free period starts when you place your order (including items which are purchased on pre-order and/or are not ready for immediate dispatch).

Select BNPL at checkout and the repayment period of either 104 or 156 weeks. This is the repayment period you will pay over, once the payment free period (12 months) has ended.

The interest rate typically used to calculate BNPL interest is 44.9% per annum. Your interest rate will be detailed in checkout. The interest is calculated on the payment free period and the repayment period. You can avoid interest by paying the cash price in full within the payment free period.

Delivery charges and other Financial Services products are not available on Buy Now Pay Later and will appear on your next statement.

Please note, if you have non BNPL purchases on your account you will still need to make at least your minimum payment as detailed on your statement.

Credit provided, subject to credit and account status, by Shop Direct Finance Company Ltd, Aintree Innovation Centre, Park Lane, Netherton, Bootle, L30 1SL. Registered number: 4660974. Authorised and regulated by the Financial Conduct Authority. Over 18s only.