PPI And Purchase Insurance

PPI and Purchase Insurance are not available to new customers. This information is provided for customers who have previously held a PPI or Purchase Insurance policy.

IMPORTANT INFORMATION ABOUT PPI AND PURCHASE INSURANCE

CANCELLATION OF PPI AND PURCHASE INSURANCE

All PPI and Purchase Insurance policies have now been 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).

HOW TO MAKE A CLAIM

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.

HOW TO MAKE A COMPLAINT

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
Chelmsford
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.

Delay Payments for 12 months with Buy Now Pay Later when you spend £50 or more

Interest is calculated and compounded daily at a typical rate of 44.9% per annum for the delayed payment period and repayment period and is charged to your account at date of order as a lump sum.

Remember, avoid paying all interest by paying the cash price before the end of the delayed payment period. This can be done in one full payment or multiple partial payments.

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What is Buy Now Pay Later?
Buy Now Pay Later is an interest bearing option that allows you to delay payments on your purchases for up to 12 months. The delayed payment period starts from the date of order (including pre-ordered items and those not ready for immediate dispatch).

You can choose:
A delayed payment period of 12 months and then a repayment period of 104 weeks when you spend £50 or more.
A delayed payment period of 12 months and then a repayment period of 156 weeks when you spend £99 or more.

How interest is calculated?
Interest will be charged for the delayed payment period and the chosen repayment period.

Interest is calculated and compounded daily at a typical rate of 44.9% per annum for the delayed payment period and repayment period and is charged to your account at date of order as a lump sum. This calculation factors in the planned payments that are requested during the repayment period. Your interest rate is personal to you and will be detailed in checkout.

How to avoid paying interest?
You can avoid paying all interest for both periods by paying the cash price before the end of the delayed payment period. This can be done in one full payment or multiple partial payments.

Making partial payments may result in a portion of the lump sum of compound interest being refunded at the end of the delayed payment period.

Remember if you choose not to pay the full cash price before the end of the delayed payment period any outstanding balance plus the lump sum of compound interest applied at the date of order will become payable.

How do I make a Buy Now Pay Later payment?
To make a full or partial payment simply log into My Account, choose "Make a payment", select "Pay Buy Now Pay Later" and allocate your payment to the specific item(s) you wish to pay off. Alternatively, you can call us.

What happens after the delayed payment period?
If you have not made any payments towards your Buy Now Pay Later, the outstanding balance plus the lump sum of compound interest will be payable across your chosen repayment period. This will now be included in your account minimum payment request each month.

If you have made partial payments, but not cleared the full cash price before the end of the delayed payment period, the outstanding balance plus a reduced lump sum of compound interest will become payable. The repayment amount agreed for the repayment period will remain the same, meaning the repayment period may be shorter than originally agreed.
If you have paid the cash price in full before the end of the delayed payment period, you will not pay any interest.

What is excluded from Buy Now Pay Later?
The costs for delivery, installation services and any warranty and insurance products cannot be placed on Buy Now Pay Later. Buy Now Pay Later availability is subject to your credit and account status.

Do I still have to pay my minimum payment?
Yes, allocating payments to Buy Now Pay Later will not cover the minimum payment for your Littlewoods account. If you have a non-Buy Now Pay Later balance on your Littlewoods account, you will still need to make at least your minimum payment as shown on your statement.