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    Card Protection and Identity Protection (IPA) complaints

    If at any time there is a problem with your agreement with CPP, your policy, the handling of a claim or a claim decision, please contact us at [email protected] or on the numbers below: 

    Lines are open Monday to Friday between 8am – 6pm. Calls cost no more than calls to geographical numbers (01 or 02) and may be included as part of any inclusive minutes in your package.

    Every effort will be made to respond to the complaint as soon as possible. If the complaint cannot be resolved within five working days, you will be sent an acknowledgement letter to keep you informed of progress. We will contact you again within 8 weeks from when you first contacted us with the complaint.

    If the complaint has not been resolved to your satisfaction, you can refer the complaint to the Financial Ombudsman Service www.financial-ombudsman.org.uk. Any complaint to the Ombudsman must be made within 6 months of our final decision.