Please note, now that the scheme bar date has passed, all references on this website to the scheme being open are no longer current.
A+ | Reset | A-

Please see below some frequently asked questions regarding the scheme.

You may also use the search box above to find the answer to your question.

What is the 'Bar Date' and when was I informed about it?

As set out in the explanatory statement previously sent to you, the scheme would only accept claims within a set period of seven months from when the scheme became effective. The ‘Bar Date’ was 30 August 2014, and this is the day on which this claim period ended.

The explanatory statement can also be found here .

We also informed you of the bar date when we sent you your claim form in February 2014.


What supporting documentation do I need to provide in order for you to consider my claim after the Bar Date?

The circumstances of why you may have been unable to claim are individual to you and therefore you should provide as much detail as possible to show that you were out of the country for a period of six months or that you were suffering from a certified medical condition that meant you were unable to submit a claim.

Some examples of acceptable evidence could include: written confirmation from your employer of an overseas assignment demonstrating you were outside of the UK for 6 months of the claim period; official travel documents / VISA documents proving you were outside of the UK for 6 months of the claim period; any official document proving overseas deployment of a military person outside of the UK for 6 months of the claim period.

In the case of a medical condition which resulted in you being unable to register your claim with the scheme before the bar date, examples of acceptable evidence could include: a medical certificate from a GP; a hospital letter on letterhead paper.

You should include a covering note setting out as much detail as possible about why you were unable to submit your claim.


What will you do if the evidence is not sufficient?

If we receive your evidence and are not satisfied it is enough to reach a conclusion, we will write to you and request any additional evidence we consider would be reasonable to allow us to reach a decision.

How and when will you notify me if my claim has been accepted?

If we are satisfied that one or more exceptional circumstance applies we will process your claim form and you will receive a letter letting you know the outcome of your claim. We will endeavour to send this to you within eight weeks of the date of receiving your evidence.

If we are unable to accept your reasons for submitting a late claim form we will inform you in a letter, and we will endeavour to do so within four weeks of receiving your evidence.

What is the closing date for claiming where the exceptional circumstances apply?

You have submitted a claim form after 30 August 2014.

If exceptional circumstances apply, you must confirm this in writing to Scheme Processing Services Limited (enclosing supporting documents) and this letter must be received within 30 business days of the date of this letter.

If I have a complaint about my policy that was not covered under the terms of the scheme, am I still able to pursue this?

If you have a complaint about a matter that was not covered under the terms of the scheme you are still able to complain to CPP or the relevant bank / card issuer in the usual way.

Why have I been sent a letter?

You bought a card and / or identity protection policy through us (CPP), a bank or a card issuer. We have written to let you know that you may be entitled to compensation. We have setup a ‘scheme of arrangement’ for reviewing whether policyholders are entitled to compensation.

Now that the scheme is in place, you are able to ask us to review the sale of your policy if you consider you have been affected by the issues set out in the letter.


Why have I not received a letter?

We sent letters to customers in February 2014

Not all customers have been contacted as they are not covered by the scheme. This may be because:

  • you took out your policy before 14 January 2005 and did not make any payments for it after this date. The scheme does not cover payments made before this date;
  • you took out your policy after we changed the way we sold protection policies;
  • you held an identity protection policy that was not purchased by telephone from CPP;
  • based on the books and records of CPP as at 27 June 2013 the policyholder, was deceased on or prior to 27 June 2013
  • the bank or card issuer you purchased your policy from is not part of the compensation scheme;
  • previous claims on your policy or the refund of payments you made for your policy mean you have already received back more than you would be owed under the compensation scheme; or
  • previous claims on your policy or the refund of payments you made for your policy mean the amount of compensation you are owed is less than £5, which is the minimum amount required to be part of the scheme.

Or it may be that we do not have your current address. If you think you should have received a letter, please contact us using the details on the contact page.


You previously wrote to me about a vote, what was the outcome of this vote?

The result of the vote by creditors was to approve the scheme.

How do I know if I am entitled to compensation?

Now that the scheme is in place we wrote to you to ask whether you want to be considered for compensation and cancel your policy. We have included a form that you have to complete and return, to be received by us by 30 August 2014 if you wish to be considered for compensation. We will then review your form to see whether you are entitled to compensation and pay compensation if appropriate.

What happens if I do not agree with your decision?

If you have any concerns or questions about the outcome of your claim you can call us on our freephone number 08000 83 43 93 (outside the UK dial +44 1144 520 800), we are available between 8am and 9pm Monday to Friday, and 8am to 6pm on Saturdays. Alternatively, if you would like to put your concern or question in writing, you can do so at Scheme Processing Services Limited, PO Box 250, Wymondham, NR18 8DG.

If you are dissatisfied or disagree with the outcome of your claim, details of the process to raise a dispute can be found here.

Can I claim through the scheme now?

Yes, as soon as you receive your letter and claim form you can claim. You have to complete and return your original claim form to be received by us by 30 August 2014 to be considered for compensation.

Can I still claim compensation if I did not vote?

Yes. You do not need to have voted to claim compensation.

I have a current card protection policy. Does this include the pre and post notification insurance which I do not need?

No. The card protection policy was redesigned in 2011 and the misleading insurance cover was removed. If you purchased your policy before 2011 (and have renewed it after 2011), your current policy will not include the misleading insurance cover.

What do I do if I am happy with the policy or the way it was sold to me?

You do not have to return the enclosed form and claim compensation if you do not want to do so. If you are satisfied with the policy, or the manner in which it was sold to you, you do not need to do anything. If the policy is still live, it will not be cancelled under the scheme and you will continue to benefit from it.

What should I do if I am completing the form on behalf of someone else?

If you are unaware of the circumstances of the sale yourself, you should explain this, and as much as you can on behalf of the customer. In particular you should set out their recollection of the sale if possible.

If I am completing the form on behalf of someone else as a legal representative for their affairs (ie court appointed deputies or individuals given lasting power of attorney or enduring power of attorney if prior to 2007). I have not been able to establish whether the policy was mis-sold to the policyholder. Does that mean I should not submit a claim?

All claims made by legal representatives of policyholders will be considered, provided the original claim form is completed. You should state that you wish to submit a claim and, if you can, why the policyholder believes the policy was mis-sold, and attach evidence of your authority to act on their behalf.

What happens if I have complained already?

If you made a complaint after 22 August 2013 about a policy which is included within the scheme you will have received a letter notifying you your complaint will be dealt with through the scheme. However, you must still complete and return the form enclosed with your letter if you wish to be considered for compensation.

If you made a complaint before 22 August 2013 or made a complaint on a policy not included within the scheme this will be dealt with in the normal course.

Do I need to use a company to help me claim compensation?

No. You do not have to use and pay a company to claim compensation on your behalf.

What will you do after I return my claim form?

When we receive your original, completed and signed form, we will review the information and write to you with the outcome. Please note that we will only consider comments regarding why you want to be considered for compensation. If you raise any other matters we will not be able to process them and you will need to contact us separately. Please click here for details on how to contact us.

If you are entitled to compensation we will return the amount you have paid for your policy since 14 January 2005 (the date the Financial Conduct Authority started to regulate insurance products like these), less any sums paid out in respect of the policy, plus interest on the amount owed. We will endeavour to send the compensation to most customers within 8 weeks of us receiving your form. Further details of how your compensation will be calculated are set out in the letter previously sent to you explaining the scheme.

You will also have cancelled your policy, so you (and anyone else covered by the policy) will lose the benefits it provides.

Will I have to pay tax on my compensation?

The interest paid is subject to tax under HMRC legislation and as a result 20% tax will be deducted from any payment to you (if you are a company, this automatic deduction does not apply to you). If you do not pay tax, you may be able to reclaim some or all of this from HMRC. However, if you pay tax at 40/45% you may have to pay additional tax via your tax return. If in doubt you may wish to obtain professional tax advice.

Do I need to provide evidence of my reasons for claiming?

No, you are not required to provide anything other than the original claim form.

I have had a number of card or identity protection policies but have only received one form. Is this correct?

Yes. You will receive a form for each type of product you have or have held. By this we mean one form if you held card protection and another if you also held an identity protection product. If you have had more than one card protection policy, or more than one identity protection policy, you will not need to complete a form for each policy. If you do return the form and claim compensation for a type of policy, then any live policies of that type will be cancelled.

I did not know I had a policy – is this still relevant to me?

Yes. Our records confirm that you bought a policy and so you may be entitled to compensation.

What if I no longer have a policy – is this still relevant to me?

Yes. Even if you no longer have a policy you may be entitled to compensation.

Is this anything to do with Payment Protection Insurance (‘PPI’)?

No. This is nothing to do with PPI. Please refer to the appropriate appendix within the letter sent to you for the typical benefits and cost of a card and/or identity protection policy (or click on the relevant link).

I do not understand how to complete the form, can you give me more information?

If you want to claim compensation through the scheme you must

  • Complete Section B, explaining why you want to be considered for compensation. The form sets out why you may be entitled to compensation; and,
  • If you are an overseas resident only, you must also complete Section C; and,
  • Sign and date the form in section D.

Once you have completed the claim form please return the original form so it reaches us by 30 August 2014 to Scheme Processing Services Limited, PO BOX 250, Wymondham, NR18 8DG in the prepaid envelope provided.

If you want to discuss this further please call our freephone number 08000 83 43 93 (outside the UK dial +44 1144 520 800). We are available between 8am and 9pm Monday to Friday, and 8am to 6pm on Saturdays.

What is the Financial Conduct Authority?

The Financial Conduct Authority (previously the Financial Services Authority) is the independent body that regulates the financial services industry in the UK. It sets the standards that firms must meet and can take action against firms if they fail to meet the required standards.

What will the deadline for claiming under the scheme be?

The deadline is 7 months after the scheme has been finalised and come into effect. As the scheme became effective on 31 January 2014, the deadline for original forms to be received by us is 30 August 2014.

I had a commercial policy – is this still relevant for me?

Yes. Even if you had a policy to cover commercial cards you may be entitled to compensation. Please note that the annual premium paid by commercial customers may be different to individual policies.

I currently have, or am about to make, an insurance claim on my policy. Will this be affected by this process?

If you make a claim for compensation under the scheme you will also be asking for your policy to be cancelled. However, if we are in the process of processing an insurance claim at that time it will not be affected. If, and when a payment is made under an insurance claim, the value of any scheme claim that was paid to you will be deducted from that payment.

Details of how to make an insurance claim on the policy are set out in your policy document.

Will this cost me anything?

No. This process is free.

When should I contact CPP

For matters relating to the scheme, you are not required to contact CPP. If you have any further queries regarding the scheme, including updating the address we send scheme letters to, please contact us using the details on the contact us page.

When should I contact my bank / card issuer?

For matters relating to the scheme, you are not required to contact your bank / card issuer. If you have any further queries regarding the scheme, including updating the address we send scheme letters to please contact us using the details on the contact us page.

I have been contacted by telephone or received a text from someone claiming to be CPP regarding the scheme, is this you?

We will not contact you in relation to the scheme by telephone unless you have specifically asked us to do so. You should not give out your personal details unless we are calling you following an agreement to do so.

Also be aware that you will only be able to claim using the original claim form we will provide to eligible customers issued in February 2014. We will not call or text you to invite you to claim, now or in the future. You will not need to pay or use a company to claim on your behalf.


For additional information, you can download a copy of the scheme Explanatory Statement here