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Who are CPP and what has happened?

Card Protection Plan Limited (CPP) administers the CardGuard policy on behalf of HSBC.

In 2011, the Financial Conduct Authority (FCA) undertook a review of CPP's sales practices of card protection and identity theft insurance products that were offered on or after 14 January 2005.

Following this investigation, the FCA determined that some policies may have been mis-sold, and as a result, a customer redress programme was set up to compensate those customers that could have been impacted by this issue.

The last date for submitting all claims for compensation, for premiums paid after the 14th January 2005, was the 28th February 2015, therefore any new claims that are received after this date will be unsuccessful.

However, the CPP Scheme will continue to handle queries relating to compensation claims which are currently in progress. If you currently have a claim which is in progress with the Scheme, you may have been re-issued a claim form or received a letter requesting further evidence to be provided within 30 days. Please ensure that you return the requested claim form/evidence within the timescales provided or they will not be able to progress your claim further.

For further information regarding the Scheme of Arrangement and frequently asked questions about the Scheme, please visit the dedicated website: This link will open in a new browser window. or call CPP on 0800 085 0227 or, if you are calling from outside the UK, +44 1904 541239, lines are open Monday to Friday, 9:00am to 5:00pm.

If you have any other concerns regarding a CPP policy purchased from HSBC or your complaint relates to a policy where premiums were charged before 14 January 2005, you can raise a complaint in writing to:

Customer Service
PO Box 5207,

Alternatively, you may contact us on 0345 600 6539. Lines are open 9am-4pm Monday to Friday.

Please provide full details of your concerns including any details of claims made on the policy and any use of the ‘one call’ service to notify card companies of your cards being lost/stolen.

If we have insufficient information we may send you a questionnaire. Although it is not compulsory for you to complete and return the questionnaire, by doing so it will help us with our investigation.

We expect to resolve all complaints raised within eight weeks and will be in touch before then to update you on our investigation. If you have not received a reply from us within eight weeks of raising your complaint, you have the right to refer your case to the Financial Ombudsman Service.

Claims Management Companies

If you feel you need to make a complaint, we would like to stress that there is no need to use a claims management company. While you are of course free to do so, the claims management companies (CMC) usually take a fee or percentage of any compensation you are paid.

If you contact us directly we will assess your complaint in exactly the same way that we assess complaints sent in by a CMC and you won't have to pay them a fee or any percentage if you do receive compensation.
For independent guidance on how CMCs work visit Which? This link will open in a new browser window..

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