An RBS spokesperson said: “We are contacting those customers who may not have received their annual PPI review letters and have put systems in place to ensure that this does not happen again. We would like to apologise to any customers affected.”
A spokesperson from Santander also apologised for the incident. They said: “We’re sorry that as part of a communication about their PPI policies, a small number of customers who were in arrears received incorrect information on their mortgage balance.
“Customers were not financially impacted as a result and would have been aware of their correct mortgage balance through their annual mortgage statement and other communications.
“We informed the CMA as soon as we became aware of the issue and have taken steps to ensure it does not happen again.”
imogen.tew@ft.com
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