to you is treated as income which, in line with HM Revenue & Customs (HMRC) requirements, is taxable. If you believe you are exempt from paying tax please contact HMRC directly. I have heard that the RBS Group and other Banks' will be writing to customers who purchased PPI products. What does this mean? Both the RBS Group and the FSA have some concerns regarding the way that PPI was sold to some customers. Where there may be grounds for concern, we will proactively write to customers offering to review the product sale. Will all customers who had PPI receive a letter? No. We will write to customers where we and the FSA agree there is a material risk that our sales process was not followed correctly. When will the RBS Group start writing to their customers? We will start writing to customers from September 2012 If I receive a letter what do I have to do? Full details, including the postal address and contact telephone number of a dedicated team established to manage your enquiries, will be included in the letter. If I receive a letter does it mean I am entitled to an offer of compensation? This depends upon the particular circumstances of your case. If our review concludes that a mis-sale occurred, you may be entitled to a refund of some or all of the PPI costs. If I don't get sent a letter can I still complain? Yes, we are happy to investigate any complaint where