National Ombudsmen
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online PPI resource

In this section of our website you'll find a collection of online documents, reference materials and links – giving more background to our work on complaints involving payment protection insurance (PPI).

This section may be of particular interest to businesses and consumer advisers.

no appeal by banks on PPI legal challenge

Following the High Court judgment – endorsing the ombudsman's and the FSA's approach on the way payment protection insurance (PPI) complaints are handled – the British Bankers Association (BBA) confirmed on 9 May 2011 that it will not be appealing against the ruling.

Responding to this news, Natalie Ceeney, chief ombudsman, said:

It's very good news that the banks will not be appealing the High Court's clear-cut judgment, which endorsed the ombudsman's and the FSA's approach to PPI complaints. We are pleased that banks will now be dealing with their customers' complaints.

Consumers should come to us at the ombudsman if they're unsure about what to do next.

Meanwhile we will be working with the banks, over the coming weeks, to ensure that consumers' complaints are dealt with fairly and promptly.

  • The ombudsman service continues to handle large volumes of PPI complaints from consumers. Since the BBA launched its legal challenge in October 2010 on behalf of a number of high-street banks, the ombudsman has been receiving up to 5,000 PPI complaints each week.
  • This means that the ombudsman service has received over 200,000 complaints in total about mis-sold PPI policies – upholding 3 out of 4 cases in favour of consumers.

our consumer factsheet on ...

payment protection insurance

our factsheet for consumers, looking at the issues that most frequently crop up in disputes about payment protection insurance (PPI)

standard documents for PPI complaints

designed to encourage more efficient, co-ordinated and consistent handling of PPI complaints across the financial services industry

case studies and ombudsman decisions

the ombudsman service's approach

annual update on complaints to the ombudsman about PPI

statistics from our 2009/2010 annual review showing the number of complaints we have received year on year, and an overview of the types of issues involved

regulatory action by the FSA

following the ombudsman's formal referral to the Financial Services Authority (FSA) of concerns about the handling of consumer complaints involving PPI:

FSA enforcement action

enforcement action taken by the FSA against firms for poor PPI selling-practices includes:

information for businesses on how we handle cases

frequently-asked questions (FAQs) on a range of topics from the role of third party complaint-handlers to whether complaints should be treated as legal pleadings

This is part of our online technical resource which sets out our general approach to complaints about a wide range of financial products and issues. We would like your feedback on how helpful you found it. Please also use the feedback form below to tell us about anything you think we could clarify or explain better.

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