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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 ...
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
for consumers bringing a PPI complaint (either to a business or to the ombudsman service)
business response form
to be completed by businesses when a complaint is referred to the ombudsman service
case studies and ombudsman decisions
a range of recent case studies highlight our approach, and the issues we consider, when assessing complaints about the sale of payment protection insurance (PPI)
more PPI case studies in issue 71 of ombudsman news
the ombudsman service's approach
an overview of the ombudsman's approach to some of the common issues raised in disputes about payment protection insurance (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:
the FSA confirmed (in August 2010) a package of measures – to ensure consumers are better treated when buying PPI or complaining about it
the FSA introduced (in May 2010) a temporary rule – to give people with recent payment protection insurance (PPI) complaints more time to refer cases to the ombudsman service
the FSA confirmed that, during the legal challenge brought by the British Bankers Association, consumers could still complain about a PPI policy direct to the business involved
FSA enforcement action
enforcement action taken by the FSA against firms for poor PPI selling-practices includes:
the £721,000 fine incurred by Egg Banking plc (Egg) for failings in its phone-sales of credit-card PPI FSA's Final Notice opens in PDF format
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.