online PPI resource
This section of our website includes online documents, reference materials and links – relating to our work on complaints about mis-sold payment protection insurance (PPI). This section may be of particular interest to businesses and consumer advisers.
PPI – what's happening?
standard documents for PPI complaints
designed to ensure that PPI complaints are handled consistently across financial services and by claims-management companies
case studies and ombudsman decisions
We want businesses, claims managers and people who think there could be a problem with their PPI to understand how we look into complaints. To help explain how we sort things out fairly, this part of our website sets out:
the ombudsman service's approach
updates on complaints to the ombudsman about PPI
action taken by the regulator
Following the ombudsman's formal referral to the Financial Services Authority (FSA) – in July 2008 – of our concerns about the way PPI complaints were being handled by financial businesses, the regulator has:
The ombudsman had originally expressed public concern about the mis-sale of PPI in ombudsman news issue 4 (April 2001) and ombudsman news issue 50 (November/December 2005).
legal challenge ("judicial review") by the British Bankers Association
- In October 2010 the British Bankers Association (BBA), on behalf of a number of high-street banks, announced that it had launched a legal challenge – in the form of a judicial review – against the regulator and the ombudsman service on the approach to PPI complaints handling.
- The judicial review took place at the High Court in London in January 2011. Judgment was handed down in April 2011 – rejecting the banks' challenge and endorsing the approach taken by the regulator and the ombudsman.
- In May 2011 the BBA confirmed that it would not be appealing against the High Court ruling or continuing its legal challenge.
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