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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 the consistent handling of PPI complaints across financial services and by claims-management companies

case studies and ombudsman decisions

the ombudsman service's approach

updates on complaints to the ombudsman about PPI

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 then regulator the FSA 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, and judgment was handed down in April 2011 - rejecting the banks' challenge and endorsing the approach taken by the FSA 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
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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 FSA, and subsequently the FCA, has:

the ombudsman had earlier expressed concerns about the mis-sale of PPI in ombudsman news issue 4 (April 2001) and ombudsman news issue 50 (November/December 2005)

regulator enforcement action

enforcement action taken by the regulator against firms in relation to PPI 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

what is “PPI comparative redress?”

we’ve recently begun to receive a number of enquiries about PPI and “comparative redress” or “alternative redress” – though the numbers are still quite small - this quick guide will give you more information on our approach

image: how to complain - without using a claims company

if you think you've been mis-sold PPI ...

1. complain to the business that sold you the policy

3. you don't need to use a claims company to complain

  • why pay someone else to do it for you - when you're just as likely to win by doing it yourself for free