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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 that PPI complaints are handled consistently 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

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.

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

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