image: money and payments

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.

our consumer factsheet on ...

payment protection insurance [PDF version opens in new window]

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

case studies and ombudsman decisions

  • in issue 71 of ombudsman news we included a selection of recent case studies – indicating the approach we are likely to take, when considering complaints about sale of payment protection insurance (PPI)
  • some recent ombudsman decisions on PPI complaints also help show our approach:
    Mr and Mrs B's case, Mr A's case and Mrs C's case [open in PDF format] involve single-premium PPI policies sold with secured and unsecured personal loans
    Mr D's case and Mr E's case [open in PDF format] involve PPI policies sold with a credit card

the ombudsman service's approach

annual update on complaints to the ombudsman about PPI

statistics from our 2008/09 annual review showing the number of complaints we have received year on year, and an overview of the types of issues involved

the "wider implications" referral and regulatory action by the FSA

following the ombudsman's formal "wider implications" referral to the Financial Services Authority (FSA) of concerns about the handling of consumer complaints involving PPI, the FSA announced (on 29 September 2009) a range of new measures and guidance – to ensure consumers are better treated when buying PPI or complaining about it

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