In reaching an assessment of an individual complaint, the ombudsman needs to take into account all the circumstances of the case. This will include:
To assist in the process of assessing the sale, we will take into account all the evidence available. This might include:
We need to consider the overall picture, not specific issues in isolation. So, for example, a piece of information given to a consumer during a sales process cannot be read in isolation. Instead, some consideration needs to be given to:
If a standardised sales process is found to have been inadequate, it may be difficult to avoid the conclusion that most complaints about sales made under that process should be upheld.
There is more information about this in the section of our website our approach to payment protection insurance (PPI) mis-sale complaints.