How does the ombudsman resolve PPI complaints?

Our approach to complaints about mis-sold PPI

• A detailed look at how we resolve complaints about PPI.
• An overview of the ombudsman's approach to some of the common issues raised in PPI complaints.
• Our approach (PDF 70KB) to comparative (alternative) redress.

Case studies and ombudsman decisions

• A range of case studies showing how we look at complaints about how PPI was sold.
• Ombudsman decisions on PPI complaints showing our approach:
  • Mr A's case (PDF 54KB), Mr and Mrs B's case (PDF 54KB)  (PDF 54KB)and Mrs C's case (PDF 54KB) involve single-premium PPI policies sold with secured and unsecured personal loans.
  • Mr D's case (PDF 85KB) (PDF 85KB), Mr E's case (PDF 85KB) and Mr F's case (PDF 85KB) involve PPI policies sold with a credit card.
  • Mr G’s case, involves PPI sold with a mortgage.
• Some sample decisions covering the key issues involved in the complaints we’re currently being asked to look at:
  • Miss C (PDF 67KB)
  • Mr J (PDF 149KB)
  • Mrs V (PDF 86KB)
• Ombudsman news (PDF 1.4MB) case studies about complaints brought by claims-management companies (PDF 5.7MB).
• Case studies involving payment protection products (PDF 1.7MB) that sound like PPI but aren't (for example, "debt-freeze" products).
• Case studies involving mortgage PPI (MPPI), right of "set off" and comparative (alternative) redress (PDF 2.8MB).

What we’ve said about PPI

• A letter to claims-management companies (PDF 48KB) and financial businesses (PDF 48KB) clarifying general operational issues in relation to handling PPI complaints.
• A presentation to financial businesses (PDF 172KB) and claims-management companies (PDF 172KB) about the general handling of PPI complaints.
• A letter to claims-management companies (PDF 48KB) and financial businesses (PDF 36KB) setting out how the ombudsman assesses disputes about whether or not PPI was sold.