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How does the ombudsman service assess PPI sales-complaints? 

For businesses / Complaints we deal with / PPI / An overview of the ombudsman's approach

In reaching an assessment of an individual complaint, the ombudsman needs to take into account all the circumstances of the case.

Published 27/05/2019    Last updated 26/01/2021

Our apprentice data and summary for 2020/21 

Corporate information

Our annual apprenticeship data and summary of activities for 2020/21

Published 14/10/2021    Last updated 14/10/2021

Diversity, inclusion and wellbeing report 2021 

Who we are / Our values

Our annual diversity, inclusion and wellbeing report for 2021.

Published 24/02/2022    Last updated 28/02/2023

Damage to underground pipes 

For consumers / Complaints we can help with / Insurance / Home and buildings insurance

How we can help if you have a complaint about an insurance claim relating to underground pipe damage.

Published 22/03/2022    Last updated 31/07/2023

Supporting customers in vulnerable situations 

For businesses / Complaints we deal with / Other complaints

Do you handle complaints for a financial business? Find out how we approach complaints that involve customers in vulnerable situations.

Published 28/04/2025    Last updated 28/04/2025

Procurement 

How we find and work with our suppliers.

Published 04/03/2019    Last updated 12/09/2024

Savings account interest rate changes 

For businesses / Complaints we deal with / Banking and payments

Find out how we approach complaints about savings accounts and interest rate changes, and the types of complaints we see.

Published 31/05/2019    Last updated 12/12/2025

How does the ombudsman assess disputes about whether or not PPI was sold? 

For businesses / Complaints we deal with / PPI / An overview of the ombudsman's approach

In a significant number of the PPI complaints referred to us there is a dispute about whether or not a PPI policy was actually sold to the consumer.

Published 27/05/2019    Last updated 26/01/2021

Financial difficulties with mortgages 

For consumers / Complaints we can help with / Mortgages

How we can help if you have a complaint about financial difficulties and your mortgage.

Published 09/12/2022    Last updated 16/01/2026

Private medical and dental insurance 

For consumers / Complaints we can help with / Insurance / Medical insurance

How we can help if you have a complaint about private medical insurance (including dental insurance).

Published 07/06/2019    Last updated 09/12/2025