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online PPI resource

if you're making a PPI complaint ...

Most people find it easier to make their PPI complaint online.

But if you prefer, you can download and print off the two separate forms you’ll need:

  • the PPI questionnaire ("Word" or "PDF")
    to help you gather all the PPI facts about your case
  • and our standard complaint form  ("Word" or "PDF")
    to confirm your personal details and allow us to deal with your case

Or phone us for help on 0300 123 9 123.

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

We want businesses, claims managers and people who think there could be a problem with their PPI to understand how we look into complaints. To help explain how we sort things out fairly, this part of our website sets out:

the ombudsman service's approach

updates on complaints to the ombudsman about PPI

  • statistics from our annual review showing the number of PPI complaints we have received year on year – with updated quarterly figures published in ombudsman news
  • as part of the Parliamentary Commission on Banking Standards investigation into mis-selling by banks, the ombudsman provides information about PPI complaints
  • Citizens Advice report on PPI and the lessons to be learned from the mis-selling scandal
  • impact of payment protection insurance (PPI) mis-selling – a board commissioned report by Richard Thomas CBE

    This document sets out the findings of an independent report by Richard Thomas into the impact of PPI mis-selling on the ombudsman service. The report was commissioned against the background of an unprecedented demand for help from consumers with PPI complaints: the board was concerned to ensure that the service was able to continue to do its best for its customers. The board agreed the report for publication alongside the ombudsman service’s response to the recommendations.

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