This thematic review sets out findings from our project looking at how some firms have handled payment protection insurance complaints.
August 2025 update: This review is historical. See our what we publish[1] page for more information and current views.
Why are we issuing this thematic review?
Payment protection insurance (PPI) has developed into the biggest issue of financial mis-selling in recent years, and has significantly damaged public trust in financial institutions. Ensuring that firms put things right by handling PPI complaints fairly is vital to bringing closure to the issue and rebuilding public confidence, and is a priority for the FCA.
We are focused on ensuring improved outcomes for customers who complain about the sale of PPI and, as part of our work, have conducted a thematic review of 18 medium-sized firms.
Who is this review aimed at?
All firms who deal with PPI complaints. It may also be of interest to consumers and consumer organisations, as well as customer advocates who take forward complaints on behalf of customers.
What are our main findings?
We found that 6 firms were handling PPI complaints as we would expect but that for the remaining 12 firms there were still significant issues with their PPI complaint handling to be put right.
What are the next steps?
We are working closely with these firms to make any necessary improvements to their complaint handling processes and to redress customers who may not have received the redress they are due.
We are also reviewing complaint handling at larger firms and will feedback on the results at a later date.