Product analysis

Payment protection insurance (PPI) complaint analysis

A public view of how Payment protection insurance (PPI) performs in the published Financial Ombudsman decisions dataset, including volume, outcome mix, firm exposure, and recurring complaint themes.

Page summary

80,231 published FOS decisions in Payment protection insurance (PPI), with upheld-rate context, firm exposure, complaint themes, advisory patterns, and representative cases.

Published decisions

80,231

Product-specific decision volume in the public corpus

Upheld rate

31.0%

24,868 upheld decisions

Latest published decision 21 Sept 2021

Published decisions

80,231

Product-specific decision volume in the public corpus

Upheld rate

31.0%

24,868 upheld decisions

Leading firm

Bank of Scotland Plc

14,267 decisions

Leading complaint theme

Affordability Assessment Failure

8,729 tagged decisions

Payment protection insurance (PPI) in the ombudsman corpus

80,231 published decisions in this corpus sit within Payment protection insurance (PPI). 31.0% of those decisions were upheld, which makes this a useful public category page for spotting where complaint outcomes have tended to land.

Bank of Scotland Plc is the single biggest firm exposure inside Payment protection insurance (PPI) in the published decision set. Affordability Assessment Failure is the leading complaint theme in the same category.

  • Latest year in the product series: 2021
  • Leading precedent signal: Consumer Credit Act 1974
  • Advisor risk signal: medium

How the product moved over time

Payment protection insurance (PPI) has a multi-year decision trail in the corpus, which makes it possible to compare recent complaint pressure against earlier years rather than relying on a single snapshot.

In 2021, Payment protection insurance (PPI) recorded 2,868 published decisions with an upheld rate of 10.3%.

  • 2021: 2,868 decisions, 10.3% upheld
  • 2020: 1,461 decisions, 5.5% upheld
  • 2019: 8,099 decisions, 20.7% upheld
  • 2018: 15,511 decisions, 44.2% upheld
  • 2017: 7,786 decisions, 21.2% upheld

Themes, precedent signals, and handling implications

affordability assessment failure, non-disclosure or misrepresentation, communication failure, and others are the strongest complaint-theme signals in Payment protection insurance (PPI). For public analysis, those tags are the closest durable “type” layer available in the dataset.

The existing advisor model also points to recurring handling implications for Payment protection insurance (PPI), including review consumer credit act 1974 precedent (appears in 5.2% of cases), review disp precedent (appears in 5.1% of cases), and others.

  • Leading complaint theme: Affordability Assessment Failure

Representative cases

Recent published decisions in this slice

5 examples shown

DRN888283921 Sept 2021Not upheld

AXA France IARD · Payment protection insurance (PPI)

Mrs S says she was mis-sold a payment protection insurance (“PPI”) policy. I can’t consider this complaint against the policy seller directly because the sale took place before it, or its predecessor-in-title, was regulated by the then Financial Services Authority (FSA) for insurance inter... (8 pages)

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DRN930613021 Sept 2021Not upheld

AXA France IARD · Payment protection insurance (PPI)

Mr H says he was mis-sold a payment protection insurance (“PPI”) policy. I can’t consider this complaint against the policy seller directly because the sale took place before it, or its predecessor-in-title, was regulated by the then Financial Services Authority (FSA) for insurance interme... (8 pages)

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DRN000670810 Sept 2021Not upheld

Bank of Scotland Plc · Payment protection insurance (PPI)

This complaint is about a mortgage payment protection insurance (PPI) policy taken out in 2009. Mr S says Bank of Scotland plc mis-sold him PPI. background The background and circumstances leading up to this complaint, which includes Mr S’s circumstances at the time of the sale as well as ... (4 pages)

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DRN061503410 Sept 2021Upheld

The Royal Bank of Scotland Plc · Payment protection insurance (PPI)

This complaint is about a credit card payment protection insurance (PPI) policy taken out in 1999. Mr D says The Royal Bank of Scotland plc mis-sold him PPI. background The background and circumstances leading up to this complaint, which includes Mr D’s circumstances at the time of the sal... (5 pages)

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DRN110625110 Sept 2021Upheld

Bank of Scotland Plc · Payment protection insurance (PPI)

This complaint is about a credit card payment protection insurance (PPI) policy taken out in 2002. Mrs G says Bank of Scotland plc (“BoS”) mis-sold her PPI. background The background and circumstances leading up to this complaint, which includes Mrs G’s circumstances at the time of the sal... (5 pages)

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