Year + product analysis

Payment protection insurance (PPI) complaints in 2015

A curated public analysis of Payment protection insurance (PPI) in 2015, combining annual and product-level signals from the published Financial Ombudsman decision corpus.

Page summary

10,683 published FOS decisions in Payment protection insurance (PPI) during 2015, with upheld-rate context, firm concentration, complaint themes, and representative cases.

Published decisions

10,683

Decision volume in this year-product slice

Upheld rate

52.8%

5,644 upheld decisions

Latest published decision 23 Dec 2015

Published decisions

10,683

Decision volume in this year-product slice

Upheld rate

52.8%

5,644 upheld decisions

Leading firm

Bank of Scotland Plc

1,462 decisions

Leading complaint theme

Affordability Assessment Failure

529 tagged decisions

Payment protection insurance (PPI) in 2015

10,683 published decisions in the corpus sit in Payment protection insurance (PPI) for 2015. 52.8% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.

Bank of Scotland Plc is the most visible firm inside this year-product slice, with 1,462 published decisions.

  • 2015: 10,683 decisions, 52.8% upheld
  • Leading complaint theme: Affordability Assessment Failure
  • Leading precedent signal: Disp

Firm concentration and issue profile

Bank of Scotland Plc, HSBC Bank plc, Barclays Bank Plc, and others are the firms most often associated with Payment protection insurance (PPI) complaints in 2015. This gives a much tighter public view than the standalone year or product pages alone.

affordability assessment failure, delay in claim handling, policy wording ambiguity, and others are the strongest complaint-theme signals in this year-product combination.

  • Bank of Scotland Plc: 1,462 decisions, 14.2% upheld
  • HSBC Bank plc: 979 decisions, 79.1% upheld
  • Barclays Bank Plc: 974 decisions, 44.6% upheld
  • Nationwide Building Society: 939 decisions, 38.1% upheld
  • Canada Square Operations Limited: 665 decisions, 83.8% upheld

Handling implications and precedent context

The advisory layer for Payment protection insurance (PPI) points to recurring handling implications here, including review consumer credit act 1974 precedent (appears in 5.2% of cases), review disp precedent (appears in 5.1% of cases), review icobs precedent (appears in 4.6% of cases), and others.

There is no strong “what loses” signal exposed for this product at the current advisory granularity.

  • Leading complaint theme: Affordability Assessment Failure

Representative cases

Recent published decisions in this slice

5 examples shown

DRN008314223 Dec 2015Not upheld

Nationwide Building Society · Payment protection insurance (PPI)

Miss S says Nationwide Building Society mis-sold her a mortgage payment protection insurance (MPPI) policy.backgroundThis complaint is about a monthly premium MPPI policy. Miss S took out her mortgage in 2001 and her MPPI policy in 2002.Our adjudicator didn’t uphold ... (1 page)

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DRN077640923 Dec 2015Not upheld

Financial Insurance Company Limited · Payment protection insurance (PPI)

Mrs R complained that she was mis-sold a store card payment protection insurance (PPI) policy. Financial Insurance Company Limited (“FICL”) has taken responsibility for this complaint.backgroundMrs R bought the policy in June 2003 when she took out a store card. Mrs R a... (2 pages)

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DRN102090523 Dec 2015Upheld

Creation Financial Services Limited · Payment protection insurance (PPI)

Mr C’s complaint is about a payment protection insurance (PPI) policy taken out with a hire purchase loan. Creation Financial Services Limited (Creation) offered compensation to settle the complaint but Mr C isn’t happy with how Creation has used the compensation.back... (5 pages)

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DRN102148823 Dec 2015Not upheld

Capital One (Europe) plc · Payment protection insurance (PPI)

Mrs C has complained about the way Capital One (Europe) plc (“Capital One”) has used the compensation it agreed to pay her after she complained about the mis-sale of payment protection insurance (“PPI”).backgroundMrs C took out a credit card with Capital One and also took... (2 pages)

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DRN105686923 Dec 2015Not upheld

AIB Group (UK) Plc · Payment protection insurance (PPI)

Mr and Mrs D say AIB Group (UK) Plc (‘AIB’) mis-sold Mrs D a payment protection insurance (‘PPI’) policy.backgroundIn September 1996 Mr and Mrs D arranged a joint personal loan with AIB. At the same time AIB sold Mrs D a single premium PPI policy. The cost of the po... (3 pages)

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