Published decisions
1,461
Decision volume in this year-product slice
Year + product analysis
Payment protection insurance (PPI) complaints in 2020
A curated public analysis of Payment protection insurance (PPI) in 2020, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
1,461 published FOS decisions in Payment protection insurance (PPI) during 2020, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
1,461
Decision volume in this year-product slice
Upheld rate
5.5%
80 upheld decisions
Latest published decision 30 Dec 2020
Upheld rate
5.5%
80 upheld decisions
Leading firm
AXA France IARD
588 decisions
Leading complaint theme
Non-disclosure Or Misrepresentation
1,066 tagged decisions
Payment protection insurance (PPI) in 2020
1,461 published decisions in the corpus sit in Payment protection insurance (PPI) for 2020. 5.5% of those decisions were upheld, which makes this a strong public cross-section for understanding how one product behaved in one specific year.
AXA France IARD is the most visible firm inside this year-product slice, with 588 published decisions.
- 2020: 1,461 decisions, 5.5% upheld
- Leading complaint theme: Non-disclosure Or Misrepresentation
- Leading precedent signal: Disp
Firm concentration and issue profile
AXA France IARD, Bank of Scotland Plc, Lloyds Bank PLC, and others are the firms most often associated with Payment protection insurance (PPI) complaints in 2020. This gives a much tighter public view than the standalone year or product pages alone.
non-disclosure or misrepresentation, affordability assessment failure, delay in claim handling, and others are the strongest complaint-theme signals in this year-product combination.
- AXA France IARD: 588 decisions, 1.5% upheld
- Bank of Scotland Plc: 239 decisions, 1.7% upheld
- Lloyds Bank PLC: 157 decisions, 4.5% upheld
- Nationwide Building Society: 52 decisions, 9.6% upheld
- Santander UK Plc: 47 decisions, 10.6% 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: Non-disclosure Or Misrepresentation
Representative cases
Recent published decisions in this slice
5 examples shown
DRN044774330 Dec 2020Not upheld
AXA France IARD · Payment protection insurance (PPI)
Mrs B says AXA France IARD (“AXA”) mis-sold her 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)... (8 pages)
View source decisionDRN275392830 Dec 2020Not upheld
Bank of Scotland Plc · Payment protection insurance (PPI)
Mr D says Bank of Scotland plc (BoS), trading as Halifax, mis-sold him a payment protection insurance (“PPI”) policy. background and summary to complaint Mr D bought the policy in 1998 at the same time as taking out a credit card. He applied for the credit card and PPI policy in branch. At... (9 pages)
View source decisionDRN275524930 Dec 2020Not upheld
HSBC UK Bank Plc · Payment protection insurance (PPI)
Mr N says HSBC UK Bank Plc mis-sold him a payment protection insurance (“PPI”) policy. background and summary to complaint Mr N bought the policy in 2007 to protect the repayments on a mortgage he took out with HSBC. He applied for the mortgage and PPI policy in branch. The policy provided... (9 pages)
View source decisionDRN893851330 Dec 2020Not upheld
AXA France IARD · Payment protection insurance (PPI)
Mr D 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)
View source decisionDRN215636029 Dec 2020Not upheld
AXA France IARD · Payment protection insurance (PPI)
Mrs F 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... (9 pages)
View source decision