Published decisions
2,868
Decision volume in this year-product slice
Year + product analysis
Payment protection insurance (PPI) complaints in 2021
A curated public analysis of Payment protection insurance (PPI) in 2021, combining annual and product-level signals from the published Financial Ombudsman decision corpus.
Page summary
2,868 published FOS decisions in Payment protection insurance (PPI) during 2021, with upheld-rate context, firm concentration, complaint themes, and representative cases.
Published decisions
2,868
Decision volume in this year-product slice
Upheld rate
10.3%
296 upheld decisions
Latest published decision 21 Sept 2021
Upheld rate
10.3%
296 upheld decisions
Leading firm
AXA France IARD
1,408 decisions
Leading complaint theme
Non-disclosure Or Misrepresentation
2,711 tagged decisions
Payment protection insurance (PPI) in 2021
2,868 published decisions in the corpus sit in Payment protection insurance (PPI) for 2021. 10.3% 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 1,408 published decisions.
- 2021: 2,868 decisions, 10.3% upheld
- Leading complaint theme: Non-disclosure Or Misrepresentation
- Leading precedent signal: Consumer Credit Act 1974
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 2021. This gives a much tighter public view than the standalone year or product pages alone.
non-disclosure or misrepresentation, delay in claim handling, communication failure, and others are the strongest complaint-theme signals in this year-product combination.
- AXA France IARD: 1,408 decisions, 0.1% upheld
- Bank of Scotland Plc: 358 decisions, 13.4% upheld
- Lloyds Bank PLC: 309 decisions, 13.9% upheld
- Nationwide Building Society: 102 decisions, 7.8% upheld
- Capital One (Europe) plc: 101 decisions, 50.5% 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
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)
View source decisionDRN930613021 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)
View source decisionDRN000670810 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)
View source decisionDRN061503410 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)
View source decisionDRN110625110 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)
View source decision