PPI Complaints – The Rejection Process
Natalie Ceeney CBE, Chief Executive and Chief Ombudsman of the Financial Ombudsman Service:
“When I go to meet the chief exec of a financial institution, I can largely characterise how they think about customers by how they organise their complaint department. If they have their complaint department as an insight function, with a close link with marketing, I think that that is great; they are learning from customer experience and will use that to improve. When they tell me that they have a compliance department of 5,000 people in a warehouse somewhere off the M25, alarm bells go off, because that says to me that they see it as a tick-box exercise and they are not going to learn.”
Evidence given to the Parliamentary Commission on Banking Standards Sub-Committee on mis-selling and cross-selling: Thursday 31 January 2013.
Source: National Archives
In the first instance, complaint letters should be sent to the firm who sold the policy.
The firm should have an administration department to deal with concerns from dissatisfied customers. All complaints should be resolved within eight weeks and a final response letter issued to the complainant, addressing each complaint point raised by the customer. The final response letter will either uphold the complaint or reject it. Within the industry these letters are referred to as ‘Upholds’ and ‘Rejects’. What follows are shortened versions of typical responses found in ‘reject letters’. We refer to this process as the ‘conveyor belt of rejection’.
If your complaint about PPI is rejected you can refer it to the FOS, Financial Ombudsman Service. However, a time limit applies meaning you have just six months in which to refer your rejected complaint. The FOS has received in excess of one million PPI cases from people whose complaint has been rejected by the firm involved. Thousands upon thousands of new rejected cases are still arriving at the Ombudsman every week.