Payment Protection Insurance - complaints handling

The BBA's members will continue to handle all PPI-related complaints in accordance with FSA rules. Where the assessment of the complaint would not be affected by the judicial review, these complaints will be handled in the normal way. If the complaint will be impacted by the judicial review, and cannot be resolved at this point, then your bank will write to inform you.

Until a decision is taken on an appeal, any complaints that are directly affected by the judicial review and can not be decided now will be placed on hold, and we will continue to work closely with the FSA to ensure that all complaints are appropriately handled.

Customers should be assured that all complaints will be reviewed - even those delayed by this judicial review process. There is no deadline for receipt of complaints. If customers have a problem regarding PPI they should contact their bank and, if necessary, complain in the normal way.

We felt compelled to take on a Judicial Review to clarify the standards relating to PPI complaints handling after exhausting all other avenues with the regulators to reach a solution.  We consider that process is still ongoing as an application to appeal may be made and will not be completed until the right to appeal is lost or waived or any appeal hearings are resolved.   We are presently reviewing the judgment very carefully and considering whether to make an application to appeal, which must be lodged by 10 May 2011.

Notes to Editors

For further information, please contact:
BBA Press Office: 020 7216 8989
Out of hours: 020 7216 8888