Ombudsman says complaint levels show no sign of slowing

Natalie Ceeney

The Financial Ombudsman Service (FOS) received 211,885 new PPI mis-selling complaints in the second half of 2012, compared with 86,000 in the first half – a rise of 146%.

PPI complaints made up nearly three-quarters of the 283,251 new complaints sent to the ombudsman during the six months.

The FOS said it is taking on 2,000 new cases a day as a result of an “unprecedented” rise in PPI complaints.

Lloyds TSB had the highest number of PPI cases referred to the ombudsman. The ombudsman found in the customers’ favour in 86% of the cases against the bank. This was a higher level than all of the other major UK banks.

Chief financial ombudsman Natalie Ceeney (pictured) said: “The number of PPI complaints has continued to increase at unprecedented levels.

“As the complaint levels show no sign of slowing, consumers are increasingly having to wait longer to get their complaints sorted – with many businesses still continuing to cause unnecessary delays.

“Where businesses have shown a real commitment to better customer service and diligent complaints handling – including actively engaging with the ombudsman – cases are resolved more quickly and easily, to the benefit of everyone.”