in this section

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help for businesses and consumer advice agencies

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the rules we follow (in FSA's handbook)

online PPI resource

what are the relevant considerations in deciding PPI sales-complaints?

In considering complaints, we take into account the relevant regulatory, legal and other standards of the time of the sale. We have set out in detail in ombudsman decisions (available on our online PPI resource) the considerations that are likely to be relevant for sales made after ICOB (the FSA’s insurance conduct-of-business rules) and before ICOB. Our online PPI resource lists relevant regulatory rules and codes.

Overall, in assessing a case, we normally need to consider whether:

the firm that sold the PPI gave its customer information that was clear, fair and not misleading – in order to put the customer in a position where they could make an informed choice about the transaction that they were entering into and the insurance that they were buying; and
whether in giving any advice or recommendation, the firm took adequate steps to ensure that the product it recommended was suitable for that customer’s needs.

Taking account of these considerations, the ombudsman needs to reach a fair and reasonable conclusion in all the circumstances of the case.