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29th Aug 2019

Financial Ombudsman Service (FOS)

The Financial Ombudsman Service (FOS) is an impartial and independent body designed to settle disputes between consumers and financial service providers.

The body was created in 2001 from the Financial Services and Markets Act 2000, and is funded through levies and fees placed on companies regulated by the FSA or Office of Fair Trading (OFT). It is free for consumers to use the ombudsman.

The FOS aims to provide fair and balanced service to settle disputes, in as timely a manner as possible and with minimal formality. The body also tries to help the consumer return back to their original financial position and ensure that decisions are upheld by the relevant financial positions.

Information taken into account before making a decision includes:

  • Codes of Practice
  • The standards and guidance of regulators
  • Standard practice of the time
  • Any laws that are applicable

70 per cent of all complaints referred to the FOS are related to PPI, with thousands more cases referred each day.

The sheer volume of complaints means that the FOS has had to spend years sorting through all cases, with many more to come.

Customers who aim to refer a case to the FOS often have a number of questions, such as:

What’s happening with PPI complaints?

It is estimated that around £50bn worth of PPI policies have been sold over the last couple of decades, with millions of people having already claimed. However, there are still billions left to claim and as such, it will take years to process the remaining claims.

How do I make a PPI complaint?

Firstly, you will need to contact the lender with whom you’ve made a financial agreement to ensure that you were mis-sold PPI, and provide as much information as you can in order to make a complaint.

You should receive a response from your lender within 8 weeks, with compensation received shortly after if agreed upon.

If your complaint is rejected, and you don’t find the reasons to be adequate, you can refer your case to the FOS.

Get FREE PPI Check** Before the PPI Deadline – 29th Aug 2019

If you have been sold PPI without wanting, needing or being informed of it, then you may be entitled to reclaim the money you’ve paid. To find out what PPI you could reclaim, start your FREE* No Obligation PPI Check by completing the form below.


1. We call you to start your PPI Check & Complete Forms

For us to proceed with your FREE PPI Check**, we will need to speak with you to confirm some details, including your FULL NAME, DATE OF BIRTH, and ADDRESS DETAILS (CURRENT AND PREVIOUS). We will also discuss which lenders we can investigate for you.

Once we have set up your PPI Check, we will post forms out for you to read, sign and return to us. You can call us on 01925 552 923 if you notice any details need changing.

2. You Sign, Date Documents & FREEPOST Back to Us

Sign and date the forms and return to us in the free post envelope provided – no stamp required!

3. Your PPI Check(s) are Registered with Lender(s)

We register your PPI check with your lender.

On average, a response will be issued within 6 weeks from your PPI information check being sent to your lender, although timeframes vary dependent upon the lender.

4. The Lender(s) Locate & Verify Account Information

If your lender cannot locate you or requires verification in order to release details, we will be in contact to obtain some further details of you in order for us to return them to complete the check.

5. Account(s) & PPI Status Confirmed by Lender(s)

Once you have been located/verified, your lender will return to us with confirmation of all accounts you have held with them for as far back as their records go. They will also confirm the PPI status of each account.

6. PPI Check Outcome(s) & Options Are Discussed With You

  • If you have not paid PPI, we will contact you to advise you of the same.
  • If your lender is unable to confirm whether PPI is on a particular account – we will contact you to advise you of your options moving forward on the possibility of presenting your claim for your refund.
  • If PPI is located on your account – we will again contact you to advise you of your options moving forward on presenting your claim for a refund.

  • A Special Note For Multiple PPI Checks

    If you have multiple checks with us for multiple lenders, the time-frames of responses from lenders may vary, however, we will always ensure that we advise you of which lender correspondence refers to and be available for support and guidance throughout this process on 01925 552 923, should you so require.

    What will the FOS do?

    The FOS will review your claim from an independent standpoint and decide whether your claim is valid or not, maintaining impartiality throughout its review and explaining any decisions to you.

    The FOS has the power to overrule a lender’s decision, and actually decides in favour of the consumer in around two out of three cases.

    The FOS is receiving record numbers of complaints, with more than 500,000 PPI complaints already received. Each of these needs to be properly assessed, so it may take a long time.

    How long will it take to resolve the complaints?

    As nobody knows exactly how many people have PPI complaints, it is difficult to gauge how long it will take for them all to be processed; current estimates believe it will take years.

    Fortunately, not all cases will take this long because many are sorted in a matter of months. The length of time it will take to resolve your claim will depend on a number of factors, including how easy it is to find all the necessary paperwork and how straightforward the facts of the case are.

    The FOS tries to see all cases as quickly and effectively as possible, and will usually give an indication as to the likelihood of your claim being upheld quite early on.

    However, they will not be able to give a detailed timetable for your case.

    What should I do while my claim is ongoing?

    Once you have referred your complaint to the FOS, there is nothing more to do. The body will contact you once progress has been made.

    However, this rule does not apply if your circumstances change drastically, such as if you were to move house, for example, and must inform the FOS.

    Will other complaints be affected by PPI complaints?

    The FOS has specialist teams for each area, and these will not be affected by a PPI complaint as they are managed separately.



    You can submit a claim directly to the lender yourself for no charge. You can also approach the Financial Ombudsman Service and Financial Services Compensation Scheme for free to review your case, providing it falls within their remit and you have approached your lender first.


    PPIClaims.com is a trading style of Money Management Team Ltd. Money Management Team is a member of the Professional Financial Claims Association (PFCA).
    We comply with the PFCA Code of Practice


    Deceased Persons

    If a PPI policyholder is deceased, any money owed to them becomes part of their estate, so whoever inherits the estate is entitled to make a PPI reclaim. This can be done by an executor or the person appointed to carry out their wishes after death. We automatically assume that reclaiming mis-sold Payment Protection Insurance (PPI) for deceased parents and grandparents may not be possible due to the passage of time.

    However, the truth of the matter is it is quite straight forward to make a successful claim for mis-sold PPI for someone who is deceased.

    To reclaim mis-sold PPI start with a FREE PPI check** with us today.


    Did you have a Loan from Barclays, LLoyds, RBS, Yorkshire Bank, Tesco, HBOS, MBNA or Halifax between 1988 - 2014 ?

    We have successfully reclaimed Mis-sold PPI refunds for thousands of people!

    Get a FREE PPI Check** Multiple Lender Check All Banks and Lenders Covered GET A FREE PPI CHECK** TODAY

    Armed Forces Personnel & PPI

    Armed Forces PPI

    Armed forces personnel have cover for sickness, accident & unemployment built into their salaries. This protection means that if a member of the armed forces was unable to work due to one of these reasons, they would still be able to meet any mortgage, loan or credit card repayments they had. So any PPI insurance policies would NOT have been appropriate. To find out if you can reclaim for mis-sold PPI, start a FREE PPI check** with us today.

    UK Expats & Non-British Nationals

    Expat PPI Claim

    Did you have a loan, credit card or mortgage in the UK between 1988 and 2014? As a British Expat or Non-UK National who has lived in the UK for a long period, it is likely that finances were arranged while you were a resident in Britain. This may include loans, mortgages or credit cards and, even though you are no longer living in the country you can still claim mis-sold PPI. You could be eligible to claim for mis-sold PPI!

    Public Sector Workers PPI Claim

    Public Sector PPI

    For many public sector workers, the Payment Protection Insurance (PPI) they were sold was useless. However, for some of these workers it would not have been useless, depending on the policy type and cover it provided them with.

    If you had PPI and it provided you with extra cover that hadn’t been included in your employment contract, then it may have been useful for you.

    Business PPI Check and Claims

    Business PPI Claims - Mis-sold Payment Protection Insurance

    Business PPI - Like most consumer PPI policies, business PPI also know as commercial PPI was sold alongside secured and unsecured loans, overdrafts, credit cards and mortgages. Business Loan Repayment Insurance is a type of insurance policy sold alongside commercial loans, including Fixed Rate Loans, Variable Rate Loans and Treasury Loans. If you had a commercial or business loan between 1988 and 2014 you may be eligible for a PPI refund. Start a Free Business PPI Check and find out if you have mis-sold PPI to reclaim.