Payment Protection Decision Reference 2023-0229

• Case Outcome: Upheld
• Year: 2023
• Date: 25 October 2023
• Reference: 2023-0229
• Subject Matter: Payment Protection
• Finantial Sector: Insurance
• Conducts Complained Of: Mis-selling (insurance),Dissatisfaction with customer service , Failure to provide correct information, Failure to provide product/service information

Decision Ref:

2023-0229

Sector:

Insurance

Product / Service:

Payment Protection

Conduct(s) complained of:

Mis-selling (insurance)

Dissatisfaction with customer service

Failure to provide correct information

Failure to provide product/service information

Outcome:

Upheld

LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN

This complaint concerns a Mortgage Payment Protection Insurance policy (MPPI) held by

the Complainants which they say they were mis-sold by a representative of the Provider in

June 2005.

The Complainants state that they were informed by the Provider’s representative that

taking out the MPPI for the First Complainant was a condition of making the loan facility

available and that they would not be approved for the mortgage without it. The

Complainants state that it was only when they had a meeting with a different

representative of the Provider on 26 September 2019 that they were informed and

became aware that it was entirely optional.

This Office has determined that because (i) the policy meets the definition of a “long-term

financial service” within the meaning of Section 51 of the Financial Services and Pensions

Ombudsman Act 2017 (the Act) and (ii) the Complainants’ date of awareness of the issue

giving rise to the complaint is 26 September 2019, the suggested mis-selling complaint

falls within the jurisdiction of this Office, and can be the subject of an investigation by the

FSPO.

The Complainants’ Case