Payment Protection Decision Reference 2022-0069

Case OutcomeRejected
Subject MatterPayment Protection
Reference2022-0069
Date23 February 2022
Conducts Complained OfMis-selling,Complaint handling (Consumer Protection Code)
Finantial SectorInsurance
Decision Ref:
2022-0069
Sector:
Insurance
Product / Service:
Payment Protection
Conduct(s) complained of:
Mis-selling
Complaint handling (Consumer Protection Code)
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint relates to the Complainants’ mortgage payment protection insurance
incepted in 2007.
The Complainants’ Case
A letter was sent on behalf of the Complainants to the Provider, on 22 August 2017. The
Complainants state that the Provider acknowledged this letter on 7 September 2017 but
did not furnish a response to the questions or comments raised in the letter.
Furthermore, the Complainants say that the Provider failed to disclose the level of
commission earned in the period 2004 to 2017 on the Complainants’ payment protection
cover on account no. *0855 when requested to do so, by the Complainants’ representative
by letter dated 22 August 2017.
The Complainants made further submissions to this Office dated 8 April 2021. The
Complainants state that the Provider led them “to believe that a response would be issued
in a very short period” and it is “simply untenable for a regulated entity to refuse to
respond to a letter from a solicitor acting on behalf of one of their customers for 10
months” on the basis that the Provider felt that there was no obligation to issue a Final
Response Letter.

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