Payment Protection Decision Reference 2022-0169

Case OutcomeRejected
Subject MatterPayment Protection
Reference2022-0169
Date20 May 2022
Finantial SectorInsurance
Conducts Complained OfComplaint handling (Consumer Protection Code)
Decision Ref:
2022-0169
Sector:
Insurance
Product / Service:
Payment Protection
Conduct(s) complained of:
Complaint handling (Consumer Protection Code)
Outcome:
Rejected
LEGALLY BINDING DECISION OF THE FINANCIAL SERVICES AND PENSIONS OMBUDSMAN
This complaint relates to a Payment Protection insurance policy which the Complainant
purchased in October 2006, following the inception of a Credit Card account.
The Complainant’s Case
The Complainant is unhappy with the responses received from the Provider following his
request for information in January 2018 and states that the Provider has failed “to adhere
either partly or wholly to multiple provisions set out in the Consumer Protection Code”.
The Complainant contacted the Provider on 3 January 2018. He states that he was seeking
clarification” on certain aspects of his Payment Protection policy. The Complainant’s letter
asked the Provider for particular information, and copies of various documents. The
Complainant states that his letter was interpreted as a complaint by the Provider, and its
response letter, dated 9 January 2018 says it had “investigated [his] complaint”.
The Complainant contends that his letter did not constitute a “formal complaint”. The
Complainant asserts that several inaccuracies, mis -information and breaches of the
Consumer Protection Code 2012 (as amended) followed. These highlighted the Provider’s
failure to provide him with specific communications, accurate and “up to date” information,
along with notification of changes to his Payment Protection policy which, it is suggested,
he was not aware of. The Complainant says he raised “Multiple sub-complaints” in relation
to the administration and internal processes of the Provider.

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