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New financial dispute cases up 92%

New financial dispute cases up 92%

Category: Money

Updated: 29/05/2013
First Published: 29/05/2013

This article was correct at the time of publication. It is now over 6 months old so the content may be out of date.

A record 508,881 new financial dispute cases were received by the Financial Ombudsman Service (FOS) last year, 92% more than the previous year, as complaints about mis-sold payment protection insurance (PPI) continued to soar.

According to the ombudsman's annual review, disputes regarding mis-sold PPI more than doubled last year to over 378,600, with PPI cases accounting for 74% of all new cases.

Despite a significant rise in the number of PPI complaints, the report's findings suggest fewer people are passing their claims through a claims management company (CMCs) and are taking matters into their own hands when claiming back mis-sold PPI.

CMCs have become widespread since the PPI scandal broke, offering to claim back mis-sold PPI on behalf of the customer. Many of these firms, however, demand high fees in return for claiming back cash.

As well as a rise in PPI cases, the review also revealed an increase in complaints relating to large high street banks. Four of the UK's largest banking groups were linked to 62% of all complaints received, 10% more than last year.

Natalie Ceeney, chief ombudsman, said: "We have seen a much stronger consumer voice in the last year, with people becoming more aware of their rights and less willing to put up with poor customer service.

"As levels of confidence in financial services have eroded, it is disappointing that we still haven't seen any significant improvement in complaints handling. Too many financial businesses still seem unable to sort out problems themselves, without the ombudsman having to get involved.

"With complaint numbers doubling, this has been another challenging year for the ombudsman. And if customer dissatisfaction remains at these record levels, the challenges we face are likely to continue for the foreseeable future," she said.

What next?

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How to independently claim back mis-sold PPI
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