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PPI is a type of insurance that was sold with loans, credit cards, mortgages and other types of credit, like car finance or catalogue accounts. It was designed to make credit repayments that someone might not be able to make if they were unable to work.

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Several high-profile companies were fined by the Financial Conduct Authority for the widespread mis-selling of PPI. The Financial Conduct Authority (FCA) fined Clydesdale Bank £20,678,300 for serious failings in its PPI complaint handling processes between May 2011 and July 2013.

As a result of this, the banks set up their own PPI complaints procedures. Lloyds Banking Group alone set aside £3.2bn to compensate customers who were mis-sold PPI.

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You may have heard or read about “Plevin”, but what exactly is this term and how does it relate to PPI? The Plevin rule means thousands more people can claim PPI and it even allows those who have previously made an unsuccessful PPI claim to claim again.

Plevin refers to Mrs Plevin, who brought a PPI claim to Paragon Personal Finance. A staggering 71% of Mrs Plevin's PPI sale was commission which was not disclosed during the sale. In 2014, a landmark ruling by the Supreme Court deemed that this was also a form of mis-selling and, as such, Mrs Plevin won her PPI case.

Good for her! Thanks to Mrs. Plevin thousands of people have been able to claim back the money they paid in commission from the banks, so long as it was over 50% of the PPI payment.

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Most customers complain about one or more of the following:

Weren't aware they had the policy

Didn't need the policy

Felt pressured into taking out the policy

Weren't suitable for the policy

Were excluded from claiming on some aspects of the policy - for example because of a pre-existing medical condition

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This is where you come in.

1. First of all the bank receives the customer's complaint, from a third party such as a Claims Management Company, or they may have complained directly to the bank themselves.

2. Data Gather. Data Gather teams then set up a Case on Bank Systems after locating the products the customer wants to complain about, and sending the customer an Acknowledgement Letter.

3. Review - This is you! Review colleagues contact the customer by telephone to gather all the relevant information about their claim and make a decision either to Uphold or Defend the complaint.

4. Redress. Redress colleagues will calculate how much compensation the customer is due.

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REVIEW: HOW DO WE ASSESS A PPI COMPLAINT?

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REVIEW: HOW DO WE ASSESS A PPI COMPLAINT?

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Before we come to a decision on a case there are four key areas we must assess:
1. Eligibility
2. Suitability
3. Found Concerns / Plevin
4. Fairness

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Was the customer excluded from claiming on one or more aspects of the policy? For instance, the customer would not be eligible if they lived abroad, were a member of the armed forces, worked with the Police (as they cannot be made redundant), or were already retired.

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Was the PPI policy suitable for the customer at the point of sale? They may have had existing insurance elsewhere, or been entitled to redundancy payments which made the PPI unneccessary.

The customer may have taken out a loan or credit card to Refinance existing debt. If this was the case PPI would have been inappropriate.

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These are known issues with the type of PPI insurance the customer was given by the bank, and the sales process at the time - for instance a lack of documentation or no requirement by the seller to conduct a suitability assessment.

This is where we would also assess Plevin.

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We then look at the case as a whole and decide, holistically, if the customer was mis-sold their PPI, taking into account customer testimony, sales documentation, and any extenuating circumstances such as customer vulnerability.