The Financial Services Authority (FSA) has given three banks a temporary extension to the current deadline for dealing with Payment Protection Insurance (PPI) complaints.
Normally, complaints have to receive a response within eight weeks but in the case of Barclays, Lloyds Banking Group and RBS, the regulator has recognised the scale of the backlogs created by the High Court case brought by the British Bankers’ Association over revised FSA rules for PPI complaints handling.
The Authority’s interim managing director Conduct Business Unit, Margaret Cole, explains: “Some firms are facing a huge backlog and now a surge of new complaints which has created a bottleneck.”
She adds: “It is not in the interests of consumers to receive further poor handling of their complaints as a result.”
Temporary changes are as follows:
PPI complaints still with the firm but put on hold during the judicial review will receive a decision by the end of August;
PPI complaints received after the conclusion of judicial review but on or before the 31st August will be responded to within 16 weeks; and
PPI complaints received on or after 1st September and before 31st December 2011 will be responded to within 12 weeks.
In return, firms with the temporary time extensions will have to:
Keep PPI complainants and their customers fully informed; and
Provide the FSA with regular reports on compliance.
The arrangements only apply to the three named banks and the FSA expects all PPI complaints handling to return to the eight-week standard by 1st January 2012, at the latest.
Also today, Barclays announced that it will settle all outstanding PPI complaints received before 20th April on a “no quibble” basis, as a gesture of goodwill.