Banks outrage consumer groups over PPI complaints

Experts say the figures prove that some institutions are systematically rejecting PPI claims irrespective of their validity.

The British Bankers' Association says the figures show that 'most customers are satisfied with their bank'. This comment provoked an angry response from consumer group Which?, which accused the banks of 'complacency' and 'a disregard for customers'.

Policy adviser Dominic Lindley says: 'The Financial Services Authority must act urgently. Companies have learnt nothing since previous complaints-handling debacles and despite swingeing fines from the regulator. The number of PPI claims rejected routinely by banks is diabolical. Fines are not enough.'

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