Egg / Barclay Card Claim from 2000

[Deleted User]

dunstonh wrote: »

Whereas another person with lower intelligence may not have understood it was not a personal recommendation and the FOS will uphold it. Intelligence does play a role in the decision making.

Are you saying FOS makes judgement calls on the "intelligence" of the complainant? How, pray tell, are they able to do this based solely on a PPI complaint?

dunstonh

Moneyineptitude wrote: »

Are you saying FOS makes judgement calls on the "intelligence" of the complainant? How, pray tell, are they able to do this based solely on a PPI complaint?

Yes. Indeed, on the higher regulatory stuff, like investments, we are actually required to make reference to the ability to understand, past experience of the person, occupation etc. in our files. I have seen files that have used wording like "Mr X is a typical Norfolk old boy who doesnt understand any of this and just wants someone to do it for him". Nowadays, you would be more tactful and make reference to their occupation. Tactfully, recording how a teacher is likely to be more educated and able to understand things than a shop assistant.

You often see FOS decisions refer to the ability to understand in their decisions.

its less of an issue in PPI complaints where reasons to uphold are usually based on facts (eligibility etc). However, if you have someone putting in a complaint that relies on them being perceived as being a bit thick, then the FOS will have to make that judgement call.

My guess is that the reason the "strongly recommend" reason is less successful nowadays is that we are now a decade into PPI complaints and the complaint handlers have seen the good, bad and ugly on both sides and are more seasoned in their approach and can spot a try-it-on better.

[Deleted User]

dunstonh wrote: »

My guess is that the reason the "strongly recommend" reason is less successful nowadays is that we are now a decade into PPI complaints and the complaint handlers have seen the good, bad and ugly on both sides and are more seasoned in their approach and can spot a try-it-on better.

To which I can only agree..