British banks are acting dishonestly when it comes to handling claims for the mis-selling of payment protection insurance (PPI).
That is the opinion of Natalie Ceeney, chief ombudsman and chief executive of the Financial Ombudsman Service (FOS), who has told the Daily Telegraph that financiers' allegations of fraud against consumers are wide of the mark.
Over the course of the last few years, lenders in the UK have been forced to pay out on thousands of claims for damages from disgruntled customers on the basis that they have been wrongly sold PPI.
Some banks have hit out at consumers by stating that a significant proportion of such legal action is spurious.
However, Ms Ceeney has dismissed this notion, saying she has "concerns" about financiers' tendency to attempt to shift the blame.
"Of the cases we get where the banks say categorically there was no PPI, we see about a quarter where just by asking a few more questions there was," she noted.
By Claire Archer