Recommendation 158

There were concerns that some CMCs are issuing high volumes of complaints which are not properly evidenced or substantiated. The FOS and FCA have said that they are aware of large numbers of “meritless” 239 complaints. Stephen Hadrill, Director General of the Finance & Leasing Association, told us: “… over the last couple of years our industry has seen rafts of claims coming forward, sometimes 10,000 in a week or that sort of number. On the latest estimate we saw, something like a fifth of those came forward without any proper basis at all. The customer had not been consulted by the claims management company. It had just run off a list of PPI claimants in the past and submitted it.” 240