Our expectations of firms operating in this market have been published on several occasions and the questions used in the mystery shopping relate to ICOB and TCF requirements for a PPI sale. Our standard for each issue is therefore 100% compliance and is illustrated in the following diagram by the solid blue line around the outside of the chart. Findings against each question have been plotted on the diagram, the solid line joins up the average result of all the shops (as a percentage). For example, in 92% of shops the shoppers answered ‘yes’ to the question ‘Did the salesperson say that PPI was optional?’.
