We have responded to the visit and mystery shopping findings by taking a range of actions designed to deal with those firms that fail to treat their customers fairly and to improve PPI sales standards in the future. We have referred four firms to Enforcement for further investigation and are actively considering referring around 20 more. Eleven firms have stopped selling PPI either permanently or temporarily until such time as they improve their sales processes and/or retrain their staff. A further three firms cancelled their permissions after we visited them and four firms are undertaking a past business review. We have instructed two firms to provide an.
