FCA has published a thematic review which examined how 18 small and medium-sized firms were dealing with complaints about payment protection insurance (PPI). Although it found some examples of good practice, it found significant problems in the way 12 of the firms dealt with some aspects of complaints handling. FCA disagreed with the decisions the firms had made on 60% of their rejected cases and with the redress offered by the firms in over 40% of the upheld cases. It has referred one firm to enforcement and is considering referring others. FCA is also carrying out a review of PPI complaints handling in larger firms, and will report separately on that. (Source: FCA Publishes PPI Complaints Review)