Tony Boorman, Principal Ombudsman, has spoken on how FOS is dealing with complaints about PPI misselling. He stressed firms have known for many years they should ensure as far as possible that policies are suitable and should know how to carry out basic complaints handling and to look at the rootcause. But many firms have not considered the wider concerns and have simply rejected individual complaints. FOS has seen greater "uphold" rates in favour of consumers and more evidence than before that firms have not adequately dealt with complaints. FOS is also aware some firms use methods which aim to deter customers from complaining. The increase in interest from claims management companies is not the solution and FOS feels firms must work to restore consumer confidence in the financial services system.