This section answers a number of frequently-asked questions (FAQs) about:
is it true that some cases are free?
We do not charge a business a case fee for the first 25 complaints we deal with each year. And we do not charge a supplementary case fee for the first 25 payment protection insurance mis-selling complaints we receive.
This reflects the fact that most businesses have very few cases referred to us. It means that most of these businesses do not have to pay case fees. This is welcomed by the financial services industry, especially smaller businesses.
For more details see our special factsheet: