Ombudsman service is handling more than 60,000 motor finance commission cases

Sign up to our free money newsletter for investment analysis and expert advice to help you build wealth Sign up to our free money email for help building your wealth Sign up to our free money email for help building your wealth SIGN UP I would like to be emailed about offers, events and updates from The Independent. Read our privacy policy The Financial Ombudsman Service has more than 60,000 complaints cases relating to motor finance commission pending, a committee of MPs has heard. Asked how motor finance complaints compare with the scale of PPI, Mr Dipple-Johnstone said: “Obviously the service saw a lot more during PPI but there was a wider selling of that kind of product.” He said colleagues had said of the PPI scandal: “It was a slow burn, then it increased quite dramatically, and then the service cleared the work through. “So what we’ve tried to do is learn from that event, prepare our ground, make sure we’ve got the training in place, we can scale up our resources quickly, we understand the product, we’ve got the legal advice, we’ve got the digital platforms to deal with the cases, so that if they do come through to us, we’re able to scale up quickly, so we can provide the best service we can to customers.” Mr Dipple-Johnstone also said the FOS is looking at how artificial intelligence and automation can help with its service, saying tools are being used to “automatically get the right case to the right person with a high degree of accuracy within a few minutes of that person requesting it”. We're not deciding the cases using AI, we're using them as tools to help us process the cases more effectively James Dipple-Johnstone, Financial Ombudsman Service Mr Dipple-Johnstone also emphasised to the committee: “We’re not deciding the cases using AI, we’re using them as tools to help us process the cases more effectively.” Start investing with Trading 212.