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Release Date: 1st June 2016

To access the original FCA document, click here.


The Financial Conduct Authority (FCA) has fined CT Capital Ltd £2,360,900 for significant failures in handling Payment Protection Insurance (PPI) complaints. These failings occurred between May 2011 and November 2013 and affected 6,669 PPI complaints, resulting in many customers not receiving the redress payments they were entitled to. The average redress for fully upheld complaints during this period was £5,959.

Summary of the Incident:

Key Takeaways for Other Firms:


The FCA’s action against CT Capital Ltd underscores the importance of adhering to regulatory requirements in complaint handling. Firms must ensure that their processes are robust, fair, and in line with the standards to avoid significant penalties and ensure fair treatment of customers.

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