Speeches by Blake.

“It was not one of your top five complained about incidents last year, so what proportion is it?”

“Are you saying that the PSR has not kept up to speed with the fraudsters?”

“What I am trying to get at is how we have confidence. You say that there needs to be a reform of the Consumer Credit Act. We know that the voluntary scheme got to about 73% of claims. What would be a reasonable number of claims to be approved by payment services?”

“You should get no complaints.”

“Do you have a breakdown of how these are being dealt with? The emotional experience of being defrauded in this situation is acute, and you need to have confidence and pace. Do you have a breakdown of that?”

“There is a bit more information that would be useful to know about the claims. Are there any particular categories of payment service that are coming forward in terms of complaints to the ombudsman?”

“Specifically on the authorised push payments, are there any types of provider that are bubbling up?”

“That would be helpful.”

“Yes, the APP fraud in particular.”

“Did I hear correctly that the agreement was made on the same day that it was announced?”

“Are you resourced to cover those, if you see the complaints going up and we do not have full visibility of the success of the compulsory scheme?”

“We have current accounts, credit cards, and then three categories of motor finance, so would it come after that?”

“How are you communicating with the Payment Systems Regulator about the compulsory scheme? If the compulsory scheme is not working and is not driving up that number of successful claims, the complexity of complaints is going to go up, and you may or may not be resourced to do it.”

“How long might an ombudsman case on one of these take?”

“Your argument is that you think that that is a flow‑through from when the level of the incidents were increasing, then we got to 7 October with the compulsory scheme, and you think it will tail off?”

“How can we be confident that a scheme is robust? Who is monitoring the number of claims that are paid under the compulsory scheme? We have your complaints going up, but we do not have full visibility at the moment about the number of claims that are being paid back by the payment services. How can we have confidence th…”

“The agreement was made on the same day.”

“I am very surprised.”

“I would like to start talking about authorised push payment fraud, which is something that is awful when it happens to you. It can be really disabling and disempowering for people, and can be quite connected to worries that I certainly have about financial inclusion and confidence in using some of these products. In 20…”

“I am interested that you are getting more now that we have a compulsory scheme, because you would have thought that a compulsory scheme would actually reduce your overall complaints. What has gone wrong with the compulsory scheme?”