When assessing a mis-sold PPI claim it is important to carefully review all the evidence. The business has an obligation to provide the customer with advice, based on the customer's individual circumstances, or with a proper explanation of the features of the policy. Where proper advice and explanation was not given it is then necessary to assess the impact on the customer. The ombudsman has expressed concern both that businesses do not deal with the individual details of each complaint, and that claims management companies submit vague claims and allegations, not paying sufficient attention to the particular matters at dispute.