Aggregate complaints data: 2022 H1

This page shows the market-level data reported to us by financial services firms for 2022 H1 between 1 January 2022 and 30 June 2022. It includes analysis on the latest trends for each product group.

We use the complaints data to help assess how well firms are treating their customers and how their performance changes over time. We also use this data to guide our work in supervising firms and markets and to highlight potential concerns with specific financial products.

Download the aggregate complaints data (XLSX)

Key Findings

  • In 2022 H1, financial services firms received 1.91m complaints, an increase of 3% on 2021 H2 (1.86m) (figure 1).
  • The decumulation and pensions product group saw the biggest increase in complaints received by firms, from 62,305 in 2021 H2 to 70,060 in 2022 H1 (12%).
  • Insurance and pure protection also saw an increase in complaints from 770,311 in 2021 H2 to 823,376 in 2022 H1 (8%).
  • All other product groups either saw the complaints numbers stay constant (investments) or fall slightly (banking and credit cards -1%, home finance -2%).
  • Current accounts are still the most complained about products. However, the number stayed relatively constant, 526,609 in 2021 H2 to 528,850 in 2022 H1.
  • Noticeable increases can be seen in general insurance packaged multi products from 9,083 in 2021 H2 to 23,796 in 2022 H1 (162%); travel from 16,178 in 2021 H2 to 22,542 in 2022 H1 (39%) and motor and transport from 218,048 in 2021 H2 to 245,764 in 2022 H1 (13%).
  • For the first time since the data has been collected, more than half (51.0%) of all complaints were closed within 3 days.
  • The percentage of complaints upheld increased to 60% in 2022 H1. This is the highest percentage since 2016. It has been rising steadily since a low of 52% in 2019 H2.
  • After falling steadily since 2018, the total amount of redress rose for the first time from £293m in 2021 H2 to £304m in 2022 H1. A large amount of this increase can be attributed to insurance and pure protection that rose 126% from £42m in 2021 H2 to £95m in 2022 H1.

 

Chart tips: hover over the data series to view the data values and filter the data categories by clicking on the legend.

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Note: complaints recorded for 2016 H2 include firms whose reporting periods ended on or after 30 December 2016. These firms accounted for approximately 90% of complaints.

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Complaints closed 

Firms have 8 weeks after receiving a complaint to provide a written response. 

Table 1 – Complaints closed in the period

 

  All Complaints PPI All other complaints
  2021 H2 2022 H1 2021 H2 2022 H1 2021 H2 2022 H1
Total Complaints closed 1.88m 1.89m 0.04m 0.01m 1.83m 1.88m
of which            
closed within 3 days (%) 48.62% 50.49% 7.72% 11.67% 49.61% 51.18%
closed within 8 weeks (%) 45.08% 43.87% 16.92% 15.41% 45.76% 44.04%
closed after 8 weeks (%) 6.31% 5.20% 75.36% 72.92% 4.63% 4.78%

Source: FCA complaints data

Table 2 – Complaints upheld and redress paid

 

  All Complaints PPI All other complaints
  2021 H2 2022 H1 2021 H2 2022 H1 2021 H2 2022 H1
Total complaints closed 1.88M 1.89M 0.04M 0.01M 1.79M 1.84M
of which:            
upheld 1100826 1151118 20477 5203 1066127 1130932
% upheld 58.59% 60.89% 46.12% 44.30% 59.39% 61.56%
Sum Closed Columns Redress Total £293.5M £304.1M £71.2M £31.7M £217.0M £263.8M
Redress paid for upheld complaints £252.7M £268.3M £59.0M £25.0M £188.5M £234.9M
Redress paid for complaints not upheld £40.9M £35.9M £12.2M £6.6M £28.4M £28.8M
Average redress upheld £229 £233 £2,881 £4,809 £177 £208

Source: FCA complaints data

Aggregate complaints data sortable tables: 2022 H1

 

Product

Product Group

2022 H1

2022 H2

2023 H1

Annuities (including enhanced and impaired)

Decumulation & pensions

4,978

6,494

8,694

Assistance

Insurance & pure protection

26,428

29,091

27,518

Credit cards

Banking and credit cards

199,359

188,200

201,925

Crowdfunding / Peer to Peer

Investments

602

562

361

Current accounts

Banking and credit cards

528,850

500,371

509,923

Decumulation packaged multi products

Decumulation & pensions

25

1

0

Discretionary management services

Investments

1,029

1,088

1,147

Drawdown and UFPLS

Decumulation & pensions

5,012

5,075

6,326

Endowments

Investments

4,188

3,603

3,490

Equity release

Home finance

2,699

2,674

2,085

ETPs

Investments

326

215

204

FX/CFD/Spreadbetting

Investments

1,358

1,175

1,190

General insurance packaged multi products

Insurance & pure protection

23,796

26,764

19,713

Impaired credit

Home finance

559

592

581

Income protection and other accident, sickness and unemployment

Insurance & pure protection

3,393

3,192

3,724

Investment bonds

Investments

7,603

8,199

11,059

Investment packaged multi products

Investments

48

71

80

Investment trusts

Investments

543

725

815

ISAs (where investment held)

Investments

18,198

15,988

19,472

Medical/health

Insurance & pure protection

76,789

79,351

85,316

Motor & transport

Insurance & pure protection

245,101

238,009

278,034

Non-discretionary management services

Investments

885

813

965

Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

38,629

38,543

47,413

Other banking - Please provide details below

Banking and credit cards

30,784

28,197

28,159

Other decumulation

Decumulation & pensions

21

57

77

Other general insurance

Insurance & pure protection

251,049

154,014

142,758

Other investment products/funds

Investments

8,531

6,986

6,226

Other pensions

Decumulation & pensions

320

270

367

Other pure protection

Insurance & pure protection

840

7,685

8,549

Other regulated home finance products

Home finance

68,221

78,418

70,130

Other unregulated home finance products

Home finance

14,931

17,398

16,682

Overdrafts

Banking and credit cards

14,648

12,182

9,386

Packaged accounts

Banking and credit cards

45,935

26,178

12,788

Payment protection insurance

Insurance & pure protection

6,687

3,622

3,287

Pensions packaged multi products

Decumulation & pensions

20

10

19

Pet

Insurance & pure protection

22,026

23,466

27,799

Platforms

Investments

5,928

5,055

7,524

Property

Insurance & pure protection

94,609

86,150

92,091

Protection packaged multi products

Insurance & pure protection

487

827

887

Savings (including ISAs)

Banking and credit cards

51,419

69,373

85,315

Second and subsequent charge

Home finance

2,107

2,250

1,991

Structured products

Investments

198

219

163

Third way products (e.g. investment linked, variable, fixed term)

Decumulation & pensions

74

92

94

Travel

Insurance & pure protection

22,261

31,900

31,279

Trust based pensions (e.g. Occupational and DB)

Decumulation & pensions

7,201

8,814

8,487

UCITS

Investments

191

180

219

Unit trusts/OEICs

Investments

4,293

3,792

4,351

Warranty

Insurance & pure protection

44,077

42,995

49,836

Whole of life/term assurance/critical illness

Insurance & pure protection

23,689

24,908

27,073

Workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

13,921

13,713

16,514

Complaints, contextualised by number of products.

Product

Product Group

2022 H1

2022 H2

2023 H1

Annuities (including enhanced and impaired)

Decumulation & pensions

0.7

0.9

1.2

Assistance

Insurance & pure protection

1.1

3.1

3.5

Credit cards

Banking and credit cards

3.7

3.5

3.6

Crowdfunding / Peer to Peer

Investments

2.6

0.8

Current accounts

Banking and credit cards

4.7

4.3

4.3

Discretionary management services

Investments

0.8

0.9

1.0

Drawdown and UFPLS

Decumulation & pensions

4.6

4.8

5.7

Endowments

Investments

2.4

2.2

1.4

Equity release

Home finance

7.8

6.1

5.9

ETPs

Investments

4.4

3.1

0.0

FX/CFD/Spreadbetting

Investments

0.5

0.5

0.1

General insurance packaged multi products

Insurance & pure protection

2.3

2.9

1.5

Impaired credit

Home finance

4.6

3.9

4.3

Income protection and other accident, sickness and unemployment

Insurance & pure protection

0.3

0.3

0.3

Investment bonds

Investments

3.0

4.3

Investment packaged multi products

Investments

2.9

40.3

2.9

Investment trusts

Investments

222.0

5.2

5.1

ISAs (where investment held)

Investments

1.7

1.4

1.8

Medical/health

Insurance & pure protection

8.8

10.5

8.8

Motor & transport

Insurance & pure protection

2.9

3.2

3.7

Non-discretionary management services

Investments

0.3

0.1

0.1

Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

2.7

2.6

3.3

Other banking - Please provide details below

Banking and credit cards

2.6

2.3

2.4

Other general insurance

Insurance & pure protection

3.1

2.0

2.1

Other investment products/funds

Investments

0.6

0.5

0.4

Other pensions

Decumulation & pensions

0.5

0.4

0.6

Other pure protection

Insurance & pure protection

0.5

8.5

9.3

Other regulated home finance products

Home finance

4.2

7.0

7.0

Other unregulated home finance products

Home finance

3.1

6.0

6.0

Overdrafts

Banking and credit cards

0.3

0.3

0.2

Packaged accounts

Banking and credit cards

7.2

3.5

1.7

Payment protection insurance

Insurance & pure protection

0.3

0.2

0.2

Pensions packaged multi products

Decumulation & pensions

1,166.7

Pet

Insurance & pure protection

4.3

4.6

5.5

Platforms

Investments

1.2

0.6

2.0

Property

Insurance & pure protection

2.2

2.0

2.2

Protection packaged multi products

Insurance & pure protection

0.9

0.5

0.5

Savings (including ISAs)

Banking and credit cards

0.4

0.5

0.7

Second and subsequent charge

Home finance

14.3

15.0

12.8

Structured products

Investments

7.5

14.5

4.6

Third way products (e.g. investment linked, variable, fixed term)

Decumulation & pensions

0.5

2.2

2.1

Travel

Insurance & pure protection

0.9

0.6

0.9

Trust based pensions (e.g. Occupational and DB)

Decumulation & pensions

0.6

0.8

0.7

UCITS

Investments

0.9

0.6

0.7

Unit trusts/OEICs

Investments

0.9

0.8

0.8

Warranty

Insurance & pure protection

2.4

2.8

2.6

Whole of life/term assurance/critical illness

Insurance & pure protection

0.8

0.8

0.9

Workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

1.0

0.8

1.0

Further information about the complaints data

Copyright

The data on this page is available under the terms of the Open Government Licence.

Page updates

: Information changed Updated data due to errors identified in firm submissions