Aggregate complaints data: 2022 H1

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.

• Key findings
• Aggregate complaints data sortable tables: 2021 H2
• Opened complaints[1]
• Closed complaints[2]
• Complaints upheld[3]
• Redress paid[4]
• About the complaints data[5]

Download the aggregate complaints data (XLSX)[6]

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.

While preparing the 2024 H2 publication, we identified a discrepancy in our calculations that led to an overstatement of the total number of accounts in the ‘Banking and Credit Cards’ and ‘Investments’ product groups. This figure is used to calculate the relevant contextualisation metric in Figure 2. The updates are included in the 2024 H2 and future publications. This publication has not been updated.

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.

Complaints closed 

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

Table 1 – Complaints closed in the period

Source: FCA complaints data

Table 2 – Complaints upheld and redress paid

Source: FCA complaints data

Aggregate complaints data sortable tables: 2022 H1

Further information about the complaints data[7]

Copyright

The data on this page is available under the terms of the Open Government Licence[8].