Aggregate complaints data: 2023 H1

By analysing this data, we evaluate the firms' treatment of their customers and track changes in their performance over time. We also use this information to support our supervision of firms and markets, and to identify any potential concerns related to specific financial products.

• Key findings
• Aggregate complaints data sortable tables: 2023 H1
• Opened complaints
• Closed complaints
• Complaints upheld
• Redress paid
• About the complaints data

Download the aggregate complaints data (XLSX)

Key Findings

• In 2023 H1, financial services firms received 1.88m opened complaints, an increase of 5% from 2022 H2 (1.80m) (figure 1).
   
• The product groups that experienced an increase in their opened complaint numbers from 2022 H2 to 2023 H1 were the following: decumulation & pensions (20%), investments (18%), insurance & pure protection (6%), & banking and credit cards (3%).
   
• The home finance product group saw a 10% reduction in opened complaints from 101,333 (2022 H2) to 91,469 (2023 H1).
   
• Since 2016 H2, current accounts have remained the most complained about product. The number of current accounts opened complaints increased, from 500,371 in 2022 H2 to 509,923 in 2023 H1 (2%).
   
• Noticeable increases in opened complaints can be seen in the following products: motor & transport from 238,009 in 2022 H2 to 278,034 in 2023 H1 (17%), credit cards from 188,200 in 2022 H2 to 201,925 in 2023 H1 (7%), property from 86,150 in 2022 H2 to 92,091 in 2023 H1 (7%), & savings (including ISAs) from 69,373 in 2022 H2 to 85,315 in 2023 H1 (23%).
   
• The percentage of complaints upheld increased from 60% in 2022 H2 to 61% in 2023 H1. Excluding 2022 H2, the percentage of upheld complaints has been steadily rising since 2019 H2.
   
• Redress payments went up by 4% from £228m in 2022 H2 to £236m in 2023 H1, but this is 22% below the 2022 H1 figure of £304m. This year-over-year decline is largely due to a 75% decrease in the redress paid for payment protection insurance complaints, decreasing from £32m in 2022 H1 to £8m in 2023 H1.
   
• Home finance products have the highest figure for opened complaints per 1,000 products sold of 6.8 in both 2022 H2 & 2023 H1 (figure 2).

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.

In 2022, we revised the product group context figure calculation methodology to reduce errors in firm reporting. Be careful when comparing data with previous years.

Table 1.1 – All complaints closed

Source: FCA complaints data

Table 1.2 – All complaints closed by product group

Source: FCA complaints data

Table 2.1 – Complaints upheld, and redress paid

Source: FCA complaints data

Table 2.2 – Complaints upheld, and redress paid by product group

Source: FCA complaints data

Aggregate complaints data sortable tables: 2023 H1

Context data

Please see about our complaints data section for information about context data.

Copyright

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