Aggregate complaints data sortable table: 2020 H2

Aggregate complaints data sortable table: 2020 H2

Volumes by product name

Aggregate Complaints data - Volumes by product name

Product

Product group

2019 H2

2020 H1

2020 H2

Property

Insurance & pure protection

101,777

85,923

100,307

Other pensions

Decumulation & pensions

379

288

318

Other pure protection

Insurance & pure protection

2,070

1,588

1,333

Other regulated home finance products

Home finance

83,048

77,319

91,890

Other unregulated home finance products

Home finance

15,802

16,849

19,580

Overdrafts

Banking and credit cards

48,628

37,080

22,982

Packaged accounts

Banking and credit cards

91,216

79,149

71,625

Payment protection insurance

Insurance & pure protection

3,853,770

1,090,939

256,412

Pensions packaged multi products

Decumulation & pensions

Pet

Insurance & pure protection

20,173

19,560

22,254

Platforms

Investments

8,431

8,970

11,467

Protection packaged multi products

Insurance & pure protection

307

299

259

Other general insurance

Insurance & pure protection

257,086

205,088

229,506

Savings (including ISAs)

Banking and credit cards

71,046

65,082

62,104

Second and subsequent charge

Home finance

2,016

2,286

2,642

Structured products

Investments

642

449

441

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

Decumulation & pensions

105

Travel

Insurance & pure protection

28,409

44,767

46,256

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

Decumulation & pensions

2,928

2,642

3,589

UCITS

Investments

160

110

Unit trusts/OEICs

Investments

5,429

6,199

4,948

Warranty

Insurance & pure protection

30,523

34,981

35,557

Whole of life/term assurance/critical illness

Insurance & pure protection

34,543

25,825

23,674

Other investment products/funds

Investments

6,323

8,013

6,847

Other decumulation

Decumulation & pensions

112

Annuities (including enhanced and impaired)

Decumulation & pensions

8,548

4,827

4,413

FX/CFD/Spreadbetting

Investments

1,377

2,224

1,833

Assistance

Insurance & pure protection

34,232

26,795

28,425

Credit cards

Banking and credit cards

336,038

251,434

242,769

Crowdfunding / Peer to Peer

Investments

2,226

1,949

2,090

Current accounts

Banking and credit cards

615,801

484,475

503,813

Decumulation packaged multi products

Decumulation & pensions

Discretionary management services

Investments

1,755

1,616

1,290

Drawdown and UFPLS

Decumulation & pensions

4,125

4,423

3,569

Endowments

Investments

12,856

6,667

5,649

Equity release

Home finance

2,028

1,867

2,222

ETPs

Investments

128

116

353

General insurance packaged multi products

Insurance & pure protection

8,866

9,722

9,360

Other banking

Banking and credit cards

34,009

26,824

29,770

Impaired credit

Home finance

1,414

949

751

Income protection and other accident, sickness and unemployment

Insurance & pure protection

7,161

5,352

4,062

Investment bonds

Investments

10,137

8,033

8,245

Investment packaged multi products

Investments

Investment trusts

Investments

480

345

403

ISAs (where investment held)

Investments

17,699

17,284

18,193

Medical/health

Insurance & pure protection

55,290

57,036

60,670

Motor & transport

Insurance & pure protection

242,907

188,893

197,027

Non-discretionary management services

Investments

1,095

1,327

1,467

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

Decumulation & pensions

33,354

34,620

34,961

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

Decumulation & pensions

8,578

8,939

11,214

Complaints by product, contextualised

Aggregate Complaints data - Complaints, contextualised by number of products

Product

Product group

2019 H2

2020 H1

2020 H2

Property

Insurance & pure protection

3.2

2.8

3.1

Other pensions

Decumulation & pensions

0.5

0.4

0.4

Other pure protection

Insurance & pure protection

0.8

1

2.1

Other regulated home finance products

Home finance

8.8

8.2

9.7

Other unregulated home finance products

Home finance

5.9

6.4

7.9

Overdrafts

Banking and credit cards

1.1

0.8

0.5

Packaged accounts

Banking and credit cards

11.1

10

9.3

Payment protection insurance

Insurance & pure protection

122.6

45.5

10.7

Pensions packaged multi products

Decumulation & pensions

Pet

Insurance & pure protection

5.1

4.6

4.9

Platforms

Investments

0.8

0.7

0.9

Protection packaged multi products

Insurance & pure protection

147.4

153.3

152.4

Other general insurance

Insurance & pure protection

4.9

3.7

3.9

Savings (including ISAs)

Banking and credit cards

0.6

0.5

0.5

Second and subsequent charge

Home finance

30.7

50.9

63.1

Structured products

Investments

10.7

12.1

11.7

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

Decumulation & pensions

5.5

Travel

Insurance & pure protection

1.8

2.6

3.1

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

Decumulation & pensions

0.4

0.3

0.4

UCITS

Investments

2.3

3.3

Unit trusts/OEICs

Investments

0.7

0.7

0.6

Warranty

Insurance & pure protection

1.7

1.9

0.1

Whole of life/term assurance/critical illness

Insurance & pure protection

1.4

1

1

Other investment products/funds

Investments

0.5

0.5

0.6

Other decumulation

Decumulation & pensions

732

Annuities (including enhanced and impaired)

Decumulation & pensions

1.3

0.8

0.7

FX/CFD/Spreadbetting

Investments

13.7

25

24.5

Assistance

Insurance & pure protection

2.1

1.7

1.8

Credit cards

Banking and credit cards

6

4.5

4.4

Crowdfunding / Peer to Peer

Investments

44.9

39.4

42.2

Current accounts

Banking and credit cards

6

4.6

4.8

Decumulation packaged multi products

Decumulation & pensions

Discretionary management services

Investments

5.3

4.3

4.2

Drawdown and UFPLS

Decumulation & pensions

6.1

6.2

5.1

Endowments

Investments

7.1

2.1

1.7

Equity release

Home finance

11.3

11.4

13.9

ETPs

Investments

129

213.7

General insurance packaged multi products

Insurance & pure protection

1

1.8

1.6

Other banking

Banking and credit cards

9.6

7.8

5.2

Impaired credit

Home finance

20.2

18.7

15.2

Income protection and other accident, sickness and unemployment

Insurance & pure protection

1.4

1.2

1.1

Investment bonds

Investments

3.6

2.9

3

Investment packaged multi products

Investments

Investment trusts

Investments

24.8

1,064.80

0.5

ISAs (where investment held)

Investments

3.2

2.8

2.8

Medical/health

Insurance & pure protection

6.7

7

5.6

Motor & transport

Insurance & pure protection

5.6

4.4

4.3

Non-discretionary management services

Investments

0.8

1

1.1

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

Decumulation & pensions

2.6

2.6

2.6

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

Decumulation & pensions

0.7

0.7

0.9