Complaints data

Being transparent about the number of complaints that firms receive is helpful for the industry and consumers. Firms can compare their performance with their peers and consumers have an additional source of information about the firms we regulate.

We publish two different types of data every six months: firm specific data for individual firms and aggregate (or total) figures for the industry.

Firm specific complaints data

This includes data from individual firms that have reported 500 or more complaints in a six month period, or 1,000 or more in a year (approximately 290 firms). These complaints account for around 98% of all complaints that firms report to us. We publish the data in both a sortable online table, where you can search by firm, and a downloadable table where you can search the data by product group (eg banking products).

Aggregate (total) complaints data

This includes all the complaints that firms report to us. Over 3,000 firms submit complaints data to us reporting one or more complaint.

Latest findings

  • Firms received 2.96m complaints in 2020 H1, 52% lower than in 2019 H2 (6.10m complaints). These are the lowest levels recorded since 2016 H2.
  • The insurance and pure protection product group saw the largest decrease in complaints received by firms, from 4.68m complaints in 2019 H2 to 1.80m complaints in 2020 H1 Within this product group, the largest decrease was for Payment Protection Insurance (PPI), from 3.85m complaints received in 2019 H2 to 1.09m in 2020 H1. This follows the passing of the PPI deadline (29 August 2019) set by us.
  • The volume of all other complaints (excluding PPI) decreased by 20% in 2020 H1 when compared with 2019 H2, from 2.25m to 1.87m.
  • After PPI, the most complained about products in 2020 H1 were current accounts (16% of all complaints), credit cards (8%) and other general insurance products (7%).

What is included in the data

Alongside key findings, we have published dashboards which contain tables and visualisations exploring:

  • the number of opened, closed and upheld complaints, in relation to the size of the market or firm
  • the amount of redress paid
  • the type of firm the complaint was about
  • the type of product the complaint was about
  • the reason for the complaint

Understanding the data

How we define a complaint

The full definition of a complaint is in our Handbook glossary. Firms must report complaints from eligible complainants about activities carried out from an establishment maintained by the firm or their appointed representative in the UK. Complaints data may also include complaints from retail clients, professional clients and eligible counterparties. 

A complaint is resolved where the complainant has indicated acceptance of a response from the firm. Neither the response nor the acceptance needs to be in writing.

Consumer credit complaints data

The aggregate data does not include complaints against firms that are only authorised to carry out consumer credit related activities. This is because not all firms have submitted the data to us yet following their authorisation process and, as a result, we do not yet have a full set of data. We will not be publishing aggregate statistics for all firms until they are authorised and are reporting their complaints data to us.

 

Changes to the data from 2016 H2 (1 July to 31 December 2016)

Before 29 June 2016, we did not require firms to submit complaints data for complaints resolved by the end of the following business day after they were received. From 30 June 2016 the rule changed so that all complaints become reportable and this new data now feeds into the complaints data publication.

The amendments to DISP 1.5 were discussed in Policy Statement 15/19. This new, fuller data set will not be comparable to the historic data, but we believe it will be more informative for consumers and industry (including figures to put the number of complaints into context in relation to the size of each business), and will provide us with better intelligence. 

Our aggregate data technical information page offers more information on how the rule changes have affected the data.

Making a complaint

Please see how to complain.

Future edition publication dates

H2 2020 data: 22 April 2021

H1 2021 data: 26 October 2021

View previous complaints data