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

  • The total number of complaints reported by firms in the second half (H2) of 2018 was 3.91 million. This is a 5% (-220,972) decrease compared with the first half (H1) of 2018, when 4.13 million complaints were received.
  • Complaints about PPI decreased by 8% to 1.58 million.
  • The total redress paid to consumers was £2.26 billion, a 12% (£216 million) decrease compared to £2.57 billion in 2018 H1.
  • 37% of all complaints closed by firms in 2018 H2 were closed within 3 business days, compared to 35% of complaints closed in 2018 H1. 

What is included in the data

The data we publish includes:

  • 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 do 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 these new data now feed 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

2019 H1: 17 October 2019 (to be confirmed)

2019 H2: 16 April 2020 (to be confirmed)

View previous complaints data

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