Aggregate complaints data: 2021 H2

This page shows the market-level data reported to us by financial services firms for 2021 H2 between 1 July 2021 and 31 December 2021. It includes analysis on the latest trends for each product group.

We use our complaints data to help assess how firms interact with and treat their customers as well as monitoring their performance over time. We also use this data to guide our work in supervising firms and markets, highlighting any potential concerns with specific financial products offered.

Download the aggregate complaints data (XLSX)

Key Findings

  • In 2021 H2, financial services firms received 1.84m complaints, 10% lower than in 2021 H1 (2.04m). This is the lowest level recorded since 2016 H2 (figure 1).
     
  • The insurance and pure protection product group saw the largest decrease in complaints received by firms: from 890,000 complaints in 2021 H1 to 770,000 complaints in 2021 H2 (11%). There was also a noticeable decrease in home finance complaints (14%), investments (29%) and decumulation and pensions (16%). No product group saw an increase from 2021 H2.
     
  • Unlike in previous returns, the decrease in insurance and pure protection complaints was not driven by the drop in complaints about Payment Protection Insurance (PPI). Instead, it was consistent across all products. The exception was in warranties which has increased 18% from 44,329 to 52,091 (after also increasing 19% in 2021 H1).
     
  • Current accounts are still the most complained about products. The number of complaints for these increased 5% from 503,135 in 2021 H1 to 526,609 in 2021 H2. Other general insurance is the second most complained about product, but this fell 28% from 297,650 to 216,438.
     
  • As the number of PPI complaints has fallen, so too has the total number of complaints that took longer than 8 weeks to close. In 2021 H2, only 6% of complaints took this long to close, compared to 12% in 2021 H1.
     
  • The total redress paid fell 52% from £559m in 2021 H1 to £291.5m. Although the majority of this can be attributed to the falling PPI complaints, the amount paid for other complaints still fell 22% from £284m in 2021 H1 to £222.2m in 2021 H2.
     
  • The percentage of complaints that are upheld increased slightly from 59.4% in 2021 H1 to 59.5% in 2021 H2.

 

Chart tips: hover over the data series to view the data values and filter the data categories by clicking on the legend.

Chart

Data table

Download

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.

Chart

Data table

Download

Complaints closed 

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

Table 1 – Complaints closed in the period

  All Complaints PPI All other complaints
  2021 H1 2021 H2 2021 H1 2021 H2 2021 H1 2021 H2
Total complaints opened 2.16m 1.87m 0.16m 0.04m 2.00m 1.83m
of which:            
closed within 3 days (%) 48% 49% 4% 8% 51% 50%
closed within 8 weeks (%) 40% 45% 15% 17% 42% 46%
closed after 8 weeks (%) 12% 6% 80% 75% 7% 5%

Source: FCA complaints data

Table 2 – Complaints upheld and redress paid

  All Complaints All other complaints PPI
  2021 H1 2021 H2 2021 H1 2021 H2 2021 H1 2021 H2
Total complaints closed 2.1m 1.8m 1.9m 1.8m 0.2m 0.00m
of which:            
upheld 1.2m 1.1m 1.2m 1.0m 0.1m 0.0m
% upheld 59% 59% 60% 60% 52% 46%
Total redress paid £537.4m £261.3m £263.0m £192.1m £274.3m £69.2m
Redress for upheld complaints £499.2m £228.9m £243.7m £171.0m £255.5m £57.9m
Redress for complaints not upheld £38.0m £32.3m £19.2m £21.0m £18.8m £11.3m
Average redress for complaints upheld £402 £214 £210 £163 £3119 £2827

Source: FCA complaints data

Aggregate complaints data sortable tables: 2021 H2

 

Product

Product Group

2020 H2

2021 H1

2021 H2

Annuities (including enhanced and impaired)

Decumulation & pensions

4,486

5,337

4,497

Assistance

Insurance & pure protection

28,427

31,336

30,313

Credit cards

Banking and credit cards

242,769

215,597

194,183

Crowdfunding / Peer to Peer

Investments

2,111

1,968

601

Current accounts

Banking and credit cards

505,145

503,135

526,609

Decumulation packaged multi products

Decumulation & pensions

Discretionary management services

Investments

1,292

1,157

1,030

Drawdown and UFPLS

Decumulation & pensions

3,667

4,840

4,482

Endowments

Investments

5,651

5,077

3,984

Equity release

Home finance

2,222

2,344

2,411

ETPs

Investments

353

1,784

381

FX/CFD/Spreadbetting

Investments

1,833

1,584

1,094

General insurance packaged multi products

Insurance & pure protection

9,360

10,045

9,083

Impaired credit

Home finance

751

724

656

Income protection and other accident, sickness and unemployment

Insurance & pure protection

4,063

4,081

3,210

Investment bonds

Investments

8,252

8,687

7,220

Investment packaged multi products

Investments

Investment trusts

Investments

388

457

657

ISAs (where investment held)

Investments

18,277

21,452

17,380

Medical/health

Insurance & pure protection

60,672

83,504

69,749

Motor & transport

Insurance & pure protection

197,603

200,840

218,048

Non-discretionary management services

Investments

1,467

1,714

1,034

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

Decumulation & pensions

35,412

42,274

36,022

Other banking

Banking and credit cards

30,039

35,324

33,495

Other decumulation

Decumulation & pensions

Other general insurance

Insurance & pure protection

229,511

297,652

216,438

Other investment products/funds

Investments

6,847

7,918

6,675

Other pensions

Decumulation & pensions

317

269

309

Other pure protection

Insurance & pure protection

1,333

1,055

8,150

Other regulated home finance products

Home finance

91,890

80,833

69,682

Other unregulated home finance products

Home finance

19,580

18,237

15,448

Overdrafts

Banking and credit cards

23,032

21,414

15,457

Packaged accounts

Banking and credit cards

71,625

72,225

57,217

Payment protection insurance

Insurance & pure protection

256,415

56,620

16,378

Pet

Insurance & pure protection

22,313

23,088

21,192

Platforms

Investments

12,075

17,092

8,894

Property

Insurance & pure protection

99,855

90,366

86,204

Protection packaged multi products

Insurance & pure protection

259

331

363

Savings (including ISAs)

Banking and credit cards

62,104

54,586

52,268

Second and subsequent charge

Home finance

2,642

2,479

2,215

Structured products

Investments

441

447

205

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

Decumulation & pensions

105

Travel

Insurance & pure protection

46,258

17,081

16,178

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

Decumulation & pensions

3,589

5,528

4,393

UCITS

Investments

110

146

147

Unit trusts/OEICs

Investments

4,967

5,316

4,444

Warranty

Insurance & pure protection

35,557

44,330

52,091

Whole of life/term assurance/critical illness

Insurance & pure protection

23,728

26,532

23,991

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

Decumulation & pensions

10,741

14,974

11,890

Complaints, contextualised by number of products.

Product

Product Group

2020 H2

2021 H1

2021 H2

Annuities (including enhanced and impaired)

Decumulation & pensions

0.7

0.9

0.7

Assistance

Insurance & pure protection

1.8

1.8

1.7

Credit cards

Banking and credit cards

4.4

4.1

3.7

Crowdfunding / Peer to Peer

Investments

42.6

34.1

16.1

Current accounts

Banking and credit cards

4.7

4.7

4.8

Decumulation packaged multi products

Decumulation & pensions

Discretionary management services

Investments

4.6

3.9

4.1

Drawdown and UFPLS

Decumulation & pensions

5.2

6.1

5.5

Endowments

Investments

1.7

1.7

2.3

Equity release

Home finance

13.9

14.5

15.4

ETPs

Investments

213.7

5.4

FX/CFD/Spreadbetting

Investments

24.5

1.5

17

General insurance packaged multi products

Insurance & pure protection

1.6

1.3

0.9

Impaired credit

Home finance

15.2

16.8

14.2

Income protection and other accident, sickness and unemployment

Insurance & pure protection

1.1

1

0.7

Investment bonds

Investments

3

3.5

2.9

Investment packaged multi products

Investments

22.4

8.5

7

Investment trusts

Investments

0.5

0.5

369.1

ISAs (where investment held)

Investments

2.8

2.9

2.4

Medical/health

Insurance & pure protection

5.6

8.1

9.5

Motor & transport

Insurance & pure protection

4.3

4.2

4

Non-discretionary management services

Investments

1.1

1.3

0.8

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

Decumulation & pensions

2.6

3.2

2.7

Other banking

Banking and credit cards

5.2

6.3

3

Other decumulation

Decumulation & pensions

500

Other general insurance

Insurance & pure protection

3.9

5.8

3.8

Other investment products/funds

Investments

0.6

0.5

0.5

Other pensions

Decumulation & pensions

0.4

0.5

0.5

Other pure protection

Insurance & pure protection

2.1

1.5

10.7

Other regulated home finance products

Home finance

9.7

8.6

7.4

Other unregulated home finance products

Home finance

7.9

7.1

5.9

Overdrafts

Banking and credit cards

0.5

0.5

0.3

Packaged accounts

Banking and credit cards

9.3

9.5

7.8

Payment protection insurance

Insurance & pure protection

10.7

2.4

0.7

Pet

Insurance & pure protection

4.9

6.3

5.4

Platforms

Investments

0.9

1.1

0.6

Property

Insurance & pure protection

3.1

2.8

2.6

Protection packaged multi products

Insurance & pure protection

152.4

51.3

127.8

Savings (including ISAs)

Banking and credit cards

0.5

0.5

0.4

Second and subsequent charge

Home finance

63.1

64.3

49.2

Structured products

Investments

11.8

12.8

7.3

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

Decumulation & pensions

5.5

3.8

4.2

Travel

Insurance & pure protection

3.1

1.2

1.3

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

Decumulation & pensions

0.4

0.6

0.5

UCITS

Investments

7.2

2.5

2.3

Unit trusts/OEICs

Investments

0.6

0.6

0.5

Warranty

Insurance & pure protection

0.1

2

3

Whole of life/term assurance/critical illness

Insurance & pure protection

1

1.3

1

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

Decumulation & pensions

0.9

1.1

0.9

Further information about the complaints data

Copyright

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