This page shows the market-level data reported to us by financial services firms for 2022 H1 between 1 January 2022 and 30 June 2022. It includes analysis on the latest trends for each product group.
We use the complaints data to help assess how well firms are treating their customers and how their performance changes over time. We also use this data to guide our work in supervising firms and markets and to highlight potential concerns with specific financial products.
- Key findings
- Aggregate complaints data sortable tables: 2021 H2
- Opened complaints
- Closed complaints
- Complaints upheld
- Redress paid
- About the complaints data
Download the aggregate complaints data (XLSX)
Key Findings
- In 2022 H1, financial services firms received 1.91m complaints, an increase of 3% on 2021 H2 (1.86m) (figure 1).
- The decumulation and pensions product group saw the biggest increase in complaints received by firms, from 62,305 in 2021 H2 to 70,060 in 2022 H1 (12%).
- Insurance and pure protection also saw an increase in complaints from 770,311 in 2021 H2 to 823,376 in 2022 H1 (8%).
- All other product groups either saw the complaints numbers stay constant (investments) or fall slightly (banking and credit cards -1%, home finance -2%).
- Current accounts are still the most complained about products. However, the number stayed relatively constant, 526,609 in 2021 H2 to 528,850 in 2022 H1.
- Noticeable increases can be seen in general insurance packaged multi products from 9,083 in 2021 H2 to 23,796 in 2022 H1 (162%); travel from 16,178 in 2021 H2 to 22,542 in 2022 H1 (39%) and motor and transport from 218,048 in 2021 H2 to 245,764 in 2022 H1 (13%).
- For the first time since the data has been collected, more than half (51.0%) of all complaints were closed within 3 days.
- The percentage of complaints upheld increased to 60% in 2022 H1. This is the highest percentage since 2016. It has been rising steadily since a low of 52% in 2019 H2.
- After falling steadily since 2018, the total amount of redress rose for the first time from £293m in 2021 H2 to £304m in 2022 H1. A large amount of this increase can be attributed to insurance and pure protection that rose 126% from £42m in 2021 H2 to £95m in 2022 H1.
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Data table
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.
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Data table
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 H2 | 2022 H1 | 2021 H2 | 2022 H1 | 2021 H2 | 2022 H1 | |
| Total Complaints closed | 1.88m | 1.89m | 0.04m | 0.01m | 1.83m | 1.88m |
| of which | ||||||
| closed within 3 days (%) | 48.62% | 50.49% | 7.72% | 11.67% | 49.61% | 51.18% |
| closed within 8 weeks (%) | 45.08% | 43.87% | 16.92% | 15.41% | 45.76% | 44.04% |
| closed after 8 weeks (%) | 6.31% | 5.20% | 75.36% | 72.92% | 4.63% | 4.78% |
Source: FCA complaints data
Table 2 – Complaints upheld and redress paid
| All Complaints | PPI | All other complaints | ||||
|---|---|---|---|---|---|---|
| 2021 H2 | 2022 H1 | 2021 H2 | 2022 H1 | 2021 H2 | 2022 H1 | |
| Total complaints closed | 1.88M | 1.89M | 0.04M | 0.01M | 1.79M | 1.84M |
| of which: | ||||||
| upheld | 1100826 | 1151118 | 20477 | 5203 | 1066127 | 1130932 |
| % upheld | 58.59% | 60.89% | 46.12% | 44.30% | 59.39% | 61.56% |
| Sum Closed Columns Redress Total | £293.5M | £304.1M | £71.2M | £31.7M | £217.0M | £263.8M |
| Redress paid for upheld complaints | £252.7M | £268.3M | £59.0M | £25.0M | £188.5M | £234.9M |
| Redress paid for complaints not upheld | £40.9M | £35.9M | £12.2M | £6.6M | £28.4M | £28.8M |
| Average redress upheld | £229 | £233 | £2,881 | £4,809 | £177 | £208 |
Source: FCA complaints data
Aggregate complaints data sortable tables: 2022 H1
Product |
Product Group (group) |
2022 H2 |
2023 H1 |
2023 H2 |
|---|---|---|---|---|
Annuities (including enhanced and impaired) |
Decumulation & pensions |
6,494 |
8,711 |
8,355 |
Assistance |
Insurance & pure protection |
29,091 |
27,518 |
26,632 |
Credit cards |
Banking and credit cards |
188,200 |
201,925 |
217,032 |
Crowdfunding / Peer to Peer |
Investments |
562 |
457 |
300 |
Current accounts |
Banking and credit cards |
500,371 |
509,923 |
515,336 |
Decumulation packaged multi products |
Decumulation & pensions |
1 |
0 |
2 |
Discretionary management services |
Investments |
1,088 |
1,174 |
2,162 |
Drawdown and UFPLS |
Decumulation & pensions |
5,075 |
6,326 |
7,006 |
Endowments |
Investments |
3,603 |
3,484 |
3,137 |
Equity release |
Home finance |
2,674 |
2,085 |
1,951 |
ETPs |
Investments |
215 |
204 |
327 |
FX/CFD/Spreadbetting |
Investments |
1,175 |
1,190 |
1,300 |
General insurance packaged multi products |
Insurance & pure protection |
26,764 |
19,713 |
19,299 |
Impaired credit |
Home finance |
592 |
581 |
714 |
Income protection and other accident, sickness and unemployment |
Insurance & pure protection |
3,192 |
3,724 |
3,729 |
Investment bonds |
Investments |
8,199 |
11,051 |
11,253 |
Investment packaged multi products |
Investments |
71 |
80 |
75 |
Investment trusts |
Investments |
725 |
815 |
1,344 |
ISAs (where investment held) |
Investments |
15,988 |
19,869 |
21,154 |
Medical/health |
Insurance & pure protection |
79,351 |
85,316 |
80,278 |
Motor & transport |
Insurance & pure protection |
238,302 |
278,148 |
281,082 |
Non-discretionary management services |
Investments |
813 |
974 |
727 |
Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs) |
Decumulation & pensions |
38,543 |
47,423 |
44,936 |
Other banking - Please provide details below |
Banking and credit cards |
28,197 |
28,159 |
21,992 |
Other decumulation |
Decumulation & pensions |
57 |
77 |
49 |
Other general insurance |
Insurance & pure protection |
156,153 |
150,740 |
118,978 |
Other investment products/funds |
Investments |
6,986 |
7,792 |
7,058 |
Other pensions |
Decumulation & pensions |
270 |
367 |
346 |
Other pure protection |
Insurance & pure protection |
7,685 |
602 |
381 |
Other regulated home finance products |
Home finance |
78,418 |
70,132 |
70,387 |
Other unregulated home finance products |
Home finance |
17,398 |
16,682 |
19,120 |
Overdrafts |
Banking and credit cards |
12,182 |
9,386 |
15,233 |
Packaged accounts |
Banking and credit cards |
26,178 |
12,788 |
13,461 |
Payment protection insurance |
Insurance & pure protection |
3,622 |
3,287 |
2,009 |
Pensions packaged multi products |
Decumulation & pensions |
10 |
19 |
26 |
Pet |
Insurance & pure protection |
23,466 |
27,800 |
26,570 |
Platforms |
Investments |
5,055 |
7,524 |
7,842 |
Property |
Insurance & pure protection |
86,375 |
92,761 |
91,893 |
Protection packaged multi products |
Insurance & pure protection |
827 |
887 |
509 |
Savings (including ISAs) |
Banking and credit cards |
69,373 |
85,315 |
91,172 |
Second and subsequent charge |
Home finance |
2,250 |
1,991 |
2,650 |
Structured products |
Investments |
219 |
163 |
107 |
Third way products (e.g. investment linked, variable, fixed term) |
Decumulation & pensions |
92 |
94 |
91 |
Travel |
Insurance & pure protection |
31,989 |
32,589 |
34,669 |
Trust based pensions (e.g. Occupational and DB) |
Decumulation & pensions |
8,814 |
8,494 |
7,121 |
UCITS |
Investments |
180 |
219 |
187 |
Unit trusts/OEICs |
Investments |
3,792 |
4,420 |
4,440 |
Warranty |
Insurance & pure protection |
42,995 |
49,879 |
43,698 |
Whole of life/term assurance/critical illness |
Insurance & pure protection |
24,909 |
27,094 |
23,465 |
Workplace personal pensions (e.g. SIPPs, SHPs, PPPs) |
Decumulation & pensions |
13,713 |
16,514 |
17,614 |
Complaints, contextualised by number of products.
Product |
Product Group (group) |
2022 H2 |
2023 H1 |
2023 H2 |
|---|---|---|---|---|
Annuities (including enhanced and impaired) |
Decumulation & pensions |
0.9 |
1.2 |
1.1 |
Assistance |
Insurance & pure protection |
3.1 |
3.5 |
2.7 |
Credit cards |
Banking and credit cards |
3.5 |
3.6 |
3.8 |
Crowdfunding / Peer to Peer |
Investments |
2.6 |
0.8 |
0.6 |
Current accounts |
Banking and credit cards |
4.3 |
4.3 |
4.2 |
Discretionary management services |
Investments |
0.9 |
1 |
2.2 |
Drawdown and UFPLS |
Decumulation & pensions |
4.8 |
5.7 |
6.1 |
Endowments |
Investments |
2.2 |
1.4 |
1.3 |
Equity release |
Home finance |
6.1 |
5.9 |
6.7 |
ETPs |
Investments |
3.1 |
0 |
1.1 |
FX/CFD/Spreadbetting |
Investments |
0.5 |
0.1 |
0 |
General insurance packaged multi products |
Insurance & pure protection |
2.9 |
1.5 |
1.5 |
Impaired credit |
Home finance |
3.9 |
4.3 |
7.9 |
Income protection and other accident, sickness and unemployment |
Insurance & pure protection |
0.3 |
0.3 |
0.3 |
Investment bonds |
Investments |
3 |
4.3 |
4.7 |
Investment packaged multi products |
Investments |
40.3 |
2.9 |
2.3 |
Investment trusts |
Investments |
5.2 |
5.1 |
12.7 |
ISAs (where investment held) |
Investments |
1.4 |
1.8 |
1.7 |
Medical/health |
Insurance & pure protection |
10.5 |
8.8 |
8.3 |
Motor & transport |
Insurance & pure protection |
3.2 |
3.7 |
3.9 |
Non-discretionary management services |
Investments |
0.1 |
0.1 |
0.1 |
Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs) |
Decumulation & pensions |
2.6 |
3.3 |
2.6 |
Other banking - Please provide details below |
Banking and credit cards |
2.3 |
2.4 |
3.6 |
Other general insurance |
Insurance & pure protection |
2 |
2.2 |
1.4 |
Other investment products/funds |
Investments |
0.5 |
0.6 |
0.5 |
Other pensions |
Decumulation & pensions |
0.4 |
0.6 |
0.6 |
Other pure protection |
Insurance & pure protection |
8.5 |
0.3 |
0.4 |
Other regulated home finance products |
Home finance |
7 |
7 |
7 |
Other unregulated home finance products |
Home finance |
6 |
6 |
7.8 |
Overdrafts |
Banking and credit cards |
0.3 |
0.2 |
0.3 |
Packaged accounts |
Banking and credit cards |
3.5 |
1.7 |
1.8 |
Payment protection insurance |
Insurance & pure protection |
0.2 |
0.2 |
0.1 |
Pensions packaged multi products |
Decumulation & pensions |
1,166.70 |
||
Pet |
Insurance & pure protection |
4.6 |
5.5 |
4.7 |
Platforms |
Investments |
0.6 |
2 |
1.3 |
Property |
Insurance & pure protection |
2 |
2.2 |
2.1 |
Protection packaged multi products |
Insurance & pure protection |
0.5 |
0.5 |
1 |
Savings (including ISAs) |
Banking and credit cards |
0.5 |
0.7 |
0.7 |
Second and subsequent charge |
Home finance |
15 |
12.8 |
28.1 |
Structured products |
Investments |
14.5 |
4.6 |
0.6 |
Third way products (e.g. investment linked, variable, fixed term) |
Decumulation & pensions |
2.2 |
2.1 |
2.5 |
Travel |
Insurance & pure protection |
0.6 |
1 |
0.9 |
Trust based pensions (e.g. Occupational and DB) |
Decumulation & pensions |
0.8 |
0.7 |
0.6 |
UCITS |
Investments |
0.6 |
0.7 |
0.6 |
Unit trusts/OEICs |
Investments |
0.8 |
0.9 |
0.9 |
Warranty |
Insurance & pure protection |
2.8 |
2.5 |
2.4 |
Whole of life/term assurance/critical illness |
Insurance & pure protection |
0.8 |
0.9 |
0.7 |
Workplace personal pensions (e.g. SIPPs, SHPs, PPPs) |
Decumulation & pensions |
0.8 |
1 |
1 |
Further information about the complaints data
Copyright
The data on this page is available under the terms of the Open Government Licence.