Aggregate complaints data: 2022 H2

This page provides an overview of financial services firms' complaints reported to the FCA during 2022 H2 (1 July to 31 December 2022), including the latest trends and analysis by product group.

By analysing this data, we evaluate the firms' treatment of their customers and track changes in their performance over time. We also use this information to guide our supervision of firms and markets, and to identify any potential concerns related to specific financial products.

Download the aggregate complaints data (XLSX)

Key Findings

  • In 2022 H2, financial services firms received 1.79m complaints, a decrease of 6% from 2022 H1 (1.91m) (figure 1).
     
  • The product groups that experienced a decrease in their complaint numbers were banking and credit cards (5%), insurance and pure protection (10%), and investments (10%).
     
  • The home finance product group saw the biggest increase (14%) in complaints received by firms, from 88,514 in 2022 H1 to 101,331 in 2022 H2.
     
  • Decumulation and pensions also saw a 4% increase in complaints from 70,200 in 2022 H1 to 73,069 in 2022 H2.
     
  • Since 2016 H2, current accounts have remained the most complained about products. However, the number of complaints decreased, from 528,850 in 2022 H1 to 500,371 in 2022 H2 (5%).
     
  • Noticeable increases can be seen in the following products: savings (including ISAs) from 51,415 in 2022 H1 to 69,256 in 2022 H2 (35%), travel from 22,261 in 2022 H1 to 31,987 in 2022 H2 (44%), and assistance from 26,428 in 2022 H1 to 29,091 in 2022 H2 (10%).
     
  • The percentage of complaints upheld decreased from 61% in 2022 H1 to 60% in 2022 H2. Before 2022 H2, the percentage of upheld complaints had been steadily rising since 2019 H2.
     
  • In 2022 the total amount of redress fell 25%, from £304m in 2022 H1 to £228m in 2022 H2. This is a smaller decrease compared to the 2021 figures in which the total amount of redress fell 48%, from £568m in 2021 H1 to £294m in 2022 H2.
     
  • The decrease in the total amount of redress for 2022 can be largely attributed to insurance and pure protection that decreased by 55% from £91m in 2022 H1 to £41m in 2022 H2.
     
  • Home finance products received 6.8 complaints per 1,000 balances outstanding in 2022 H2, an increase from 4 complaints per 1,000 balances outstanding in 2022 H1 (figure 2).

In 2022, we revised the product group context figure calculation methodology to reduce errors in firm reporting. Exercise caution when comparing data with previous publications.

 

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

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
  2022 H1 2022 H2 2022 H1 2022 H2 2022 H1 2022 H2

Total Complaints closed

1.89m

1.75m

0.01m

0.01m

1.88m

1.74m

of which            

closed within 3 days 

50.9%

46.4%

11.7%

15.2%

51.2%

46.5%

closed within 8 weeks 

43.9%

47.7%

15.4%

18.8%

44.1%

47.9%

closed after 8 weeks 

5.2%

5.9%

72.9%

66%

4.8%

5.6%

Source: FCA complaints data

Table 2 – Complaints upheld and redress paid

  All Complaints PPI All other complaints
  2022 H1 2022 H2 2022 H1 2022 H2 2022 H1 2022 H2

Total complaints closed

1.89m

1.75m

0.01m

0.01m

1.88m

1.74m

of which:

           

upheld

1.15m

1.05m

0.01m

0.00m

1.14m

1.04m

% upheld

60.9%

60%  

44.3%

38.9%

61.0%

60.1%

Total redress paid

£304.0m

£227.9m

£31.7m   

£20.2m  

£272.3m

£207.4m

Redress paid for upheld complaints

£268.1m  

£198.3m  

£25m      

£16.7m   

£243.1m  

£181.1m  

Redress paid for complaints not upheld

£35.8m

£29.6m

£6.6m

£3.5m

£29.2m

£26.3m

Average redress upheld

£233

£189

£4,809

£5,955

£212

£173

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

Disclaimer 

The figures reported within this data are accurate at the time of publication. However, they can be subject to change depending on firm submissions.

Copyright

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