Aggregate complaints data: 2022 H2

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.

• Key findings
• Aggregate complaints data sortable tables: 2022 H2
• Opened complaints
• Closed complaints
• Complaints upheld
• Redress paid
• About the complaints data

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.

While preparing the 2024 H2 publication, we identified a discrepancy in our calculations that led to an overstatement of the total number of accounts in the ‘Banking and Credit Cards’ and ‘Investments’ product groups. This figure is used to calculate the relevant contextualisation metric in Figure 2. The updates are included in the 2024 H2 and future publications. This publication has not been updated.

Complaints closed 

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

Table 1 – Complaints closed in the period

Source: FCA complaints data

Table 2 – Complaints upheld and redress paid

Source: FCA complaints data

Aggregate complaints data sortable tables: 2022 H1

Further information about the complaints data

Copyright

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