This page gives an overview of the complaints financial services firms reported to the FCA during 2025 H2 (1 July to 31 December 2025), including the latest trends and analysis by product group.
15 May 2026 update
Following our investigation into a reporting anomaly in one firm’s complaints return, we have updated the H1 2025 and H2 2025 data.
Complaints about motor insurance, and insurance and pure protection are lower as a result, and other figures have been revised to reflect minor updates from firms.
By analysing this data, we evaluate firms' treatment of their customers and track changes in their performance over time. We also use this information in our supervision of firms and markets, and to identify any potential concerns about specific financial products.
The key findings below do not include information submitted via the CCR-Complaints return for consumer credit-related activities. Firm-specific data relating to Consumer credit complaints can be found on the Firm-level sortable tables under the 'Consumer credit' tab.
- Key findings
- Aggregate complaints data sortable tables: 2025 H2
- Opened complaints
- Closed complaints
- Complaints upheld
- Redress paid
- About the complaints data
Download the aggregate complaints data (XLSX)
Key Findings
- In 2025 H2, financial services firms received 1.74m complaints, a 0.4% decrease from 2025 H1 (1.83m) (Figure 1). Since 2021 H1, complaints have stayed relatively constant between 1.7m and 2.0m.
- All product groups experienced a decrease in their complaint numbers:
- Banking and credit cards decreased 4.7% from 899,910 (2025 H1) to 857,757 (2025 H2)
- Decumulation & pensions decreased 6.6% from 94,035 (2025 H1) to 87,844 (2025 H2)
- Home finance decreased 3.8% from 78,616 (2025 H1) to 75,658 (2025 H2)
- Insurance & pure protection decreased 4.6% from 697,635 (2025 H1) to 665,370 (2025 H2)
- Investments decreased 6.9% from 58,305 (2025 H1) to 54,280 (2025 H2)
- There were changes in the 3 most-often complained about products:
- Current accounts (Banking and credit cards) decreased from 541,493 in 2025 H1 to 492,149 in 2025 H2 (9.1%)
- Credit cards (Banking and credit cards) increased from 211,903 in 2025 H1 to 218,456 in 2025 H2 (3.1%)
- Motor and transport (Insurance & pure protection) decreased from 234,015 in 2025 H1 to 215,708 in 2025 H2 (7.8%)
- Most other products saw small increases or decreases by similar percentage amounts. The 2 products with the largest percentage changes were:
- Structured products (Investments) from 94 in 2025 H1 to 235 in 2025 H2 (150.0% increase)
- Overdrafts (Banking and credit cards) from 16,188 in 2025 H1 to 26,456 in 2025 H2 (63.4% increase)
- The percentage of complaints that were upheld by firms decreased from 57.88% in 2025 H1 to 55.54% in 2025 H2.
- In 2025 H2 the total amount of redress was £236m. This is a 16.9% decrease on the 2025 H1 figure of £284m.
Figures for previous years may have changed when compared to previously published figures, due to firms re-submitting their data.
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Table 1 – Complaints closed in the period
| All complaints | ||||
|---|---|---|---|---|
| 2024 H1 | 2024 H2 | 2025 H1 | 2025 H2 | |
| Grand Total | 1,868,099 | 1,783,402 | 1,823,806 | 1,720,632 |
| Complaints closed within 3 days | 43.36% | 44.67% | 45.35% | 44.77% |
| Complaints closed > 3 days but within 8 weeks | 49.70% | 50.04% | 48.77% | 49.67% |
| Complaints closed > 8 weeks | 6.94% | 5.29% | 5.88% | 5.56% |
Source: FCA complaints data
Table 2 – Complaints upheld, and redress paid
| 2024 H1 | 2024 H2 | 2025 H1 | 2025 H2 | |
|---|---|---|---|---|
| Closed Value | 1,868,099 | 1,783,402 | 1,823,806 | 1,720,632 |
| of which: | ||||
| Upheld Value | 1,059,574 | 1,009,922 | 1,055,689 | 955,698 |
| % Upheld | 56.72% | 56.63% | 57.88% | 55.54% |
| Redress Value | £243,179,589 | £235,865,837 | £283,651,863 | £235,790,584 |
| Redress paid for upheld complaints | £213,317,072 | £208,890,808 | £251,651,462 | £205,716,292 |
| Redress paid for complaints not upheld | £29,862,517 | £26,975,029 | £32,000,401 | £30,074,292 |
| Average redress upheld | £201 | £207 | £238 | £215 |
Source: FCA complaints data
Aggregate complaints data sortable tables: 2025 H2
| Product | Product Group | 2024 H1 | 2024 H2 | 2025 H1 | 2025 H2 |
|---|---|---|---|---|---|
| Current accounts | Banking and credit cards | 492,289 | 491,172 | 541,493 | 492,149 |
| Credit cards | Banking and credit cards | 222,529 | 217,160 | 211,903 | 218,456 |
| Motor & transport | Insurance & pure protection | 276,795 | 254,788 | 234,015 | 215,708 |
| Other general insurance | Insurance & pure protection | 118,599 | 123,916 | 113,789 | 111,903 |
| Property | Insurance & pure protection | 100,431 | 91,892 | 94,186 | 88,851 |
| Savings (including ISAs) | Banking and credit cards | 83,392 | 80,592 | 89,919 | 82,465 |
| Medical/health | Insurance & pure protection | 95,886 | 77,075 | 76,182 | 70,619 |
| Warranty | Insurance & pure protection | 53,576 | 51,530 | 65,083 | 61,571 |
| Other regulated home finance products | Home finance | 70,619 | 63,670 | 60,395 | 58,073 |
| Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 50,831 | 49,383 | 52,395 | 49,094 |
| Travel | Insurance & pure protection | 27,551 | 29,280 | 27,813 | 33,199 |
| Overdrafts | Banking and credit cards | 15,586 | 13,290 | 16,188 | 26,456 |
| Whole of life/term assurance/critical illness | Insurance & pure protection | 24,674 | 23,622 | 24,950 | 23,955 |
| Other banking - Please provide details below | Banking and credit cards | 22,151 | 21,404 | 24,463 | 23,166 |
| Pet | Insurance & pure protection | 28,019 | 27,748 | 23,764 | 22,902 |
| ISAs (where investment held) | Investments | 22,737 | 18,483 | 22,022 | 18,462 |
| Assistance | Insurance & pure protection | 18,125 | 20,370 | 18,236 | 18,313 |
| Workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 16,341 | 16,413 | 16,860 | 17,516 |
| Packaged accounts | Banking and credit cards | 15,080 | 15,959 | 15,944 | 15,065 |
| Other unregulated home finance products | Home finance | 16,759 | 14,738 | 12,128 | 12,110 |
| General insurance packaged multi products | Insurance & pure protection | 14,866 | 12,203 | 13,003 | 10,707 |
| Investment bonds | Investments | 10,965 | 10,056 | 9,513 | 8,918 |
| Platforms | Investments | 9,103 | 6,405 | 7,980 | 8,845 |
| Other investment products/funds | Investments | 7,528 | 6,620 | 7,910 | 7,862 |
| Annuities (including enhanced and impaired) | Decumulation & pensions | 9,009 | 7,500 | 7,968 | 7,684 |
| Drawdown and UFPLS | Decumulation & pensions | 9,037 | 8,232 | 6,751 | 7,506 |
| Trust based pensions (e.g. Occupational and DB) | Decumulation & pensions | 7,414 | 6,466 | 8,977 | 5,201 |
| Income protection and other accident, sickness and unemployment | Insurance & pure protection | 4,108 | 4,528 | 4,670 | 5,122 |
| Unit trusts/OEICs | Investments | 4,496 | 4,086 | 3,588 | 3,401 |
| Second and subsequent charge | Home finance | 3,022 | 2,639 | 3,418 | 3,097 |
| Equity release | Home finance | 2,201 | 2,328 | 2,111 | 1,969 |
| Endowments | Investments | 3,046 | 2,562 | 2,318 | 1,789 |
| FX/CFD/Spreadbetting | Investments | 1,153 | 1,052 | 1,184 | 1,331 |
| Protection packaged multi products | Insurance & pure protection | 554 | 788 | 797 | 1,171 |
| Discretionary management services | Investments | 1,404 | 1,269 | 1,187 | 951 |
| Non-discretionary management services | Investments | 903 | 854 | 938 | 937 |
| Other pure protection | Insurance & pure protection | 466 | 440 | 544 | 798 |
| ETPs | Investments | 303 | 389 | 464 | 605 |
| Payment protection insurance | Insurance & pure protection | 882 | 558 | 603 | 551 |
| Decumulation packaged multi products | Decumulation & pensions | 0 | 501 | 434 | 520 |
| Impaired credit | Home finance | 633 | 561 | 564 | 409 |
| Investment trusts | Investments | 508 | 415 | 444 | 353 |
| Crowdfunding / Peer to Peer | Investments | 292 | 306 | 319 | 268 |
| UCITS | Investments | 187 | 209 | 246 | 252 |
| Structured products | Investments | 131 | 152 | 94 | 235 |
| Other pensions | Decumulation & pensions | 286 | 537 | 481 | 196 |
| Investment packaged multi products | Investments | 73 | 115 | 98 | 71 |
| Other decumulation | Decumulation & pensions | 29 | 33 | 61 | 49 |
| Third way products (e.g. investment linked, variable, fixed term) | Decumulation & pensions | 75 | 67 | 67 | 48 |
| Pensions packaged multi products | Decumulation & pensions | 22 | 41 | 41 | 30 |
Complaints, contextualised by number of products.
| Product | Product Group (group) | 2024 H1 | 2024 H2 | 2025 H1 | 2025 H2 |
|---|---|---|---|---|---|
| Annuities (including enhanced and impaired) | Decumulation & pensions | 1.2 | 1 | 1.1 | 1 |
| Assistance | Insurance & pure protection | 1.9 | 2.6 | 2 | 1.1 |
| Credit cards | Banking and credit cards | 3.8 | 3.7 | 3.6 | 3.6 |
| Crowdfunding / Peer to Peer | Investments | 1.8 | 0.7 | ||
| Current accounts | Banking and credit cards | 3.9 | 3.8 | 4.1 | 3.7 |
| Decumulation packaged multi products | Decumulation & pensions | 1.3 | |||
| Discretionary management services | Investments | 0.6 | 0.5 | 0.5 | 0 |
| Drawdown and UFPLS | Decumulation & pensions | 7.3 | 6.3 | 5.6 | 5.3 |
| Endowments | Investments | 1.4 | 1.3 | 1.3 | 1.1 |
| Equity release | Home finance | 8.6 | 9.1 | 7 | 6.5 |
| ETPs | Investments | 0.8 | 0.9 | 0 | |
| FX/CFD/Spreadbetting | Investments | 0.1 | 0.2 | 0.2 | 0 |
| General insurance packaged multi products | Insurance & pure protection | 1 | 1.2 | 1.2 | 1.2 |
| Impaired credit | Home finance | 6.6 | 8 | 6.4 | 6.3 |
| Income protection and other accident, sickness and unemployment | Insurance & pure protection | 1.2 | 1.6 | 1.3 | 1.5 |
| Investment bonds | Investments | 5 | 4.2 | 4 | 4.3 |
| Investment packaged multi products | Investments | 2.2 | 2.5 | 0.2 | 2.1 |
| Investment trusts | Investments | 0.5 | 52.6 | 0 | 9.4 |
| ISAs (where investment held) | Investments | 1.8 | 1.5 | 1.5 | 1.2 |
| Medical/health | Insurance & pure protection | 9.9 | 7.3 | 7 | 6.5 |
| Motor & transport | Insurance & pure protection | 3.8 | 3.6 | 3.4 | 3 |
| Non-discretionary management services | Investments | 0.1 | 0.1 | 0.1 | 0.2 |
| Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 3.7 | 3.5 | 3.6 | 3.5 |
| Other banking - Please provide details below | Banking and credit cards | 3.7 | 3.5 | 4.8 | 3.2 |
| Other decumulation | Decumulation & pensions | 129.5 | |||
| Other general insurance | Insurance & pure protection | 1.7 | 1.6 | 1.4 | 1.3 |
| Other investment products/funds | Investments | 0.2 | 0.2 | 0.2 | 0.2 |
| Other pensions | Decumulation & pensions | 0.5 | 0.8 | 0.8 | 0.3 |
| Other pure protection | Insurance & pure protection | 0.1 | 0.4 | 0.1 | 0.4 |
| Other regulated home finance products | Home finance | 7.1 | 6.4 | 6 | 5.9 |
| Other unregulated home finance products | Home finance | 7 | 6.3 | 4.8 | 5.6 |
| Overdrafts | Banking and credit cards | 0.3 | 0.3 | 0.3 | 0.5 |
| Packaged accounts | Banking and credit cards | 2 | 2.1 | 2 | 1.8 |
| Payment protection insurance | Insurance & pure protection | 0.1 | 0 | 0.1 | 0 |
| Pet | Insurance & pure protection | 5.1 | 5.3 | 4.5 | 4 |
| Platforms | Investments | 0.2 | 0.2 | 0.2 | 0.2 |
| Property | Insurance & pure protection | 2.3 | 2.2 | 1.9 | 1.9 |
| Protection packaged multi products | Insurance & pure protection | 1.1 | 1.7 | 1.6 | 2.2 |
| Savings (including ISAs) | Banking and credit cards | 0.6 | 0.6 | 0.6 | 0.5 |
| Second and subsequent charge | Home finance | 27 | 26.5 | 39 | 22.2 |
| Structured products | Investments | 4.3 | 4.7 | 5.3 | 23.4 |
| Third way products (e.g. investment linked, variable, fixed term) | Decumulation & pensions | 1.6 | 1.9 | 0.1 | 0.8 |
| Travel | Insurance & pure protection | 0.8 | 1 | 0.9 | 1 |
| Trust based pensions (e.g. Occupational and DB) | Decumulation & pensions | 0.7 | 0.6 | 0.9 | 0.5 |
| UCITS | Investments | 8.8 | 1 | 1.1 | 0.8 |
| Unit trusts/OEICs | Investments | 1.5 | 1.7 | 1.6 | 1.4 |
| Warranty | Insurance & pure protection | 2.8 | 2.5 | 3 | 2.7 |
| Whole of life/term assurance/critical illness | Insurance & pure protection | 0.8 | 0.9 | 0.8 | 0.8 |
| Workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 0.9 | 0.9 | 1.1 | 1.1 |
Find out more about the complaints data.
Disclaimer
The figures reported within this data are accurate at the time of publication and based on firm submissions. Any outcomes of this data using your calculations will remain your responsibility.
Copyright
The data on this page is available under the terms of the Open Government Licence.
: Editorial amendment typo corrected