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.
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 1.87m complaints, a 0.9% increase from 2025 H1 (1.85m) (Figure 1). Since 2021 H1, complaints have stayed relatively constant between 1.7m and 2.0m.
- The product groups that experienced an increase in their complaint numbers were:
- Insurance & pure protection increased 10.1% from 717,523 (2025 H1) to 790,329 (2025 H2).
- The product groups that experienced a decrease in their complaint numbers were:
- 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 87,842 (2025 H2).
- Home finance decreased 3.8% from 78,616 (2025 H1) to 75,658 (2025 H2).
- Investments decreased 6.9% from 58,305 (2025 H1) to 54,263 (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%).
- Motor and transport (Insurance & pure protection) increased from 255,194 in 2025 H1 to 340,627 in 2025 H2 (33.5%).
- Credit cards (Banking and credit cards) increased from 211,903 in 2025 H1 to 218,456 in 2025 H2 (3.1%).
- 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 55.50% in 2025 H2.
- In 2025 H2 the total amount of redress was £236.2m. This is a 16.7% decrease on the 2025 H1 figure of £283.7m.
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 | 1,783,401 | 1,823,596 | 1,725,109 |
| Complaints closed within 3 days | 43.36% | 44.67% | 45.34% | 44.69% |
| Complaints closed > 3 days but within 8 weeks | 49.70% | 50.04% | 48.77% | 49.71% |
| Complaints closed > 8 weeks | 6.94% | 5.29% | 5.89% | 5.60% |
Source: FCA complaints data
Table 2 – Complaints upheld, and redress paid
| 2024 H1 | 2024 H2 | 2025 H1 | 2025 H2 | |
|---|---|---|---|---|
| Closed Value | 1,868,099 | 1,783,401 | 1,823,596 | 1,725,109 |
| of which: | ||||
| Upheld Value | 1,059,574 | 1,009,921 | 1,055,585 | 957,463 |
| % Upheld | 56.72% | 56.63% | 57.88% | 55.50% |
| Redress Value | £243,179,589 | £235,865,837 | £283,650,890 | £236,196,555 |
| Redress paid for upheld complaints | £213,317,072 | £208,890,808 | £251,646,270 | £206,117,088 |
| Redress paid for complaints not upheld | £29,862,517 | £26,975,029 | £32,004,620 | £30,079,467 |
| 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 |
|---|---|---|---|---|---|
| Annuities (including enhanced and impaired) | Decumulation & pensions | 9,009 | 7,500 | 7,968 | 7,684 |
| Assistance | Insurance & pure protection | 18,125 | 20,370 | 18,236 | 18,313 |
| Credit cards | Banking and credit cards | 222,529 | 217,160 | 211,903 | 218,456 |
| Crowdfunding / Peer to Peer | Investments | 292 | 306 | 319 | 268 |
| Current accounts | Banking and credit cards | 492,289 | 491,172 | 541,493 | 492,149 |
| Decumulation packaged multi products | Decumulation & pensions | 0 | 501 | 434 | 520 |
| Discretionary management services | Investments | 1,404 | 1,269 | 1,187 | 950 |
| Drawdown and UFPLS | Decumulation & pensions | 9,037 | 8,232 | 6,751 | 7,504 |
| ETPs | Investments | 303 | 389 | 464 | 605 |
| Endowments | Investments | 3,046 | 2,562 | 2,318 | 1,789 |
| Equity release | Home finance | 2,201 | 2,328 | 2,111 | 1,969 |
| FX/CFD/Spreadbetting | Investments | 1,153 | 1,052 | 1,184 | 1,331 |
| General insurance packaged multi products | Insurance & pure protection | 14,866 | 12,203 | 12,742 | 10,707 |
| ISAs (where investment held) | Investments | 22,737 | 18,483 | 22,022 | 18,487 |
| Impaired credit | Home finance | 633 | 561 | 564 | 409 |
| Income protection and other accident, sickness and unemployment | Insurance & pure protection | 4,108 | 4,528 | 4,670 | 5,136 |
| Investment bonds | Investments | 10,965 | 10,056 | 9,513 | 8,918 |
| Investment packaged multi products | Investments | 73 | 115 | 98 | 71 |
| Investment trusts | Investments | 508 | 415 | 444 | 353 |
| Medical/health | Insurance & pure protection | 95,886 | 77,075 | 76,182 | 70,645 |
| Motor & transport | Insurance & pure protection | 276,795 | 254,788 | 255,194 | 340,627 |
| Non-discretionary management services | Investments | 903 | 854 | 938 | 937 |
| Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 50,831 | 49,383 | 52,395 | 49,094 |
| Other banking - Please provide details below | Banking and credit cards | 22,151 | 21,404 | 24,463 | 23,166 |
| Other decumulation | Decumulation & pensions | 29 | 33 | 61 | 49 |
| Other general insurance | Insurance & pure protection | 118,599 | 123,916 | 113,781 | 111,903 |
| Other investment products/funds | Investments | 7,528 | 6,620 | 7,910 | 7,862 |
| Other pensions | Decumulation & pensions | 286 | 537 | 481 | 196 |
| Other pure protection | Insurance & pure protection | 466 | 440 | 544 | 798 |
| Other regulated home finance products | Home finance | 70,619 | 63,670 | 60,395 | 58,073 |
| Other unregulated home finance products | Home finance | 16,759 | 14,738 | 12,128 | 12,110 |
| Overdrafts | Banking and credit cards | 15,586 | 13,290 | 16,188 | 26,456 |
| Packaged accounts | Banking and credit cards | 15,080 | 15,959 | 15,944 | 15,065 |
| Payment protection insurance | Insurance & pure protection | 882 | 558 | 603 | 551 |
| Pensions packaged multi products | Decumulation & pensions | 22 | 41 | 41 | 30 |
| Pet | Insurance & pure protection | 28,019 | 27,748 | 23,763 | 22,902 |
| Platforms | Investments | 9,103 | 6,405 | 7,980 | 8,804 |
| Property | Insurance & pure protection | 100,431 | 91,891 | 93,165 | 88,851 |
| Protection packaged multi products | Insurance & pure protection | 554 | 788 | 797 | 1,171 |
| Savings (including ISAs) | Banking and credit cards | 83,392 | 80,592 | 89,919 | 82,465 |
| Second and subsequent charge | Home finance | 3,022 | 2,639 | 3,418 | 3,097 |
| Structured products | Investments | 131 | 152 | 94 | 235 |
| Third way products (e.g. investment linked, variable, fixed term) | Decumulation & pensions | 75 | 67 | 67 | 48 |
| Travel | Insurance & pure protection | 27,551 | 29,280 | 27,813 | 33,199 |
| Trust based pensions (e.g. Occupational and DB) | Decumulation & pensions | 7,414 | 6,466 | 8,977 | 5,201 |
| UCITS | Investments | 187 | 209 | 246 | 252 |
| Unit trusts/OEICs | Investments | 4,496 | 4,086 | 3,588 | 3,401 |
| Warranty | Insurance & pure protection | 53,576 | 51,530 | 65,083 | 61,571 |
| Whole of life/term assurance/critical illness | Insurance & pure protection | 24,674 | 23,622 | 24,950 | 23,955 |
| Workplace personal pensions (e.g. SIPPs, SHPs, PPPs) | Decumulation & pensions | 16,341 | 16,413 | 16,860 | 17,516 |
Complaints, contextualised by number of products.
| Product | Product 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 |
| ETPs | Investments | 0.8 | 0.9 | 0 | |
| Endowments | Investments | 1.4 | 1.3 | 1.3 | 1.1 |
| Equity release | Home finance | 8.6 | 9.1 | 7 | 6.5 |
| FX/CFD/Spreadbetting | Investments | 0.1 | 0.2 | 0.2 | 0 |
| General insurance packaged multi products | Insurance & pure protection | 1 | 1.2 | 1.3 | 1.2 |
| ISAs (where investment held) | Investments | 1.8 | 1.5 | 1.5 | 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 |
| Medical/health | Insurance & pure protection | 9.9 | 7.3 | 7 | 6.5 |
| Motor & transport | Insurance & pure protection | 3.8 | 3.6 | 3.7 | 4.7 |
| 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