This page provides complaints data at firm level by different product categories. The data can be accessed through our firm specific sortable tables or downloaded in Excel using the links below.
This data relates to the first half of 2018 (H1) and includes data from firms that report 500 or more complaints within this six month reporting period, or 1,000 or more for an annual reporting period.
There are eight sets of sortable tables for the firm specific complaints data, reported across the five product categories. You can sort by:
- the number of complaints in context of the number of accounts, or policies provided or sold (Context A and B respectively)
- the number of complaints opened (or received) by the firms
- the number of complaints closed by the firms
- the percentage closed within three days
- the percentage of complaints closed after three days but within eight weeks
- the percentage of complaints upheld (where the firms agreed with the complainant)
The complaints data in the firm specific sortable tables can be sorted in descending or ascending order by clicking on the downward arrows for the relevant product categories.
You can also find links to the complaints data summaries published by firms on their own websites in the downloadable tables.
About the data
We publish complaints data every 6 months and this publication includes data for the first half (H1) of 2018 (1 January to 30 June 2018). We collect and publish data at both an aggregate (market level) and firm specific, although we only publish firm specific data for firms reporting 500 or more complaints in a six month reporting period, or 1,000 or more complaints in an annual reporting period.
Firms going over these thresholds are also required to publish complaints data on their website. This accounts for around 98% of complaints that firms report to us. Column 4 of the firm specific sortable tables shows the reporting period that each firm is using. You can find previous half-yearly data on the previous complaints data page.
Changes to the data from 2016 H2 (1 July to 31 December 2016)
Prior to 29 June 2016, we did not require firms to submit complaints data for complaints that were resolved by the end of the following business day after they were received. From 30 June 2016 the rule changed so that all complaints become reportable and the new data now feed into the complaints data publication. The amendments to DISP 1.5 were discussed in PS15/19.
This new, fuller data set will not be comparable to the historic data, but we believe will be more informative for consumers and industry (including figures to put the number of complaints into context in relation to the size of each business), and provides us with better intelligence.
Adding context to complaints
As part of our new rules on improving complaints handling, from February 2017 we required firms to submit information on the size of their business to us and publish it (rather than doing so on a recommended basis). We now publish this information in our tables above.
Firms are required to submit and publish either a ‘provision’ measure (the number complaints per 1,000 accounts or insurance policies a firm maintains for customers at the end of the reporting period) or an intermediation measure (the number of complaints per 1,000 sales, or transactions with customers within the half-year reporting period). This will depend on the type of business a firm undertakes or the type of complaints they receive, although firms are able to submit and publish both measures..
More information on how the rule changes have affected the data can be found on our aggregate complaints data page.
What else to note about the new context data
Some firms provide additional information about the complaints they receive in the complaints summaries published on their own websites.
For some firms the context data for the insurance and protection product group are particularly high. This is because these firms are not able to calculate the total number of past PPI policies sold. Consequently, some of the context figures in the firm specific tables are based on the number of policies sold in a shorter period, or policies currently in force, rather than the total. This leads to higher overall contextualisation figures.
Can’t find a firm?
Most firms report their own complaints data to us but some firms in the same group report their complaints data jointly. Column 3 shows whether a firm has included any other firms in its complaints figures. Where a firm has included other firms in its figures, these are listed in tab 2.1 of the spreadsheet.
More information about what products fit into each product group is available in tab 3 in the downloadable spreadsheet. Firms that reported fewer than 500 complaints in the period are not included. Their data are included in the aggregate statistics but they are not broken down by firm.
Using the data
You can also use the alongside the complaints data published by the Financial Ombudsman Service as an indicator of the quality of a firm’s complaints handling.
Good complaints-handling practices may be indicated by:
- A low volume of complaints compared to the scale of business undertaken. In addition to the new information we are publishing, some firms publish additional information on their websites to help you understand the number of complaints they receive in relation to the size of their business (eg the number of complaints per account or the number of complaints per policy). A link to this information is provided in tab 1.3 in the downloadable spreadsheet.
- A high proportion of complaints closed within eight weeks. Firms have eight weeks in which to write to the customer setting out their ‘final response’ to a complaint, at which point they can regard the complaint as closed.
- A low percentage of complaints upheld by the ombudsman service. The percentage of complaints that are upheld refers to complaints where it has agreed (either wholly or partly) with the consumer, accepted their complaint and told the firm to put matters right (such as by paying redress). For information on the percentage of complaints it upheld, see its complaints data.
However, the two sets of complaints data cannot be directly compared - our data include all complaints that firms report, but the ombudsman service data include only those complaints which the firm has been unable to resolve to the customer’s satisfaction and which have been referred to the ombudsman service.
There can be significant time delays between a firm considering a complaint and this complaint then being referred to the ombudsman service. So a complaint included in our data for the second half of 2017 could appear as a newly opened complaint in the ombudsman service’s data for the first half of 2018 or later.
The data was published on Monday 29 October 2018. It accurately reflects the data firms have reported to us in their complaints return and also what firms have published on their websites. The data cover complaints returns received up to 1 October 2018.
UK branches of European Economic Area firms are not required to publish complaints data. We only include their data if they have told us that they have published this voluntarily.