Complaints data

Being transparent about the number of complaints that firms receive is helpful for the industry and consumers. Firms can compare their performance with their peers and consumers have an additional source of information about the firms we regulate.

Complaints data summary

Complaints data highlights from 2017 H2

We publish two different types of data: at firm level for individual firms and aggregate (or total) figures for the industry.

Firm-level complaints data

This includes data from individual firms that have reported 500 or more complaints in a six month period or 1,000 or more in an annual period. This accounts for around 98% of complaints that firms report to us. We publish the complaints data in both a sortable online table, where you can search the data by firm, and a downloadable table where you can search the data by product group.

Aggregate (total) complaints data

This includes all the complaints that firms report to us. The total number of complaints is split into:

  • products – banking or home finance (mortgages) for example
  • type of firm – bank or investment manager for example
  • the nature of the complaint – advice or customer service for example

How we define a complaint

The full definition of a complaint is in our Handbook glossary. Firms must report complaints from eligible complainants about activities carried out from an establishment maintained by the firm or their appointed representative in the UK. Complaints data may also include complaints from retail clients, professional clients and eligible counterparties.

Changes to the data from 2016 H2 (1 July to 31 December 2016)

Before 29 June 2016, we did not require firms to submit complaints data for complaints 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 these new data now feed into the complaints data publication.

The amendments to DISP 1.5 were discussed in Policy Statement 15/19. This new, fuller data set will not be comparable to the historic data, but we believe it 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 will provide us with better intelligence. 

Our aggregate complaints data page offers more information on how the rule changes have affected the data.

A complaint is resolved where the complainant has indicated acceptance of a response from the firm. Neither the response nor the acceptance needs to be in writing.

Our user survey

To help us understand your needs and to improve our complaints data publication, we would like you to give us some feedback. It should only take about five minutes of your time and it's an excellent opportunity for you to tell us what you think of this publication. Your participation in this survey is completely voluntary.

Complete our anonymous survey

Consumer credit complaints data

The aggregate data do not include complaints against firms that are only authorised to carry out consumer credit related activities. This is because not all firms have submitted the data to us yet following their authorisation process and, as a result, we do not yet have a full set of data. We will not be publishing aggregate statistics for all firms until they are authorised and are reporting their complaints data to us expected in 2018.

Making a complaint

Please see how to complain.

Future edition publication dates

2018 H1: 18 October 2018 (to be confirmed)

2018 H2: 18 April 2019 (to be confirmed)