This data includes all the complaints that firms report to us.
We collect complaints data from firms to enable us to monitor:
- the number of complaints that firms receive
- how this changes over time
- what products or services people have complained about the most
We use the data to help assess how well firms are treating their customers and how their performance changes over time. We also use it to guide our work in supervising firms and markets, and to highlight to us potential concerns with particular products.
We publish complaints data every six months and this publication includes data for the first half (H1) of 2017 (for firm returns with a half-year period ending between 1 January to 30 June 2017). We collect and publish data at both an aggregate (market level) and firm level. We only publish firm-specific data for firms reporting:
- 500 or more complaints in a half-year period
- 1,000 or more for consumer credit firms’ complaints if these firms report to us annually
Firms exceeding these thresholds are also required to publish complaints data on their websites.
Aggregate complaints data 2017 H1
This publication analyses the aggregate complaints data and includes:
- executive summary
- summary of complaints return changes
- highlights for the first half of 2017
- complaints over time
- putting complaints into context
- most complained about products
- main reasons for complaints
- complaints by product groups – highlights
- outcomes for consumers
- annex: changes to the data to note for 2017 H1
Download the aggregate complaints data (XLSX) - includes full aggregated complaints data for the latest six-month period and the previous six-month period.