Firm-level complaints data

This data relates to the second half of 2015 (H2) and includes data from firms that report 500 or more complaints within this 6-month reporting period.

You can search the tables by clicking on the downward arrows or using the search field.

There are four sortable tabs and a tab including trading names to help make searching easier. You can sort by:

  • the number of complaints opened (or received) by the firms
  • the number of complaints closed by the firms
  • the percentage of complaints closed within eight weeks
  • the percentage of complaints upheld (where the firms agreed with the complainant)

Each table can also be split into different product groups and in the downloadable table you can find links to the complaints data summaries published by firms on their own websites (in tab 1.1). Many firms have published additional information alongside the complaints data on their website to put their figures into context in relation to the size of their business.

This data was published on Wednesday 30 March 2016. 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 covers complaints returns received up to 15 March 2016.

Complaints data sortable table: 2015 H2

Downloadable table: Firm level complaints data 2015 H2 (XLSX)

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 in the spreadsheet. More information about what products fit into each product group is available in tab 5 in the downloadable spreadsheet.

About this data

We publish complaints data every six months and this publication includes data for the second half (H2) of 2015 (1 July and 31 December 2015). We collect and publish data at both an aggregate (market level) and firm level, although we only publish firm specific data for firms reporting 500 or more complaints. Firms with 500 or more complaints in a half-year period are also required to publish complaints data on their website. This accounts for around 97% of complaints that firms report to us. Column 4 of the sortable table shows the reporting period that each firm is using. You can find previous half-yearly data on the previous complaints data page.

Some firms provide additional information about the complaints they receive. You can access this by clicking on the name of the firm in tab 1.1 of the downloadable table.

Firms that reported fewer than 500 complaints in the period are not included. Their data is included in the aggregate statistics but it is not broken down by firm.

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.

Firms do not have to report complaints that are resolved by close of business on the business day following the day they receive the complaint (see our complaints handbook rule DISP 1.5). Therefore the data does not include such complaints.

As part of our new rules on improving complaints handling, from February 2017 we will require firms to submit information on the size of their business to us and publish it (rather than doing so on a recommended basis). We are also planning to publish this information ourselves to allow greater comparability between firms.

Using the data

You can also use this data 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. 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 (e.g. the number of complaints per account or the number of complaints per policy). A link to this information is provided in tab 1.1 in the downloadable spreadsheet
  • a high proportion of complaints closed within 8 weeks. Firms have 8 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 Financial 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, please see its complaints data.

The complaints data we publish can be used together with the data published by the Financial Ombudsman Service to give a better idea of how firms are handling complaints.

However, the two sets of complaints data cannot be directly compared - our data includes all complaints that firms report, but the Ombudsman Service data includes 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 2014 could appear as a newly opened complaint in the Ombudsman Service’s data for the first half of 2015 or later.