Reference Case Number: FOI2026/01951
Freedom of Information: Right to know request:
Please provide information on firm-specific complaints data. Full details of your request can be found in Annex A below.
FCA response:
Firstly, we would like to make you aware that we publish complaints data[1] every 6 months for firm return with a half-year period ending between 1 January and 30 June (H1) and between 1 July and 31 December (H2).
We only publish firm-specific data[2] for firms reporting:
- 500 or more complaints in a half-year period
- 1,000 or more complaints for consumer credit firms, if these firms report to us annually
In light of this, we can confirm that, in respect of points 1-4 of your request, we hold information submitted to us by Assurance General Insurance Limited. The publicly available data can be found via the second link above but is summarised in the table below.
| Period | Total number of complaints | Total number of complaints | Percentage of complaints upheld | Breakdown of complaints by product type |
|---|---|---|---|---|
| Opened | Opened | Closed | ||
| H1 01/01/2024 - 30/06/2024 | 6,202 | 6,733 | 45.66% | Insurance – pure protection |
| H2 01/07/2024 - 31/12/2024 | 6,996 | 7,621 | 40.94% | Insurance – pure protection |
| H1 01/01/2025 - 30/06/2025 | 5,778 | 6,584 | 38.68% | Insurance – pure protection |
| H2 01/07/2025 - 31/12/2025 | 6,731 | 6,825 | 46.07% | Insurance – pure protection |
We are unable to provide any further information to you as it is considered confidential for the purposes of section 348 of the Financial Services and Markets Act 2000 (FSMA).
Section 348 of FSMA prevents us from disclosing 'confidential information' we have received, except in certain limited circumstances (none of which would apply here). Therefore, for the reasons set out in Annex B below, we are exempt from the duty to disclose the information to you under s.44 of FOIA.
In respect of your question for ‘any FCA records of consumer contacts, complaints or expressions of dissatisfaction relating to the firms’, we can neither confirm nor deny whether we hold the information you are seeking. This is because such confirmation or denial would result in the disclosure of information which relates to the business affairs of the firms in question, and which (if held) would have been received by the FCA in the discharge of its functions under FSMA.
Therefore, for the reasons set out in Annex C below, under section 44 (Prohibitions on disclosure) of FOIA we cannot confirm or deny whether we hold any information relevant to your request.
As explained in our previous correspondence under reference FOI2026/00992, the FCA does not have the power to adjudicate individual complaints against the firms it regulates. This role sits with the Financial Ombudsman Service ('the Financial Ombudsman'). Complainants or enquirers expressing dissatisfaction about specific firms or individuals within the financial services sector would therefore generally be referred to the Financial Ombudsman. You may find it helpful to visit their website[3] for more information on this.
The Financial Ombudsman publishes complaints data[4] on a quarterly, half-yearly and annual basis, that can be used alongside our data as an indicator of how firms handle complaints.