complaints data
statistics about the complaints referred to the ombudsman service – showing the number we receive and the proportion we uphold
the financial products most complained about to the ombudsman
- Each year in our annual review we list the twenty financial products which give rise to most complaints to the ombudsman – showing what proportion each product makes up of our total complaints workload.
- We also publish the number of complaints we receive each year about all the different financial products we cover – right across the banking, insurance and investment sectors.
- And we publish quarterly updates on our complaints numbers in ombudsman news.
outcome of complaints to the ombudsman – showing financial products and sectors
- Each year in our annual review we publish statistics showing the proportion of complaints we uphold – in relation to the financial products most complained about and the sectors involved.
- And we publish quarterly updates on our complaints numbers in ombudsman news.
complaints data showing individual businesses
We publish complaints data every six months – showing the number and outcome of the cases we handle relating to the 150 or so named financial businesses that together account for around 90% of the ombudsman service's workload.
Our complaints data about these financial businesses is listed on our website under the official name by which each business is regulated. If the financial business was part of a larger financial group, we show that as well.
But businesses may also operate under different trading names (or brands). You can check here to see if the name you are looking for is a trading name (or brand) – which means any complaints data might be listed under a different business name.
When you know what name a financial business is listed under, you can check what complaints data is available for it.
For more information please look at our:
- FAQs on our complaints data;
- notes for financial businesses on the practicalities of data publication;
- policy statement (published March 2009) setting out our board's decision – following public consultation – to publish complaints data about named businesses.
FSA complaints data
The Financial Services Authority (FSA) publishes six-monthly data on the aggregate number of complaints relating to FSA-regulated firms. This is data which firms are required to report to the FSA every six months.
The FSA has also confirmed its plan for publishing information on individual firms' complaints handling – to help people see how firms are performing and improve complaints-handling standards across the financial services industry.