The tables of data you can download from this page cover the second half of 2009 (1 July to 31 December 2009).
You can also download from our website:
These tables show the number of new cases received by the ombudsman service in the second half of 2009 – from consumers dissatisfied with the financial business's response to their complaint. Data about these new cases can be downloaded, sorted by:
These tables show the percentage of resolved cases where the ombudsman service made a change in favour of the consumer in the second half of 2009. Data about the complaints we upheld can be downloaded, sorted by:
The data in these tables cover businesses only where we received at least 30 new cases and resolved at least 30 cases in the relevant six-monthly period.
There is a time lag between our receiving a new case and our resolving it. So resolved cases during a period are not all the same as the new cases received in that period. The time lag varies from case to case. This means the figures for the outcome of cases in a single period may not, on their own, be significant – but the trend over several periods could be.
Cases that have taken longer to resolve may not necessarily reflect the most recent performance of a financial business's in-house complaints handling. And some cases may relate to things done by a predecessor business that has been taken over by the business against which the complaint is now recorded.