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ombudsman news

issue 103

June/July 2012

ombudsman focus: first quarter statistics

a snapshot of our complaint figures for the first quarter of the 2012/2013 financial year

We published our latest annual review back in May - covering the financial year 2011/2012. The most visited sections of the online version of the annual review include the charts showing the number of new cases by financial product and the proportion of cases upheld in favour of the consumer in relation to each product.

Given the interest shown in these numbers, we also publish updates on a quarterly basis. This makes it easier for people who are interested in these figures to see trends emerging throughout the year - rather than only seeing the numbers annually, after the financial year has ended.

So in this issue of ombudsman news we focus on data for the first quarter of the new financial year 2012/2013 - showing how many new complaints we received, and what proportion we resolved in favour of consumers, during April, May and June of this year.

the financial products that consumers complained about most to the ombudsman service in April, May and June 2012 %
payment protection insurance (PPI) 56
credit card accounts 6
current accounts 6
mortgages 4
car and motorcycle insurance 3
overdrafts and loans 3
buildings insurance 2
deposit and savings accounts 1
mortgage endowments 2
travel insurance 1
complaints about other products 16

what consumers complained about to the ombudsman service in April, May and June 2012