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ombudsman news

issue 113

October 2013

ombudsman focus: second quarter statistics

a snapshot of our complaint figures for the second quarter of the 2013/2014 financial year

We publish updates in ombudsman news on a quarterly basis showing what kind of financial products people have complained about – and what proportion of complaints about those products we have upheld in favour of consumers.

In this issue of ombudsman news we focus on data from the second quarter of the financial year 2013/2014 – showing the new complaints we received during July, August and September of this year.

  • People brought a total of 143,177 new complaints to the ombudsman – a 39% increase on the same quarter last year when we received 103,197 new complaints.
  • 81% of new complaints we received were about PPI and current accounts were the second most complained about product – with 3,705 new complaints.
  • The proportion of complaints we upheld in favour of the consumer ranged from 2% (for complaints about SERPs) to 82% (for complaints about “packaged” current accounts).
the financial products that consumers complained about most to the ombudsman service in July, August and September 2013 %
payment protection insurance (PPI) 81%
complaints about other products 19%
the financial products that consumers complained about most to the ombudsman service in July, August and September 2013 %
current accounts 13.5%
house mortgages 11%
credit card accounts 9%
car and motorcycle insurance 7%
overdrafts and loans 6%
packaged current accounts 4%
buildings insurance 4%
mortgage endowments 3.5%
term assurance 3%
deposit and savings accounts 2%
travel insurance 2%
whole-of-life policies 2%
contents insurance 2%
hire purchase 1.5%
complaints about other products 29.5%

what consumers complained about to the ombudsman service in July, August and September 2013

image: ombudsman news

ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.

The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.