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ombudsman news

issue 115

January/February 2014

ombudsman focus: third quarter statistics

A snapshot of our complaint figures for the third quarter of the 2013/2014 financial year

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

In this issue of ombudsman news we focus on data for the third quarter of the financial year 2013/2014 – showing how many new complaints we received, and what proportion we resolved in favour of consumers, during October, November and December of this year. During these three months:

  • Consumers referred a total of 107,267 new complaints about financial businesses in the last three months of 2013 – of which 79,578 were complaints about payment protection insurance (PPI).
  • The ombudsman is currently receiving around 6,000 new PPI complaints each week. Current accounts and
    mortgages are the next most complained about financial products.
  • The proportion of complaints we upheld in favour of consumers ranged between 80% (for packaged bank account complaints) and 2% (for complaints about SERPs) – with the PPI uphold rate for the year to date being 65%
the financial products that consumers complained about most to the ombudsman service in October, November and December 2013 %
payment protection insurance (PPI) 74%
complaints about other products 26%
the financial products that consumers complained about most to the ombudsman service in October, November and December 2013 %
current accounts 13%
house mortgages 12%
credit card accounts 9%
car and motorcycle insurance 7%
overdrafts and loans 5%
packaged bank accounts 5%
buildings insurance 4%
mortgage endowments 3%
term insurance 3%
travel insurance 2%
complaints about other products 37%

 what consumers complained about to the ombudsman service in October, November and December 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.