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ombudsman news

issue 118

July 2014

ombudsman focus: a snapshot of our complaint figures for the first quarter of the 2014/2015 financial year

Every six months, we publish complaints data about named individual businesses on our website. This shows the number of new complaints - and the proportion of complaints we upheld in favour of consumers - for the 200 or so businesses that have each had 30 or more new cases and 30 or more resolved cases in each six-month period.

We also publish updates on our complaints data each quarter in ombudsman news - and in this issue, we focus on the first quarter of the financial year 2014/2015. During April, May and June 2014:

  • Consumers referred 85,184 new complaints to us. Although this is fewer than we received in the same period last year (159,197), complaint numbers remain significant - and are 50% higher than in 2012.
  • Two-thirds (67%) of all new complaints were about payment protection insurance (PPI) - and we continue to receive up to 5,000 new PPI complaints each week.
  • The proportion of complaints we upheld in consumers’ favour ranged from 2% (for complaints about SERPs) to 80% (for complaints about card protection insurance).
  • Overall, we found in the consumer’s favour in around half of all cases during the 13 weeks from 1 April 2014.
the financial products involved in complaints to the ombudsman service in April, May and June 2014 %
payment protection insurance (PPI) 67%
complaints about other products 33%
the financial products involved in complaints to the ombudsman service in April, May and June 2014 %
current accounts 4%
house mortgages 3%
packaged bank accounts 3%
credit card accounts 2%
car and motorcycle insurance 2%
overdrafts and loans 1%
buildings insurance 1%
mortgage endowments 1%
travel insurance 1%
term insurance 1%
complaints about other products 14%

 what consumers complained about to the ombudsman service in April, May and June 2014

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.