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ombudsman news

issue 126

July 2015

ombudsman focus: first quarter statistics

a snapshot of our complaint figures for the first quarter of the 2015/2016 financial year

We regularly publish updates in ombudsman news about the financial products and services people have contacted us about.

In this issue we focus on data for the first quarter of the financial year 2015/2016 – showing how many enquiries and new complaints we received, the numbers of complaints passed to an ombudsman for a final decision and what proportion we resolved in favour of consumers.

During April, May and June 2015:

  • Consumers referred a total of 89,935 new complaints about financial businesses – of which 49,377 were about payment protection insurance (PPI).
  • This meant we continued to receive around 4,000 new PPI complaints each week. Bank accounts and mortgages were the next most complained about financial products.
  • Over the quarter, the overall proportion of complaints we upheld in favour of consumers was 51% – ranging between 74% (for PPI) and 2% (for complaints about SERPs).
  • The PPI uphold rate over the whole of the last financial year was 62%.
the financial products that consumers complained about most to the ombudsman service in April, May and June 2015 %
payment protection insurance (PPI) 55%
complaints about other products 45%
the financial products that consumers complained about most to the ombudsman service in April, May and June 2015 %
packaged bank accounts 13%
current accounts 4%
house mortgages 4%
credit card accounts 2%
car and motorcycle insurance 2%
overdrafts and loans 2%
buildings insurance 1%
mortgage endowments 0.5%
term assurance 0.5%
complaints about other products 16%

what consumers complained about most to the ombudsman service in April, May and June 2015


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.