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ombudsman news

issue 139

January/February 2017

third quarter statistics

a snapshot of complaints in the third quarter of the 2016/2017

Each quarter we publish updates about the financial products and services people have contacted us about. We include the number of enquires we’ve received, the number of complaints referred for an ombudsman’s final decision, and the proportion of complaints resolved in favour of consumers.

In this issue we look at the third quarter of the financial year 2016/2017. We show the new complaints we received during October, November and December 2016 – as well as the complaints we’ve received so far this financial year, between April and December 2016.

Between October and December 2016:

  • We handled 122,284 enquiries from consumers, taking on 70,908 new cases – with 9,642 complaints passed to an ombudsman for a final decision.
  • PPI remained the most complained-about financial product, with 36,065 new cases. Packaged bank accounts were the second most complained about product, with 3,785 new cases.

the financial products that consumers complained about most to the ombudsman service in October, November and December 2016

the financial products that consumers complained about most to the ombudsman service in October, November and December 2016 %
payment protection insurance (PPI) 51%
complaints about other products 49%
the financial products that consumers complained about most to the ombudsman service in October, November and December 2016 %
packaged bank accounts 5%
current accounts 6%
car and motorcycle insurance 4%
payday loans 4%
house mortgages 3%
credit card accounts 3%
overdrafts and loans 2%
hire purchase 2%
buildings insurance 2%
complaints about other products 18%

what consumers complained about most to the ombudsman service in October and December 2016

upcoming events:

our events:
consumer adviser workshop & roundtable discussion - Sunderland - Thursday 16 February
small business workshop - Swansea Wednesday - 22 February
small business workshop & roundtable discussion - Basingstoke - Wednesday 22 March
small business workshop - Bridgwater - Tuesday 7 March

talk to us at:
The Gathering - Glasgow - 22-23 February
Naidex - Birmingham - 28-30 March

Image: ombudsman news 139

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.