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ombudsman news

issue 142

October 2017

ombudsman focus: second quarter statistics

a snapshot of our complaint figures for the second quarter of the 2017/2018 financial year

Each quarter we publish updates about the financial products and services people have contacted us about. This data includes the number of enquiries we’ve received, the number of complaints passed to an ombudsman for a final decision, and the proportion of complaints resolved in favour of consumers.

In this issue we focus on data for the second quarter of the financial year 2017/2018, showing the new complaints received during July, August and September 2017.

Between July and September:

  • We handled 151,112 enquiries from consumers, taking on 84,845 new cases – with 8,724 complaints passed to an ombudsman as the final stage of our complaints handling process.
  • PPI remained the most complained about financial product, with 50,639 new cases. Current accounts were the second most complained about product, with 4,497 new cases.

what consumers complained about most to the ombudsman service in July, August and September 2017*

the financial products that consumers complained about most to the ombudsman service July, August and September 2017 %
payment protection insurance (PPI) 60%
complaints about other products 40%
what consumers complained about most to the ombudsman service in July, July, August and September 2017 %
current accounts 5%
payday loans 4%
packaged bank accounts 4%
car and motorcycle insurance 4%
credit card accounts 3%
house mortgages 2%
overdrafts and loans 2%
hire purchase 2%
buildings insurance 1%
complaints about other products 14%

*Please note: the figure aboves have been rounded up/down to the nearest percent

what consumers complained about most to the ombudsman service in July, August and September 2017

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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.