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ombudsman news

issue 87

July/August 2010

ombudsman focus: quarterly account

a snapshot of our complaint figures for the first quarter of the 2010/2011 financial year

We mentioned in the last issue of ombudsman news (issue 86) that one of the most visited sections of the online version of our annual review is the double-page chart, listing the number of new complaints referred to the ombudsman service. The chart shows the number of cases for each specific financial product and service during the year.

This often gives rise to further queries to our technical advice desk - with regular requests throughout the year from different stakeholders for updated figures relating to one or other specific financial product.

We have therefore decided to start using ombudsman news to publish snapshots of our workload on a quarterly basis. This should make it easier for everyone to see the numbers and trends as they emerge throughout the year - rather than only seeing the figures annually, after the financial year has ended.

the financial products that consumers complained about most to the ombudsman service in April, May and June 2010

  • payment protection insurance (PPI) 34%
  • current accounts 13.5%
  • credit card accounts 11%
  • house mortgages 4.5%
  • overdrafts and loans 4%
  • car and motorcycle insurance 3.5%
  • deposit and savings accounts 2.5%
  • buildings insurance 2.5%
  • mortgage endowments 2%
  • 'point of sale' loans 1.5%
  • complaints about other products 21%

what consumers complained about to the ombudsman service in April, May and June 2010

  number of new cases % resolved in favour of consumer
 

first three months of 2010/2011 (April, May, June)

full
financial year 2009/2010

first three months of 2010/2011
(April, May, June)

full financial year 2009/2010
payment protection insurance (PPI) 13,520 49,196 81% 89%
current accounts 5,420 24,515 26% 20%
credit card accounts 4,296 18,301 62% 68%
house mortgages 1,721 7,452 33% 37%
overdrafts and loans 1,564 6,255 43% 48%
car and motorcycle insurance 1,436 5,451 46% 38%
deposit and savings accounts 1,009 4,508 40% 52%
buildings insurance 955 3,437 43% 43%
mortgage endowments 944 5,400 30% 38%
'point of sale' loans 622 1,735 46% 52%
travel insurance 553 1,956 55% 44%
share dealing 485 1,105 65% 52%
contents insurance 444 1,863 37% 38%
whole-of-life policies 409 1,690 35% 28%
hire purchase 399 1,430 44% 48%
specialist insurance 397 1,070 46% 50%
personal pensions 357 1,359 30% 29%
portfolio management 246 1,040 46% 48%
'with-profits' bonds 233 1,056 35% 28%
endowment savings plans 229 1,512 31% 25%
debit and cash cards 220 964 41% 43%
warranties 219 863 53% 53%
unit-linked investment bonds 204 2,453 62% 57%
term assurance 200 912 32% 24%
catalogue shopping 196 755 71% 79%
income protection 188 740 40% 39%
investment ISAs 185 1,301 46% 42%
cheques and drafts 148 773 43% 49%
legal expenses insurance 142 597 21% 25%
direct debits and standing orders 140 737 38% 48%
private medical and dental insurance 140 652 49% 35%
critical illness insurance 138 598 35% 31%
debt collecting 136 697 37% 42%
interbank transfers 124 606 46% 43%
self-invested personal pensions (SIPPs) 112 410 47% 53%
electronic money 111 453 40% 49%
guaranteed bonds 104 595 48% 37%
store cards 100 574 58% 74%
credit broking 99 341 57% 62%
pet and livestock insurance 99 462 44% 24%
annuities 95 501 29% 33%
(non-regulated) guaranteed bonds 82 421 44% 50%
personal accident insurance 80 274 48% 26%
hiring, leasing and renting 69 283 41% 37%
commercial property insurance 68 487 34% 22%
spread betting 62 191 17% 19%
debt adjusting 60 231 55% 65%
state earnings-related pension (SERPs) 60 560 7% 2%
roadside assistance 59 226 45% 35%
debt counselling 56 163 57% 63%
occupational pension transfers and opt-outs 55 368 48% 48%
business protection insurance 53 222 23% 26%
commercial vehicle insurance 52 290 35% 35%
guaranteed asset protection ('gap' insurance) 48 224 49% 53%
unit trusts 36 192 57% 44%
open ended investment companies ('oeics') 34 329 67% 56%
total 39,213 160,776 52% 50%
other products and services 363 2,236 43% 42%
  39,576 163,012 52% 50%

The table above shows all products and services where we received (and settled) at least 30 cases during the quarter. We have included this information to be consistent with our policy on publishing complaints data relating to named individual businesses. The policy was agreed after public consultation and the complaints data is available on our website.

For a small number of products listed in this table, the figure shown for complaints received in the financial year 2009/2010 differs slightly from the number published in the annual review. This is because certain related products are grouped together differently in the annual review, for ease of presentation.

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For printed copies of this or any of our publications, phone 020 7964 0092 or email publications.

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.