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ombudsman news

issue 99

January/February 2012

ombudsman focus: third quarter statistics

a snapshot of our complaint figures for the third quarter of the 2011/2012 financial year

In issue 97 of ombudsman news we published data for the second quarter of the 2011/2012 financial year showing how many new complaints we received, and what proportion we resolved in favour of consumers, during July, August and September of this year.

The focus in this current issue of ombudsman news is our complaints workload in the third quarter of 2011/2012 (covering October, November and December 2011).

the financial products that consumers complained about most to the ombudsman service in July, August and September 2011 %
payment protection insurance (PPI) 54%
credit card accounts 7%
current accounts 6%
mortgages 4.5%
car and motorcycle insurance 3%
overdrafts and loans 3%
buildings insurance 2%
deposit and savings accounts 1.5%
mortgage endowments 1.5%
travel insurance 1%
complaints about other products 16.5%

what consumers complained about to the ombudsman service in October, November and December 2011

image of 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.