We regularly publish data and insight about the complaints we receive. The information on this page is about complaints received during the first quarter (Q1) of this financial year, April to June 2026/27.
The data on this page has been rounded to the nearest 100. Exact figures are available in the full data table at the bottom of this page.
Q1 2026/27 - at a glance
- Overall, we received 53,600 new complaints between April and June 2026.
- This is 600 more complaints than in the previous quarter
- It is lower than the 68,000 complaints reported in the same period last year
- Across all financial products, we upheld 26% of the cases we resolved this quarter in favour of the consumer.
- The most complained about product was current accounts.
The overall uphold rate continues to be affected by the closure of motor finance commission cases. Although we are not able to progress many MFC cases until we get clarity on legal challenges, we have been able to progress some cases. This includes where there was no discretion afforded to the broker around the commission payment they received or the interest rate paid by the consumer. It also includes where no - or only a small amount of - commission was paid, as well as where the consumer didn't pay any interest on the loan.
As these cases have not been upheld, they have an impact on the overall uphold rate. Excluding motor finance commission, the uphold rate across all products was 30%.
Current accounts were the most complained about product this quarter
Overall, we received 8,900 new complaints about current accounts. This is up slightly on complaints reported in the same period last year, with 7,800 complaints reported in April to June 2025. Fraud and scams continue to drive complaints about current accounts .
The top five most complained about products
The top five most complained about products this quarter were:
Download the data: New complaints about the top five most complained about products (XLSX 9KB)
Other trends across the quarter
Complaints about car or motorcycle insurance
Car and motorcycle insurance complaints rose to 4,100, up from 2,800 in the same period in 2025, with consumers raising concerns about claim values, policy cancellations and claim delays.
Download the data: New complaints about car or motorcycle insurance (XLSX 9KB)
Travel insurance
Travel insurance complaints also rose by 30% (300) year-on-year to 1,300 cases, and up slightly on the previous quarter where we received 1,200 complaints about this product. The most common complaint issue was declined claims.
Download the data: New complaints about travel insurance (XLSX 9KB)
Complaints brought by representatives
More customers are bringing their complaints directly to our service themselves. Complaints brought by professional representatives accounted for 1,800 cases, or 3% of the total caseload.
Complaints referred to us by all representatives – including professional representatives, family and friends – accounted for 10% of cases referred to the Financial Ombudsman this quarter. This is down from 45% of cases in the same period last year (Q1 2025/26).
Download the data: New complaints brought by representatives (XLSX 9KB)
View or download our full data set
To explore our data set, you can select the column headers, search for specific data, or download the full data as a csv file.
| Product group | Product | New complaints | Uphold rate |
|---|---|---|---|
| Banking Services | Being categorised | <10 | |
| Banking Services | CHAPS Payments | 15 | <30 |
| Banking Services | Executorships or Trusteeships | 13 | <30 |
| Banking Services | Foreign Currency | 14 | <30 |
| Banking Services | International Transfers | 139 | 32% |
| Banking Services | Safe Custody | 13 | <30 |
| Being categorised | Being categorised | <10 | |
| Business Banking | Being categorised | <10 | |
| Business Banking | Business Credit Card | 62 | <30 |
| Business Banking | Business Current Accounts | 993 | 30% |
| Business Banking | Business Overdrafts | 55 | <30 |
| Business Banking | Merchant Services | 254 | 20% |
| Business Lending | Being categorised | <10 | |
| Business Lending | Bounce Back Loans (BBLS) | 92 | 20% |
| Business Lending | Business Loans (Not secured on land) | 126 | 20% |
| Business Lending | Commercial Mortgages | 24 | <30 |
| Business Lending | Coronavirus Business Interruption Loans (CBILS) | <10 | <30 |
| Credit Card Accounts | Balance Transfers | 56 | 57% |
| Credit Card Accounts | Being categorised | <10 | |
| Credit Card Accounts | Credit Cards | 5783 | 27% |
| Payment Services | Account Information Services (Open Banking) | <10 | <30 |
| Payment Services | Being categorised | <10 | |
| Payment Services | Electronic Money (e-money) | 2305 | 29% |
| Payment Services | Money Remittance | 77 | 26% |
| Payment Services | Payment Initiation Services (Open Banking) | <10 | <30 |
| Payment Services | Payment Instruments | 50 | 26% |
| Payment Services | Pre-paid Cards | 19 | <30 |
| Personal Bank Accounts | Being categorised | <10 | |
| Personal Bank Accounts | Cheques | 57 | 32% |
| Personal Bank Accounts | Current Accounts | 8945 | 27% |
| Personal Bank Accounts | Debit Cards | 757 | 28% |
| Personal Bank Accounts | Direct Debits | 113 | 15% |
| Personal Bank Accounts | Online Banking | 77 | 27% |
| Personal Bank Accounts | Overdrafts | 1528 | 22% |
| Personal Bank Accounts | Packaged Bank Accounts | 136 | 18% |
| Personal Bank Accounts | Standing Orders | <10 | <30 |
| Savings | Being categorised | <10 | |
| Savings | Cash ISAs (including cash lifetime ISAs and help to buy ISAs) | 620 | 40% |
| Savings | Deposits and Savings Accounts (excluding Cash ISAs) | 377 | 29% |
| Savings | Premium Bonds (NS&I only) | 98 | 47% |
| Savings | Savings Certificates or Bonds | 58 | 28% |
| Being categorised | Being categorised | <10 | |
| Being categorised | Being categorised | <10 | |
| Credit Services | Credit Broking | 33 | 22% |
| Credit Services | Credit Records | 228 | 36% |
| Debt Services | Being categorised | <10 | |
| Debt Services | Debt Adjusting | <10 | <30 |
| Debt Services | Debt Collection | 552 | 32% |
| Debt Services | Debt Counselling (inc. Debt Management Plans) | 49 | <30 |
| Deferred Payment Credit | Being categorised | 11 | |
| Deferred Payment Credit | BNPL Credit Broking | <10 | |
| Deferred Payment Credit | BNPL Loans | 130 | <30 |
| Deferred Payment Credit | BNPL Payment Services | 29 | <30 |
| Deferred Payment Credit | BNPL Running Account Credit | 130 | <30 |
| Finance Linked to Goods and Services | Being categorised | <10 | |
| Finance Linked to Goods and Services | Catalogue Shopping | 327 | 27% |
| Finance Linked to Goods and Services | Conditional Sale (Motor) | 708 | 20% |
| Finance Linked to Goods and Services | Conditional Sale (Non-motor) | 41 | <30 |
| Finance Linked to Goods and Services | Hire Purchase (Motor) | 5647 | 16% |
| Finance Linked to Goods and Services | Hire Purchase (Non-motor, non-rent to own) | 39 | <30 |
| Finance Linked to Goods and Services | Hire Purchase (Rent to own) | 16 | <30 |
| Finance Linked to Goods and Services | Hiring, Leasing or Renting (Motor) | 1145 | 29% |
| Finance Linked to Goods and Services | Hiring, Leasing or Renting (Non-motor) | 63 | <30 |
| Finance Linked to Goods and Services | Point of Sale Loans (Motor) | 97 | 35% |
| Finance Linked to Goods and Services | Point of Sale Loans (Non-motor) | 1060 | 24% |
| Finance Linked to Goods and Services | Store Card Accounts | 129 | 30% |
| Loans | Being categorised | <10 | |
| Loans | Guarantor Loans | 29 | <30 |
| Loans | Home Credit | <10 | <30 |
| Loans | Logbook Loans | <10 | <30 |
| Loans | Pawnbroking | 23 | <30 |
| Loans | Peer to peer lending (Borrowing money) | <10 | <30 |
| Loans | Personal Loans | 2103 | 22% |
| Loans | Short Term Lending (Instalment Loans) | 271 | 27% |
| Loans | Short Term Lending (Payday Loans) | 210 | 28% |
| Loans | Short Term Lending (Running Account Credit) | 33 | <30 |
| Funeral Plans | Pre-paid Funeral Plans | 35 | <30 |
| Animal Insurance | Horse Insurance | <10 | <30 |
| Animal Insurance | Livestock Insurance | <10 | |
| Animal Insurance | Pet Insurance | 593 | 29% |
| Being categorised | Being categorised | 13 | |
| Household and Commercial Property Insurance | Being categorised | <10 | |
| Household and Commercial Property Insurance | Building Guarantees | 100 | 31% |
| Household and Commercial Property Insurance | Buildings Insurance | 1766 | 33% |
| Household and Commercial Property Insurance | Commercial Property Insurance | 402 | 37% |
| Household and Commercial Property Insurance | Contents Insurance | 472 | 24% |
| Household and Commercial Property Insurance | Home Emergency Insurance | 550 | 32% |
| Household and Commercial Property Insurance | Household Warranties | 307 | 28% |
| Household and Commercial Property Insurance | Marine Insurance | 14 | <30 |
| Legal Expenses and Monetary Loss Insurance | Business Protection Insurance | 85 | 23% |
| Legal Expenses and Monetary Loss Insurance | Card Protection Insurance | <10 | |
| Legal Expenses and Monetary Loss Insurance | Commercial Legal Expenses Insurance | 47 | 25% |
| Legal Expenses and Monetary Loss Insurance | Covenant Indemnity Insurance | <10 | <30 |
| Legal Expenses and Monetary Loss Insurance | Legal Expenses Insurance | 299 | 26% |
| Legal Expenses and Monetary Loss Insurance | Rent Protection Insurance | 39 | <30 |
| Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Non-wedding insurance) | <10 | <30 |
| Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Wedding insurance) | <10 | <30 |
| Life and Critical Illness Cover | Being categorised | 16 | |
| Life and Critical Illness Cover | Critical Illness Cover | 175 | 7% |
| Life and Critical Illness Cover | Family Income Plan | <10 | |
| Life and Critical Illness Cover | Term Assurance | 218 | 22% |
| Life and Critical Illness Cover | Whole of Life Assurance (Non-reviewable) | 144 | 19% |
| Life and Critical Illness Cover | Whole of life Assurance (Reviewable - Life Only) | <30 | |
| Life and Critical Illness Cover | Whole of Life Assurance (Reviewable) | 84 | 33% |
| Medical Insurance | Being categorised | <10 | |
| Medical Insurance | Income Protection Insurance | 299 | 16% |
| Medical Insurance | Long Term Care Insurance | <10 | |
| Medical Insurance | Personal Accident Insurance | 38 | <30 |
| Medical Insurance | Private Medical or Dental Insurance | 532 | 20% |
| Motor Insurance | Being categorised | 25 | |
| Motor Insurance | Car or Motorcycle Insurance | 4096 | 33% |
| Motor Insurance | Caravan Insurance | 48 | <30 |
| Motor Insurance | Commercial Vehicle Insurance | 283 | 45% |
| Motor Insurance | GAP (Guaranteed Asset Protection Insurance) | 32 | <30 |
| Motor Insurance | Motor Warranties | 139 | 30% |
| Motor Insurance | Roadside Assistance Insurance | 224 | 45% |
| Personal Belongings Insurance (Standalone) | Being categorised | <10 | |
| Personal Belongings Insurance (Standalone) | Bicycle Insurance | 29 | <30 |
| Personal Belongings Insurance (Standalone) | Gadget Insurance | 135 | 27% |
| Personal Belongings Insurance (Standalone) | Golf Equipment Insurance | <30 | |
| Personal Belongings Insurance (Standalone) | Jewellery Insurance | 14 | <30 |
| Personal Belongings Insurance (Standalone) | Military Kit Insurance | <30 | |
| Personal Belongings Insurance (Standalone) | Mobile Phone Insurance | 277 | 21% |
| Personal Belongings Insurance (Standalone) | Photography Equipment Insurance | <10 | <30 |
| Personal Belongings Insurance (Standalone) | Workman's Tools Insurance | <10 | |
| PPI (Payment Protection Insurance) | Being categorised | <10 | |
| PPI (Payment Protection Insurance) | PPI (Business Loan) | <10 | |
| PPI (Payment Protection Insurance) | PPI (Credit Card) | <10 | |
| PPI (Payment Protection Insurance) | PPI (Hire Purchase) | <10 | |
| PPI (Payment Protection Insurance) | PPI (Mortgage) | 14 | <30 |
| PPI (Payment Protection Insurance) | PPI (Personal Loan) | <10 | <30 |
| PPI (Payment Protection Insurance) | PPI (Store Card) | <10 | |
| Travel Insurance Cover | Being categorised | <10 | |
| Travel Insurance Cover | Travel Insurance | 1275 | 32% |
| Being categorised | Being categorised | 12 | |
| Bonds and Non-Deposit Savings Plans | Being categorised | 16 | |
| Bonds and Non-Deposit Savings Plans | Children's Savings Plans | 14 | <30 |
| Bonds and Non-Deposit Savings Plans | Corporate Bonds | <10 | <30 |
| Bonds and Non-Deposit Savings Plans | Long Term Care Bonds | <10 | <30 |
| Bonds and Non-Deposit Savings Plans | Mini-bonds | <10 | <30 |
| Bonds and Non-Deposit Savings Plans | Offshore Bonds | 13 | <30 |
| Bonds and Non-Deposit Savings Plans | Treasury Bonds | <30 | |
| Bonds and Non-Deposit Savings Plans | Unit Linked Bonds | 56 | 44% |
| Bonds and Non-Deposit Savings Plans | With-profits Bonds | 21 | <30 |
| Derivatives | CFDs (Contracts for Difference) | 77 | 20% |
| Derivatives | Rolling Spot Forex | <30 | |
| Derivatives | Spread Betting | 21 | <30 |
| Endowments | Endowment Plans (Unit Linked) | <10 | <30 |
| Endowments | Endowment Plans (With-profits) | <10 | <30 |
| Endowments | Mortgage Endowments (Unit Linked) | <10 | <30 |
| Endowments | Mortgage Endowments (With-profits) | <10 | <30 |
| Investment Funds | Being categorised | 13 | |
| Investment Funds | Exchange Traded Funds | 11 | <30 |
| Investment Funds | Investment Trusts | 42 | <30 |
| Investment Funds | Non-Structured Periodically Guaranteed Funds | <10 | |
| Investment Funds | OEICs (Open-ended Investment Companies) | <10 | <30 |
| Investment Funds | Unit Trusts | 14 | <30 |
| ISAs and PEPs | Being categorised | 11 | |
| ISAs and PEPs | Innovative Finance ISA | <10 | |
| ISAs and PEPs | Lifetime ISA (investment only) | 34 | <30 |
| ISAs and PEPs | PEPs (Personal Equity Plan) | <10 | <30 |
| ISAs and PEPs | Stocks and Shares ISA | 392 | 36% |
| Mixed Investment Portfolios | Advisory Service | 118 | 49% |
| Mixed Investment Portfolios | Being categorised | <10 | |
| Mixed Investment Portfolios | Discretionary Service | 16 | <30 |
| Non-mainstream Investments | Crowdfunding (investment-based) | 10 | <30 |
| Non-mainstream Investments | Direct Property Investments | <10 | |
| Non-mainstream Investments | EIS (Enterprise Investment Scheme) | 12 | <30 |
| Non-mainstream Investments | Peer to peer lending (Lending money) | 11 | <30 |
| Non-mainstream Investments | UCIS (Unregulated Collective Investment Scheme) | <10 | <30 |
| Stocks and Shares | Being categorised | 16 | |
| Stocks and Shares | Employee Share Scheme | 23 | <30 |
| Stocks and Shares | Registrar Services | <10 | |
| Stocks and Shares | Share Dealings | 250 | 23% |
| Structured Investments | Being categorised | <10 | |
| Structured Investments | Capital Protected Structured Products | <10 | <30 |
| Structured Investments | SCARPs (Structured Capital at Risk Products) | <30 | |
| Being categorised | Being categorised | <10 | |
| Buy-to-let Mortgages | Being categorised | <10 | |
| Buy-to-let Mortgages | Buy-to-let Mortgage (Consumer or Non-consumer) | 153 | 21% |
| Equity Release | Being categorised | <10 | |
| Equity Release | Home Reversion Plans | <10 | <30 |
| Equity Release | Lifetime Mortgage | 71 | 13% |
| Equity Release | Shared Appreciation Mortgage | <10 | <30 |
| Residential Mortgages | Being categorised | 34 | |
| Residential Mortgages | Bridging Loan | 25 | <30 |
| Residential Mortgages | First Charge Mortgage | 1291 | 26% |
| Residential Mortgages | Help to Buy and Shared Equity Loans | 27 | <30 |
| Residential Mortgages | Second Charge Mortgage | 124 | 35% |
| Additional Voluntary Contributions including FSAVCs | AVC (Additional Voluntary Contributions) provided by OPS | 14 | <30 |
| Additional Voluntary Contributions including FSAVCs | FSAVC (Free Standing Additional Voluntary Contributions) | <10 | <30 |
| Annuities | Being categorised | <10 | |
| Annuities | Conventional Annuities | 96 | 41% |
| Annuities | Enhanced or Impaired Life Annuities | <10 | <30 |
| Being categorised | Being categorised | <10 | |
| Occupational Pension Schemes (OPS) | Being categorised | 18 | |
| Occupational Pension Schemes (OPS) | Defined Benefit Transfer (Not to SIPP) | 31 | 39% |
| Occupational Pension Schemes (OPS) | Defined Contribution Transfer (Not to SIPP) | 16 | <30 |
| Occupational Pension Schemes (OPS) | EPP (Executive Pension Plans) | <10 | <30 |
| Occupational Pension Schemes (OPS) | SSAS (Small Self Administered Schemes) | <10 | <30 |
| Occupational Pension Schemes (OPS) | Transfer between two OPS | <10 | <30 |
| Private Pensions (not SIPPs) | Being categorised | 23 | |
| Private Pensions (not SIPPs) | Pension Mortgages | <10 | |
| Private Pensions (not SIPPs) | Pension Term Assurance | <10 | <30 |
| Private Pensions (not SIPPs) | Personal Pensions | 931 | 42% |
| Private Pensions (not SIPPs) | QROPS (Qualifying Recognised Overseas Pension Scheme) | <10 | <30 |
| Private Pensions (not SIPPs) | Section 32 Plans | <10 | <30 |
| Private Pensions (not SIPPs) | SERPS (State Earnings Related Pensions Schemes) | <30 | |
| Self-Invested Personal Pensions (SIPPs) | Being categorised | 56 | |
| Self-Invested Personal Pensions (SIPPs) | Defined Benefit Transfer (To SIPP) | 59 | <30 |
| Self-Invested Personal Pensions (SIPPs) | Discretionary Fund Management (DFM) | 35 | <30 |
| Self-Invested Personal Pensions (SIPPs) | Family Pension Trusts | <10 | |
| Self-Invested Personal Pensions (SIPPs) | Investment Platforms | 61 | <30 |
| Self-Invested Personal Pensions (SIPPs) | Standard Investments | 136 | 47% |
| Self-Invested Personal Pensions (SIPPs) | UCIS and other Non-Standard Investments | 18 | <30 |
| Total | 53,553 | 26% |
About this data
We publish complaints data on financial products and services every quarter and updates on business complaints data every six months. Our quarterly updates on financial products and services include the number of enquiries and new cases we received, and the proportion of complaints resolved in favour of customers.
For information on the complaints we received about claims management companies (CMCs), please see our CMC quarterly data.
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In each release of quarterly data – about both financial products and relating to complaints about claims management companies – we publish:
- the number of new enquiries and new complaints received in the period
- the number of ombudsman referrals, and
- the percentage of cases upheld in favour of the customer.
We publish data about products and services where we have received at least ten new complaints in the reporting period. Products and services where we have received at least one, but fewer than ten new complaints, are denoted as “<10”.
We publish an uphold rate where we have resolved 30 or more complaints about the relevant product or service in the period.