Our annual complaints data is a snapshot of our work over the course of the financial year. It shows the volume of complaints we received and resolved about financial products, and the proportion of complaints we upheld in consumers’ favour.

We've also published analysis of this data, with sector-by-sector insight.

642,556

enquiries

271,468

new complaints

295,596

resolutions

Using this tool

We use PowerBI to share this data and allow you to apply filters. To remove filters, just press "reset data". To increase the size of this data, click on the 'expand' button in the bottom right hand corner of the frame. You can find data on complaints we've seen about claims management companies on the Claims Management Ombudsman website.

Interpreting the data

All the data in these tables relate to Financial Ombudsman Service management information for the year ended 31 March 2020.

Cumulative figures

Cumulative figures, such as our quarterly data, won't necessarily match total figures provided in the tables for the year so far. This is because the data for each quarter is a snapshot of what the figures looked like at the end of that quarter.

It's possible that as cases are investigated further, we may refine how the case is categorised to better reflect what the complaint was about.

This will be captured in our cumulative figures but our previous quarterly datasets won't be updated. Therefore when referring to our annual figures, please use the data on this page rather than our cumulative published quarterly totals.

Glossary of terms

Enquiries

An enquiry is recorded when a consumer contacts us for the first time to explain the problem they’re having. Some of these enquiries go on to become new complaints we investigate in more depth. At enquiry stage, it’s likely we’ll have heard only from the consumer, and we might not yet know the specific product or service involved. So the product categorisation may change at a later stage in our process, once we’ve received further information.

New complaints

A new complaint is recorded when an initial enquiry becomes a complaint we’re going to investigate in more depth. We record information about the financial product or service the consumer is complaining about, as well as the issue involved.

Resolutions

A resolution is a case that we've closed during the year. This includes complaints where we’ve given our answer following an investigation, as well as a smaller number that have been withdrawn by the consumer, or that we’ve decided we can’t or shouldn’t investigate This data includes complaints resolved informally by one of our investigators or adjudicators, as well as those where an ombudsman’s involvement was required. 

Uphold rate

This is the proportion of complaints we’ve resolved where the answer we’ve given is in consumers’ favour. When we “uphold” a complaint, it can reflect one of two things. First, it can mean that a business told a consumer in its final response that it had done nothing wrong – but after the complaint was referred to us, we decided that it had done something wrong. Or it can mean that a business’s final response offered the consumer compensation – but after the complaint was referred to us, we decided it hadn’t offered enough, and told it to change its offer.

To ensure our uphold rate data are as meaningful as possible, we only include products and services about which we resolved 30 or more complaints over the course of the year. Any products showing "N/A" for 2018/19 are those where we resolved fewer than 30 complaints last year, and therefore we don't have a meaningful uphold rate for comparison.

Other

In June 2019, we updated the way we categorise complaints (our taxonomy) in response to feedback from stakeholders and to better reflect the range of complaints we see. This change took place during the 2019/2020 financial year, so rather than publish two sets of data, the data published here is all under our old taxonomy. Because of this, it has not been possible to categorise all of the enquiries and complaints we’ve received during 2019/2020, which is why there has been a significant increase in enquiries and complaints reported as “other”. Going forward, all our published data will be in our new taxonomy, starting with our first quarter complaints data for 2020/21, which will be published in July