We publish business complaints data every six months and updates on financial products and services every quarter

Our half-yearly figures show the number of complaints received about individual financial businesses where we received at least 30 new cases and resolved at least 30 cases in each six-month period.

For complaints about individual Claims Management Companies (CMCs), please see our CMC half-yearly data.

Last updated: 29th September 2020

Summary of 1 January 2020 to 30 June 2020

New complaints

In the first six months of 2020 we received a total of 76,624 non-PPI complaints, which is slightly more than the 75,887 we received in the previous reporting period.

In this period we received a total 41,411 new complaints about PPI – a decrease of 37% from the 65,878 we received in the previous six-month reporting period. At its peak in the first half of 2013, we received 261,503 new complaints about PPI.

When combined, we received a total of 118,035 new complaints – a 17% decrease on the 141,765 complaints we received in the second half of 2019.  

The complaint volumes referred to above are for the total number of complaints received by the ombudsman service during the reporting period. Totals in the downloadable tables are for firms against which we have 30 new and 30 resolved complaints.


Resolved complaints

In this period the average uphold rate, excluding PPI, was 42%. But when we take PPI into account, the average uphold rate for the reporting period was 31%.

The uphold rate for banking and credit complaints was 49% for the first half of 2020. Whilst this is a decrease compared to the uphold rate for banking and credit complaints in the second half of 2019, which was 54%, it remains the highest of any sector.

The uphold rate for PPI for the first six months of 2020 was 16% – unchanged from the previous reporting period

225 businesses feature in our complaints data for the first half of 2020 compared to 223 in the last six-month period – with uphold rates for individual businesses ranging from 94% to 3%. 


Interpreting the data

Business group: the name of any larger group that the business was part of at the end of the six-month period

Business name: the official name used for regulation purposes

Upheld: complaints found in favour of the consumer 

Product code: name of complaint category