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: 2 March 2021

221 businesses feature in our complaints data for the second half of 2020 compared to 225 in the previous six-month period – with uphold rates for individual businesses ranging from 4% to 90%.

The average uphold rate, excluding PPI, was 41%. The uphold rate for PPI for the second six months of 2020 was 13% – slightly lower compared to the previous reporting period (16%). The lower uphold rate in PPI reflects the way more customers are getting fair outcomes from their PPI providers, following our significant engagement with these firms over the last few years. This means when we include PPI complaints, the overall average uphold rate is 30%.

We also publish data on the number of complaints we receive by product and service each quarter.


The totals in the business complaints data are for firms against which we have 30 new and 30 resolved complaints. Alongside this data, we also publish our early resolution data. These are complaints where, with the consent of the business and the consumer, we have got involved in a complaint before the business has investigated it.

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

Previous data