We publish data every six months showing the number and outcome of the complaints we handle about financial businesses. This half-yearly data shows the number of complaints against financial businesses for which there were both 30 new and 30 resolved complaints in the relevant period.
The data on this page covers January to June 2023.
January to June 2023
- Overall, we received a total of 93,114 complaints between 1 January and 30 June 2023. This is the total number of complaints received for the period. This figure also includes complaints about financial businesses that fall below the publication threshold of 30 new and 30 resolved complaints.
- 245 businesses feature in our complaints data for the first half of 2023, this is up on the previous six-month period – the second half of 2022 - when 220 businesses featured.
- In the first six months of this year, we upheld 37% of complaints in the consumers’ favour, compared to 34% in the previous six-month period.
Insight from the first six months of the year
Cases have increased particularly in the banking and insurance sectors:
- There are several reasons for the increase in complaints. In our most recent quarterly data, we highlighted building and motor insurance complaints had hit a five-year high, partly due to insurers delaying in paying out on claims while at the same time contractor availability impacted the speed of repairs.
- Banking and credit complaints have risen substantially, with fraud and scam cases making up around half of that increase.
Our data also includes
- This half-yearly data includes a category for complaints that have been settled proactively with businesses. Proactively settled complaints are recorded separately in our data, they aren’t recorded as a change in favour of the consumer and don't count towards a financial business’ change in outcome rate. We’re trialling this third category in our data until March 2024.
- We are also publishing data about funeral planning complaints for the first time.
About our half-yearly data
From H1 2023, our Excel spreadsheet includes two rows for totals – the total number of complaints we've received as well as the totals purely for firms which are above the publication threshold of 30 new and 30 resolved complaints.
From H2 2022, complaints about Payment Protection Insurance (PPI) will no longer be published as a stand-alone column in the data tables. This is because we no longer receive the volume of complaints about PPI that would make this data statistically meaningful or useful to present separately. From H2 2022 onwards, complaints about PPI will be included within the wider General Insurance/Pure Protection sector totals.
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.
We're not currently seeing complaints about CMCs which meet the thresholds for data publication. We will update the page when we do have data to publish.
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
