Every year we share a review of complaints we've seen across the financial year.
We share product or sector specific data, and insight to encourage fairness and confidence in financial services and help prevent future complaints.
The totals in this data include all complaints received and overall uphold rates by the Financial Ombudsman Service and the Financial Ombudsman Service for Small Businesses.
Annual data about the complaints we received about Claims Management companies (CMCs) is published separately.
2025/26 - year at a glance
- Overall, we received 214,600 new complaints in 2025/26
- This is an almost 30% decrease compared to the 305,700 complaints we received in 2024/25
- On average, across all financial products, we upheld 30% of the complaints we resolved
Total complaints we received each year from 2022/23 to 2025/26
The top five most complained about products in 2025/26
Trends across the year in financial products
Overall this year, we received 214,600 complaints about financial products and services.
This is closer to the number of complaints received in 2023/24, following a year of significant demand in 2024/25.
Hire purchase (motor) was the most complained about product this year with 37,700 complaints received, with many of those received in the first half of the year. The total number of complaints about Hire Purchase (Motor) for the year was lower than last year, when we received 76,200 complaints.
There were 32,900 complaints about current accounts, with fraud and scams accounting for 18,900 of these cases.
Credit cards were the third most complained about product, with around 22,800 complaints, 8,800 of which were about perceived irresponsible/unaffordable lending. This is a significant drop on the 49,400 new credit card complaints on irresponsible/unaffordable lending referred to us in 2024/25.
Complaints brought by professional representatives
Last year, we introduced charges for professional representatives to refer cases to our service to make our funding arrangements fairer and to encourage professional representatives to submit better-evidenced complaints, considering their merits more diligently before referring them to us.
Since then, we’ve seen a drop in cases brought to us by professional representatives. Cases from professional representatives made up 18% of our caseload in 2025/26, with 38,600 cases referred to us. In 2024/25, complaints brought by professional representatives made up 50% of our caseload (152,800 cases). We've also seen a drop in complaints being withdrawn or abandoned once they come to us, from 35% in 2024/25 to 18% in 2025/26.
The 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.
| Sector | Product group | Product | New cases | Uphold % |
|---|---|---|---|---|
| Banking and Payments | Banking Services | Being categorised | 23 | |
| Banking and Payments | Banking Services | CHAPS Payments | 41 | 50% |
| Banking and Payments | Banking Services | Executorships or Trusteeships | 30 | <30 |
| Banking and Payments | Banking Services | Foreign Currency | 49 | <30 |
| Banking and Payments | Banking Services | International Transfers | 477 | 31% |
| Banking and Payments | Banking Services | Safe Custody | 32 | <30 |
| Banking and Payments | Being categorised | Being categorised | 11 | |
| Banking and Payments | Business Banking | Being categorised | <10 | |
| Banking and Payments | Business Banking | Business Current Accounts | 4091 | 27% |
| Banking and Payments | Business Banking | Business Overdrafts | 212 | 25% |
| Banking and Payments | Business Banking | Merchant Services | 774 | 30% |
| Banking and Payments | Business Lending | Being categorised | <10 | |
| Banking and Payments | Business Lending | Bounce Back Loans (BBLS) | 450 | 18% |
| Banking and Payments | Business Lending | Business Loans (Not secured on land) | 548 | 25% |
| Banking and Payments | Business Lending | Commercial Mortgages | 160 | 20% |
| Banking and Payments | Business Lending | Coronavirus Business Interruption Loans (CBILS) | 31 | <30 |
| Banking and Payments | Business Lending | Recovery Loans (RLS) | <10 | <30 |
| Banking and Payments | Credit Card Accounts | Balance Transfers | 213 | 35% |
| Banking and Payments | Credit Card Accounts | Being categorised | 12 | |
| Banking and Payments | Credit Card Accounts | Credit Cards | 22783 | 28% |
| Banking and Payments | Payment Services | Account Information Services (Open Banking) | 33 | <30 |
| Banking and Payments | Payment Services | Being categorised | 25 | |
| Banking and Payments | Payment Services | Electronic Money (e-money) | 8933 | 28% |
| Banking and Payments | Payment Services | Money Remittance | 172 | 26% |
| Banking and Payments | Payment Services | Payment Initiation Services (Open Banking) | 34 | <30 |
| Banking and Payments | Payment Services | Payment Instruments | 187 | 31% |
| Banking and Payments | Payment Services | Payments Charged to Mobile Phone Bill | <10 | |
| Banking and Payments | Payment Services | Pre-paid Cards | 82 | 37% |
| Banking and Payments | Personal Bank Accounts | Being categorised | 63 | |
| Banking and Payments | Personal Bank Accounts | Cheques | 224 | 31% |
| Banking and Payments | Personal Bank Accounts | Current Accounts | 32907 | 28% |
| Banking and Payments | Personal Bank Accounts | Debit Cards | 2192 | 25% |
| Banking and Payments | Personal Bank Accounts | Direct Debits | 391 | 27% |
| Banking and Payments | Personal Bank Accounts | Online Banking | 328 | 28% |
| Banking and Payments | Personal Bank Accounts | Overdrafts | 5863 | 29% |
| Banking and Payments | Personal Bank Accounts | Packaged Bank Accounts | 480 | 21% |
| Banking and Payments | Personal Bank Accounts | Standing Orders | 48 | 22% |
| Banking and Payments | Savings | Being categorised | 15 | |
| Banking and Payments | Savings | Cash ISAs (including cash lifetime ISAs and help to buy ISAs) | 1619 | 35% |
| Banking and Payments | Savings | Deposits and Savings Accounts (excluding Cash ISAs) | 1294 | 29% |
| Banking and Payments | Savings | Premium Bonds (NS&I only) | 223 | 44% |
| Banking and Payments | Savings | Savings Certificates or Bonds | 224 | 32% |
| Being categorised | Being categorised | Being categorised | 13 | |
| Consumer Credit | Being categorised | Being categorised | 11 | |
| Consumer Credit | Credit Services | Credit Broking | 117 | 39% |
| Consumer Credit | Credit Services | Credit Records | 934 | 31% |
| Consumer Credit | Debt Services | Being categorised | <10 | |
| Consumer Credit | Debt Services | Debt Adjusting | 11 | <30 |
| Consumer Credit | Debt Services | Debt Collection | 1897 | 30% |
| Consumer Credit | Debt Services | Debt Counselling (inc. Debt Management Plans) | 125 | 36% |
| Consumer Credit | Deferred Payment Credit | Being categorised | <10 | |
| Consumer Credit | Deferred Payment Credit | BNPL Credit Broking | <10 | |
| Consumer Credit | Deferred Payment Credit | BNPL Loans | 212 | <30 |
| Consumer Credit | Deferred Payment Credit | BNPL Merchant Services | <10 | |
| Consumer Credit | Deferred Payment Credit | BNPL Payment Services | 14 | <30 |
| Consumer Credit | Deferred Payment Credit | BNPL Running Account Credit | 87 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Being categorised | <10 | |
| Consumer Credit | Finance Linked to Goods and Services | Catalogue Shopping | 1617 | 32% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Motor) | 5816 | 24% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Non-motor) | 147 | 42% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Motor) | 37673 | 24% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Non-motor, non-rent to own) | 131 | 26% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Rent to own) | 39 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Motor) | 3180 | 36% |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Non-motor) | 160 | 32% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Motor) | 346 | 22% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Non-motor) | 4337 | 24% |
| Consumer Credit | Finance Linked to Goods and Services | Store Card Accounts | 399 | 26% |
| Consumer Credit | Loans | Being categorised | <10 | |
| Consumer Credit | Loans | Guarantor Loans | 94 | 40% |
| Consumer Credit | Loans | Home Credit | <10 | <30 |
| Consumer Credit | Loans | Logbook Loans | 22 | <30 |
| Consumer Credit | Loans | Pawnbroking | 44 | 35% |
| Consumer Credit | Loans | Peer to peer lending (Borrowing money) | 30 | <30 |
| Consumer Credit | Loans | Personal Loans | 7738 | 24% |
| Consumer Credit | Loans | Short Term Lending (Instalment Loans) | 1026 | 23% |
| Consumer Credit | Loans | Short Term Lending (Payday Loans) | 482 | 23% |
| Consumer Credit | Loans | Short Term Lending (Running Account Credit) | 134 | 22% |
| Funeral Planning Services | Funeral Plans | Being categorised | <10 | |
| Funeral Planning Services | Funeral Plans | Pre-paid Funeral Plans | 198 | 31% |
| Insurance | Animal Insurance | Horse Insurance | 30 | 22% |
| Insurance | Animal Insurance | Livestock Insurance | <10 | <30 |
| Insurance | Animal Insurance | Pet Insurance | 2065 | 41% |
| Insurance | Being categorised | Being categorised | 15 | |
| Insurance | Household and Commercial Property Insurance | Being categorised | <10 | |
| Insurance | Household and Commercial Property Insurance | Building Guarantees | 479 | 38% |
| Insurance | Household and Commercial Property Insurance | Buildings Insurance | 6399 | 38% |
| Insurance | Household and Commercial Property Insurance | Commercial Property Insurance | 1695 | 39% |
| Insurance | Household and Commercial Property Insurance | Contents Insurance | 1685 | 30% |
| Insurance | Household and Commercial Property Insurance | Home Emergency Insurance | 1631 | 40% |
| Insurance | Household and Commercial Property Insurance | Household Warranties | 1237 | 29% |
| Insurance | Household and Commercial Property Insurance | Marine Insurance | 50 | 26% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Being categorised | <10 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Business Protection Insurance | 517 | 33% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Card Protection Insurance | 12 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Commercial Legal Expenses Insurance | 193 | 27% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Covenant Indemnity Insurance | 18 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Legal Expenses Insurance | 943 | 31% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Rent Protection Insurance | 104 | 38% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Non-wedding insurance) | 25 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Wedding insurance) | 17 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Tax Liability Insurance | <10 | <30 |
| Insurance | Life and Critical Illness Cover | Being categorised | 30 | |
| Insurance | Life and Critical Illness Cover | Critical Illness Cover | 647 | 12% |
| Insurance | Life and Critical Illness Cover | Family Income Plan | <10 | <30 |
| Insurance | Life and Critical Illness Cover | Term Assurance | 884 | 17% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Non-reviewable) | 414 | 26% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Reviewable) | 434 | 38% |
| Insurance | Medical Insurance | Being categorised | 11 | |
| Insurance | Medical Insurance | Income Protection Insurance | 942 | 21% |
| Insurance | Medical Insurance | Long Term Care Insurance | <10 | <30 |
| Insurance | Medical Insurance | Personal Accident Insurance | 135 | 23% |
| Insurance | Medical Insurance | Private Medical or Dental Insurance | 1938 | 22% |
| Insurance | Motor Insurance | Being categorised | 30 | |
| Insurance | Motor Insurance | Car or Motorcycle Insurance | 13420 | 35% |
| Insurance | Motor Insurance | Caravan Insurance | 150 | 31% |
| Insurance | Motor Insurance | Commercial Vehicle Insurance | 1429 | 44% |
| Insurance | Motor Insurance | GAP (Guaranteed Asset Protection Insurance) | 133 | 38% |
| Insurance | Motor Insurance | Motor Warranties | 511 | 41% |
| Insurance | Motor Insurance | Roadside Assistance Insurance | 950 | 44% |
| Insurance | Personal Belongings Insurance (Standalone) | Being categorised | <10 | |
| Insurance | Personal Belongings Insurance (Standalone) | Bicycle Insurance | 76 | 27% |
| Insurance | Personal Belongings Insurance (Standalone) | Gadget Insurance | 561 | 27% |
| Insurance | Personal Belongings Insurance (Standalone) | Golf Equipment Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Jewellery Insurance | 52 | 23% |
| Insurance | Personal Belongings Insurance (Standalone) | Military Kit Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Mobile Phone Insurance | 899 | 25% |
| Insurance | Personal Belongings Insurance (Standalone) | Musical Instrument Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Photography Equipment Insurance | 12 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Workman's Tools Insurance | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | Being categorised | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Business Loan) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Catalogue Shopping) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Credit Card) | 27 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Hire Purchase) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Mortgage) | 50 | 11% |
| Insurance | PPI (Payment Protection Insurance) | PPI (Overdraft) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Personal Loan) | 29 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Secured Loan - not a mortgage) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Store Card) | <30 | |
| Insurance | Travel Insurance Cover | Being categorised | <10 | |
| Insurance | Travel Insurance Cover | Travel Insurance | 4451 | 36% |
| Investments | Being categorised | Being categorised | 18 | |
| Investments | Bonds and Non-Deposit Savings Plans | Being categorised | 26 | |
| Investments | Bonds and Non-Deposit Savings Plans | Children's Savings Plans | 64 | 26% |
| Investments | Bonds and Non-Deposit Savings Plans | Corporate Bonds | 32 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Long Term Care Bonds | 13 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Mini-bonds | 68 | 85% |
| Investments | Bonds and Non-Deposit Savings Plans | Offshore Bonds | 66 | 51% |
| Investments | Bonds and Non-Deposit Savings Plans | Treasury Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Unit Linked Bonds | 294 | 39% |
| Investments | Bonds and Non-Deposit Savings Plans | With-profits Bonds | 103 | 41% |
| Investments | Derivatives | Being categorised | <10 | |
| Investments | Derivatives | CFDs (Contracts for Difference) | 260 | 18% |
| Investments | Derivatives | Interest Rate Hedge | <10 | <30 |
| Investments | Derivatives | Rolling Spot Forex | <10 | <30 |
| Investments | Derivatives | Spread Betting | 69 | 18% |
| Investments | Endowments | Being categorised | <10 | |
| Investments | Endowments | Endowment Plans (Unit Linked) | 24 | 30% |
| Investments | Endowments | Endowment Plans (With-profits) | 45 | 30% |
| Investments | Endowments | Mortgage Endowments (Unit Linked) | 32 | <30 |
| Investments | Endowments | Mortgage Endowments (With-profits) | 25 | <30 |
| Investments | Endowments | Traded Endowments | <10 | |
| Investments | Investment Funds | Being categorised | 25 | |
| Investments | Investment Funds | Exchange Traded Funds | 53 | <30 |
| Investments | Investment Funds | Investment Trusts | 181 | 38% |
| Investments | Investment Funds | Non-Structured Periodically Guaranteed Funds | - | <30 |
| Investments | Investment Funds | OEICs (Open-ended Investment Companies) | 38 | 45% |
| Investments | Investment Funds | Unit Trusts | 87 | 41% |
| Investments | ISAs and PEPs | Being categorised | 31 | |
| Investments | ISAs and PEPs | Innovative Finance ISA | 11 | <30 |
| Investments | ISAs and PEPs | Lifetime ISA (investment only) | 78 | 40% |
| Investments | ISAs and PEPs | PEPs (Personal Equity Plan) | 10 | <30 |
| Investments | ISAs and PEPs | Stocks and Shares ISA | 1448 | 39% |
| Investments | Mixed Investment Portfolios | Advisory Service | 299 | 44% |
| Investments | Mixed Investment Portfolios | Being categorised | 10 | |
| Investments | Mixed Investment Portfolios | Discretionary Service | 87 | 41% |
| Investments | Non-mainstream Investments | Business Relief | <10 | <30 |
| Investments | Non-mainstream Investments | Crowdfunding (investment-based) | 46 | 23% |
| Investments | Non-mainstream Investments | Direct Property Investments | 12 | <30 |
| Investments | Non-mainstream Investments | EIS (Enterprise Investment Scheme) | 36 | 44% |
| Investments | Non-mainstream Investments | Peer to peer lending (Lending money) | 28 | 26% |
| Investments | Non-mainstream Investments | UCIS (Unregulated Collective Investment Scheme) | 11 | <30 |
| Investments | Stocks and Shares | Being categorised | 21 | |
| Investments | Stocks and Shares | Employee Share Scheme | 64 | 36% |
| Investments | Stocks and Shares | Registrar Services | 11 | <30 |
| Investments | Stocks and Shares | Share Dealings | 883 | 24% |
| Investments | Structured Investments | Being categorised | <10 | |
| Investments | Structured Investments | Capital Protected Structured Products | <10 | <30 |
| Investments | Structured Investments | SCARPs (Structured Capital at Risk Products) | <10 | |
| Mortgages | Being categorised | Being categorised | <10 | |
| Mortgages | Buy-to-let Mortgages | Being categorised | 17 | |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgage (Consumer or Non-consumer) | 743 | 25% |
| Mortgages | Equity Release | Being categorised | <10 | |
| Mortgages | Equity Release | Home Reversion Plans | <10 | <30 |
| Mortgages | Equity Release | Lifetime Mortgage | 255 | 19% |
| Mortgages | Equity Release | Shared Appreciation Mortgage | 18 | <30 |
| Mortgages | Non-Mortgage Residential Finance | Home Purchase Plans (HPPs) | <10 | <30 |
| Mortgages | Residential Mortgages | Being categorised | 38 | |
| Mortgages | Residential Mortgages | Bridging Loan | 76 | 32% |
| Mortgages | Residential Mortgages | First Charge (Repayment) | - | <30 |
| Mortgages | Residential Mortgages | First Charge Mortgage | 4553 | 27% |
| Mortgages | Residential Mortgages | Help to Buy and Shared Equity Loans | 110 | 64% |
| Mortgages | Residential Mortgages | Second Charge Mortgage | 437 | 34% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | AVC (Additional Voluntary Contributions) provided by OPS | 27 | 30% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | Being categorised | <10 | |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | FSAVC (Free Standing Additional Voluntary Contributions) | 30 | <30 |
| Pensions and Annuities | Annuities | Being categorised | 11 | |
| Pensions and Annuities | Annuities | Conventional Annuities | 360 | 39% |
| Pensions and Annuities | Annuities | Enhanced or Impaired Life Annuities | 29 | <30 |
| Pensions and Annuities | Being categorised | Being categorised | <10 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Being categorised | 19 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Benefit Transfer (Not to SIPP) | 311 | 64% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Contribution Transfer (Not to SIPP) | 62 | 57% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | EPP (Executive Pension Plans) | 17 | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | SSAS (Small Self Administered Schemes) | 21 | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Transfer between two OPS | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Being categorised | 38 | |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Mortgages | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Term Assurance | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Personal Pensions | 3777 | 49% |
| Pensions and Annuities | Private Pensions (not SIPPs) | QROPS (Qualifying Recognised Overseas Pension Scheme) | 12 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Section 32 Plans | 39 | 48% |
| Pensions and Annuities | Private Pensions (not SIPPs) | SERPS (State Earnings Related Pensions Schemes) | 18 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Being categorised | 61 | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Defined Benefit Transfer (To SIPP) | 202 | 57% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Discretionary Fund Management (DFM) | 42 | 31% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Family Pension Trusts | 10 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Investment Platforms | 127 | 46% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Standard Investments | 611 | 57% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | UCIS and other Non-Standard Investments | 106 | 77% |
| Total | 214649 | 30% |