Every year we share a review of our work across the financial year.
We share product or sector specific data, and insight from our experience about the complaints we have seen during the year, 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 (CMC) is published separately.
On this page, you can find detail about:
2024/25 – the year at a glance
305,726
new complaints
34%
overall uphold rate across all products
- Overall, we received 305,726 new complaints in 2024/25, the highest level of complaints for six years.
- This is a 54% increase when compared to the 198,798 complaints reported in the previous year.
- Complaints saw significant rises, with complaints about some issues and products at their highest ever recorded level.
- The most complained about product was Hire Purchase (motor)
- On average, across all financial products, the Financial Ombudsman Service upheld 34% of the complaints it resolved.
The top five most complained about products
We continue to see high volumes of complaints across the top five most complained about financial products and services.
Download the data: Top 5 most complained-about products (XLSX 9KB)
Trends across the year 2024/25
We saw significant rises across most of the main product complaint areas – with some issues and products at their highest ever recorded level. This includes complaints about motor finance commission, fraud and scams and credit cards.
Overall this year, we received 305,726 complaints about financial products. The last time we received more complaints was in 2018/19, when we received 388,392 complaints.
Hire purchase (motor) is the most complained about product. In 2024/25 we received 76,160 complaints about hire purchase (motor) compared to 21,441 in 2023/24.
We received 60,364 complaints about credit cards, compared to 24,402 in 2023/24. The most complained about issues were irresponsible or unaffordable lending, administration or customer service and complaints about Section 75.
We received 36,221 complaints about current accounts, compared to 30,635 in 2023/24. The most complained about issue in relation to current accounts was fraud and scams.
Download the data: Time series of the top five most complained about products (XLSX 9KB)
Complaints about banking and payments
Total new complaints: 122,894
Overall uphold rate: 32%
Most complained-about product: Credit cards – 60,364
Complaints about consumer credit
Total new complaints: 117,585
Overall uphold rate: 32%
Most complained-about product: Hire purchase (motor) – 76,160
Complaints about mortgages
Total new complaints: 6,895
Most complained-about product: First charge mortgage – 5,086
Overall uphold rate:32%
Complaints about insurance
Total new complaints: 45,606
Most complained-about product: Car or motorcycle insurance – 14,082
Overall uphold rate: 38%
Complaints about investments
Total new complaints: 5,032
Most complained-about product: Stocks and Shares ISA – 1,655
Overall uphold rate: 36%
Complaints about pensions
Total new complaints: 7,399
Most complained-about product: Personal pensions – 4,698
Overall uphold rate: 48%
Other trends across the year
Complaints bought by professional representatives
Around half of total complaints this year were brought by professional representatives, compared to 25% brought by professional representatives during the 2023/24 financial year, and 18% the year before that. This growth has mainly been in credit affordability and car finance complaints.
Download the data: Complaints from professional representatives (XLSX 9KB)
In 2024/25 we upheld 34% of complaints in the consumers’ favour, compared to 37% in 2023/24. In 2024/25, around 27% of complaints brought by professional representatives were upheld compared to 31% in 2023/24.
We recently introduced charges for professional representatives who bring more than ten complaints a year.
We publish guidance for professional representatives on referring a complaint to us for investigation, it includes links to the complaint form to use as well as other resources and useful information.
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 | 16 | |
| Banking and Payments | Banking Services | CHAPS Payments | 35 | 52% |
| Banking and Payments | Banking Services | Executorships or Trusteeships | 32 | <30 |
| Banking and Payments | Banking Services | Foreign Currency | 60 | 39% |
| Banking and Payments | Banking Services | International Transfers | 367 | 40% |
| Banking and Payments | Banking Services | Safe Custody | 32 | 37% |
| Banking and Payments | Being categorised | Being categorised | 31 | |
| Banking and Payments | Business Banking | Being categorised | 12 | |
| Banking and Payments | Business Banking | Business Current Accounts | 3,590 | 40% |
| Banking and Payments | Business Banking | Business Overdrafts | 221 | 19% |
| Banking and Payments | Business Banking | Merchant Services | 673 | 36% |
| Banking and Payments | Business Lending | Being categorised | <10 | |
| Banking and Payments | Business Lending | Bounce Back Loans (BBLS) | 405 | 25% |
| Banking and Payments | Business Lending | Business Loans (Not secured on land) | 305 | 24% |
| Banking and Payments | Business Lending | Commercial Mortgages | 169 | 24% |
| Banking and Payments | Business Lending | Coronavirus Business Interruption Loans (CBILS) | 20 | <30 |
| Banking and Payments | Business Lending | Recovery Loans (RLS) | 12 | <30 |
| Banking and Payments | Credit Card Accounts | Balance Transfers | 146 | 32% |
| Banking and Payments | Credit Card Accounts | Being categorised | 11 | |
| Banking and Payments | Credit Card Accounts | Credit Cards | 60,364 | 27% |
| Banking and Payments | Payment Services | Account Information Services (Open Banking) | 27 | <30 |
| Banking and Payments | Payment Services | Being categorised | <10 | |
| Banking and Payments | Payment Services | Electronic Money (e-money) | 9,070 | 32% |
| Banking and Payments | Payment Services | Money Remittance | 141 | 28% |
| Banking and Payments | Payment Services | Payment Initiation Services (Open Banking) | 24 | <30 |
| Banking and Payments | Payment Services | Payment Instruments | 186 | 29% |
| Banking and Payments | Payment Services | Payments Charged to Mobile Phone Bill | <10 | <30 |
| Banking and Payments | Payment Services | Pre-paid Cards | 79 | 49% |
| Banking and Payments | Personal Bank Accounts | Being categorised | 41 | |
| Banking and Payments | Personal Bank Accounts | Cheques | 244 | 36% |
| Banking and Payments | Personal Bank Accounts | Current Accounts | 36,221 | 35% |
| Banking and Payments | Personal Bank Accounts | Debit Cards | 1,835 | 32% |
| Banking and Payments | Personal Bank Accounts | Direct Debits | 325 | 24% |
| Banking and Payments | Personal Bank Accounts | Online Banking | 473 | 32% |
| Banking and Payments | Personal Bank Accounts | Overdrafts | 3,756 | 51% |
| Banking and Payments | Personal Bank Accounts | Packaged Bank Accounts | 500 | 24% |
| Banking and Payments | Personal Bank Accounts | Standing Orders | 30 | 40% |
| Banking and Payments | Savings | Being categorised | 19 | |
| Banking and Payments | Savings | Cash ISAs (including cash lifetime ISAs and help to buy ISAs) | 1,510 | 43% |
| Banking and Payments | Savings | Deposits and Savings Accounts (excluding Cash ISAs) | 1,349 | 36% |
| Banking and Payments | Savings | Premium Bonds (NS&I only) | 327 | 48% |
| Banking and Payments | Savings | Savings Certificates or Bonds | 212 | 44% |
| Consumer Credit | Being categorised | Being categorised | <10 | |
| Consumer Credit | Credit Services | Credit Broking | 161 | 16% |
| Consumer Credit | Credit Services | Credit Records | 760 | 35% |
| Consumer Credit | Debt Services | Being categorised | <10 | |
| Consumer Credit | Debt Services | Debt Adjusting | 14 | <30 |
| Consumer Credit | Debt Services | Debt Collection | 1,370 | 31% |
| Consumer Credit | Debt Services | Debt Counselling (inc. Debt Management Plans) | 60 | 26% |
| Consumer Credit | Finance Linked to Goods and Services | Being categorised | 2,892 | |
| Consumer Credit | Finance Linked to Goods and Services | Catalogue Shopping | 3,276 | 27% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Motor) | 11,521 | 27% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Non-motor) | 213 | 58% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Motor) | 76,160 | 29% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Non-motor, non-rent to own) | 141 | 51% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Rent to own) | 83 | 50% |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Motor) | 2,190 | 34% |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Non-motor) | 125 | 60% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Motor) | 1,514 | 33% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Non-motor) | 6,397 | 47% |
| Consumer Credit | Finance Linked to Goods and Services | Store Card Accounts | 464 | 27% |
| Consumer Credit | Loans | Being categorised | <10 | |
| Consumer Credit | Loans | Guarantor Loans | 177 | 27% |
| Consumer Credit | Loans | Home Credit | 22 | <30 |
| Consumer Credit | Loans | Logbook Loans | 36 | <30 |
| Consumer Credit | Loans | Pawnbroking | 39 | 14% |
| Consumer Credit | Loans | Peer to peer lending (Borrowing money) | 45 | <30 |
| Consumer Credit | Loans | Personal Loans | 7,957 | 32% |
| Consumer Credit | Loans | Short Term Lending (Instalment Loans) | 1,126 | 25% |
| Consumer Credit | Loans | Short Term Lending (Payday Loans) | 677 | 24% |
| Consumer Credit | Loans | Short Term Lending (Running Account Credit) | 153 | 31% |
| Funeral Planning Services | Funeral Plans | Being categorised | <10 | |
| Funeral Planning Services | Funeral Plans | Pre-paid Funeral Plans | 294 | 38% |
| Insurance | Animal Insurance | Horse Insurance | 48 | 33% |
| Insurance | Animal Insurance | Livestock Insurance | <10 | |
| Insurance | Animal Insurance | Pet Insurance | 2,286 | 42% |
| Insurance | Being categorised | Being categorised | 12 | |
| Insurance | Household and Commercial Property Insurance | Being categorised | <10 | |
| Insurance | Household and Commercial Property Insurance | Building Guarantees | 398 | 41% |
| Insurance | Household and Commercial Property Insurance | Buildings Insurance | 7,321 | 41% |
| Insurance | Household and Commercial Property Insurance | Commercial Property Insurance | 1,582 | 41% |
| Insurance | Household and Commercial Property Insurance | Contents Insurance | 1,671 | 34% |
| Insurance | Household and Commercial Property Insurance | Home Emergency Insurance | 1,481 | 39% |
| Insurance | Household and Commercial Property Insurance | Household Warranties | 1,070 | 36% |
| Insurance | Household and Commercial Property Insurance | Marine Insurance | 68 | 29% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Being categorised | <10 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Business Protection Insurance | 418 | 35% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Card Protection Insurance | 12 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Commercial Legal Expenses Insurance | 118 | 29% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Covenant Indemnity Insurance | 11 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Legal Expenses Insurance | 817 | 27% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Rent Protection Insurance | 77 | 21% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Non-wedding insurance) | 44 | 38% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Wedding insurance) | 11 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Tax Liability Insurance | <10 | <30 |
| Insurance | Life and Critical Illness Cover | Being categorised | 32 | |
| Insurance | Life and Critical Illness Cover | Critical Illness Cover | 572 | 16% |
| Insurance | Life and Critical Illness Cover | Family Income Plan | <10 | <30 |
| Insurance | Life and Critical Illness Cover | Term Assurance | 875 | 19% |
| Insurance | Life and Critical Illness Cover | Term Assurance (Life Only) | <30 | |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Non-reviewable) | 345 | 20% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Reviewable) | 523 | 43% |
| Insurance | Medical Insurance | Income Protection Insurance | 805 | 20% |
| Insurance | Medical Insurance | Long Term Care Insurance | <10 | <30 |
| Insurance | Medical Insurance | Personal Accident Insurance | 144 | 23% |
| Insurance | Medical Insurance | Private Medical or Dental Insurance | 1,864 | 26% |
| Insurance | Motor Insurance | Being categorised | 20 | |
| Insurance | Motor Insurance | Car or Motorcycle Insurance | 14,082 | 42% |
| Insurance | Motor Insurance | Caravan Insurance | 194 | 36% |
| Insurance | Motor Insurance | Commercial Vehicle Insurance | 1,423 | 47% |
| Insurance | Motor Insurance | GAP (Guaranteed Asset Protection Insurance) | 246 | 41% |
| Insurance | Motor Insurance | Motor Warranties | 462 | 39% |
| Insurance | Motor Insurance | Roadside Assistance Insurance | 889 | 40% |
| Insurance | Personal Belongings Insurance (Standalone) | Being categorised | 18 | |
| Insurance | Personal Belongings Insurance (Standalone) | Bicycle Insurance | 78 | 19% |
| Insurance | Personal Belongings Insurance (Standalone) | Gadget Insurance | 520 | 31% |
| Insurance | Personal Belongings Insurance (Standalone) | Golf Equipment Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Jewellery Insurance | 32 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Military Kit Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Mobile Phone Insurance | 838 | 25% |
| Insurance | Personal Belongings Insurance (Standalone) | Musical Instrument Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Photography Equipment Insurance | 10 | <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 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Catalogue Shopping) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Credit Card) | 48 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Hire Purchase) | 19 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Mortgage) | 103 | 24% |
| Insurance | PPI (Payment Protection Insurance) | PPI (Overdraft) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Personal Loan) | 42 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Secured Loan - not a mortgage) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Store Card) | <10 | <30 |
| Insurance | Travel Insurance Cover | Being categorised | <10 | |
| Insurance | Travel Insurance Cover | Travel Insurance | 3,900 | 40% |
| Investments | Being categorised | Being categorised | 13 | |
| Investments | Bonds and Non-Deposit Savings Plans | Being categorised | 34 | |
| Investments | Bonds and Non-Deposit Savings Plans | Children's Savings Plans | 94 | 25% |
| Investments | Bonds and Non-Deposit Savings Plans | Corporate Bonds | 20 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Fixed Rate Bonds | 48 | 44% |
| Investments | Bonds and Non-Deposit Savings Plans | Long Term Care Bonds | 13 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Mini-bonds | 188 | 84% |
| Investments | Bonds and Non-Deposit Savings Plans | Offshore Bonds | 55 | 43% |
| Investments | Bonds and Non-Deposit Savings Plans | Treasury Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Unit Linked Bonds | 315 | 40% |
| Investments | Bonds and Non-Deposit Savings Plans | With-profits Bonds | 142 | 31% |
| Investments | Derivatives | Being categorised | <10 | |
| Investments | Derivatives | CFDs (Contracts for Difference) | 220 | 29% |
| Investments | Derivatives | Interest Rate Hedge | <10 | <30 |
| Investments | Derivatives | Rolling Spot Forex | <10 | <30 |
| Investments | Derivatives | Spread Betting | 50 | 22% |
| Investments | Endowments | Being categorised | <10 | |
| Investments | Endowments | Endowment Plans (Unit Linked) | 43 | 30% |
| Investments | Endowments | Endowment Plans (With-profits) | 71 | 25% |
| Investments | Endowments | Mortgage Endowments (Unit Linked) | 59 | 23% |
| Investments | Endowments | Mortgage Endowments (With-profits) | 37 | 23% |
| Investments | Endowments | Traded Endowments | <10 | |
| Investments | Investment Funds | Being categorised | 22 | |
| Investments | Investment Funds | Exchange Traded Funds | 24 | <30 |
| Investments | Investment Funds | Investment Trusts | 204 | 39% |
| Investments | Investment Funds | Non-Structured Periodically Guaranteed Funds | <10 | |
| Investments | Investment Funds | OEICs (Open-ended Investment Companies) | 48 | 9% |
| Investments | Investment Funds | Unit Trusts | 99 | 36% |
| Investments | ISAs and PEPs | Being categorised | 13 | |
| Investments | ISAs and PEPs | Innovative Finance ISA | 16 | <30 |
| Investments | ISAs and PEPs | Lifetime ISA (investment only) | 60 | 37% |
| Investments | ISAs and PEPs | PEPs (Personal Equity Plan) | 13 | <30 |
| Investments | ISAs and PEPs | Stocks and Shares ISA | 1,655 | 43% |
| Investments | Mainstream Investments | Being categorised | <30 | |
| Investments | Mixed Investment Portfolios | Advisory Service | 382 | 43% |
| Investments | Mixed Investment Portfolios | Being categorised | 12 | |
| Investments | Mixed Investment Portfolios | Discretionary Service | 100 | 29% |
| Investments | Non-mainstream Investments | Business Relief | 10 | <30 |
| Investments | Non-mainstream Investments | Crowdfunding (investment-based) | 53 | 10% |
| Investments | Non-mainstream Investments | Direct Property Investments | 10 | <30 |
| Investments | Non-mainstream Investments | EIS (Enterprise Investment Scheme) | 29 | 31% |
| Investments | Non-mainstream Investments | Partnerships | <10 | |
| Investments | Non-mainstream Investments | Peer to peer lending (Lending money) | 57 | 2% |
| Investments | Non-mainstream Investments | UCIS (Unregulated Collective Investment Scheme) | 19 | <30 |
| Investments | Stocks and Shares | Being categorised | 25 | |
| Investments | Stocks and Shares | Employee Share Scheme | 63 | 45% |
| Investments | Stocks and Shares | Registrar Services | 10 | <30 |
| Investments | Stocks and Shares | Share Dealings | 671 | 29% |
| Investments | Structured Investments | Capital Protected Structured Products | <10 | <30 |
| Investments | Structured Investments | SCARPs (Structured Capital at Risk Products) | <10 | <30 |
| 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) | 778 | 28% |
| Mortgages | Equity Release | Being categorised | <10 | |
| Mortgages | Equity Release | Home Reversion Plans | <10 | <30 |
| Mortgages | Equity Release | Lifetime Mortgage | 258 | 12% |
| Mortgages | Equity Release | Shared Appreciation Mortgage | 29 | <30 |
| Mortgages | Non-Mortgage Residential Finance | Home Purchase Plans (HPPs) | <10 | <30 |
| Mortgages | Residential Mortgages | Being categorised | 46 | |
| Mortgages | Residential Mortgages | Bridging Loan | 40 | <30 |
| Mortgages | Residential Mortgages | First Charge Mortgage | 5,086 | 32% |
| Mortgages | Residential Mortgages | Help to Buy and Shared Equity Loans | 220 | 68% |
| Mortgages | Residential Mortgages | Second Charge Mortgage | 406 | 40% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | AVC (Additional Voluntary Contributions) provided by OPS | 40 | <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) | 50 | 60% |
| Pensions and Annuities | Annuities | Being categorised | 13 | |
| Pensions and Annuities | Annuities | Conventional Annuities | 469 | 39% |
| Pensions and Annuities | Annuities | Enhanced or Impaired Life Annuities | 44 | 39% |
| Pensions and Annuities | Being categorised | Being categorised | 12 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Being categorised | 25 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Benefit Transfer (Not to SIPP) | 332 | 50% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Contribution Transfer (Not to SIPP) | 73 | 49% |
| 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) | 51 | 63% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Transfer between two OPS | 28 | <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 | 4,698 | 43% |
| Pensions and Annuities | Private Pensions (not SIPPs) | QROPS (Qualifying Recognised Overseas Pension Scheme) | 22 | 31% |
| Pensions and Annuities | Private Pensions (not SIPPs) | Section 32 Plans | 64 | 33% |
| Pensions and Annuities | Private Pensions (not SIPPs) | SERPS (State Earnings Related Pensions Schemes) | 28 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Being categorised | 80 | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Defined Benefit Transfer (To SIPP) | 288 | 59% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Discretionary Fund Management (DFM) | 51 | 33% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Family Pension Trusts | <10 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Investment Platforms | 151 | 39% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Standard Investments | 676 | 44% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | UCIS and other Non-Standard Investments | 129 | 89% |
| Being categorised | Being categorised | Being categorised | 18 | <30 |
| Grand total | 305,726 | 34% |