We regularly publish data and insight about the complaints we receive. The information on this page is about complaints received during the first quarter (Q1) of this financial year, April to June 2025/26.

The data on this page has been rounded to the nearest 100. Exact figures are available in the table below.

We also publish a 15-month snapshot of data to make it easy to compare trends over the previous quarters.

Q1 2025/26 – at a glance

68,000

new complaints

31%

overall uphold rate across all products 

  • We processed 68,000 new complaints between April and June 2025. 
  • This is a notable decrease from 74,600 complaints reported in the same period last year.
  • Of the cases we resolved this quarter – across all financial products – we upheld 31% in favour of the consumer.
  • The most complained about product was hire purchase (motor). 

The top five most complained about product

We have seen lower levels of complaints about everyday financial products such as current accounts, credit cards and motor insurance compared to the same period reported last year. 

The top five most complained about products this quarter were:

  1. Hire purchase (motor) – 24,300
  2. Current accounts – 7,800
  3. Credit cards – 6,600
  4. Conditional sale (motor) – 3,300
  5. Car/motorcycle insurance – 2,800

Download the data: New complaints about the top five most complained about products (XLSX 9KB)

Hire purchase was the most complained about product this quarter

Most complaints about hire purchase (motor) were related to motor finance commission.

In total, across all financial products, we processed 21,500 new complaints about motor finance commission – down from 36,000 cases reported in the last three months of 2024/25.

Trends across the quarter

Complaints about unaffordable lending have halved this quarter 

Complaints about lending that people felt was irresponsible or unaffordable have dropped by half. In the first three months of this year, we processed 10,000 new cases, compared to 21,600 reported at the same time last year.

A decrease in the number of new fraud and scams complaints

Consumers lodged 6,800 complaints about fraud and scams this quarter, compared to 8,800 cases reported in the first quarter of 2024/25.

Around half of these complaints (3,400) were about authorised push payment scams, where people are tricked into sending money to a scammer.

Complaints brought by professional representatives

We recently introduced charges for professional representatives who bring more than ten complaints a year. This is one of the measures we’ve introduced to modernise our service, you can read more about the other measures we’re proposing to introduce in our joint consultation with the Financial Conduct Authority (FCA). 

This quarter, 30,800 cases were brought by professional representatives, compared to 36,600 at the same time last year.

Before charging, we saw a high proportion of withdrawn and abandoned cases brought by professional representatives. We anticipate fewer cases in the next few months as representatives bring better-evidenced complaints.

View or download our 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.

Product industry Product group Product New complaints Uphold %
Banking and Payments Banking Services Being categorised 10  
Banking and Payments Banking Services CHAPS Payments 19 <30
Banking and Payments Banking Services Executorships or Trusteeships <10 <30
Banking and Payments Banking Services Foreign Currency <10 <30
Banking and Payments Banking Services International Transfers 101 27%
Banking and Payments Banking Services Safe Custody <10 <30
Banking and Payments Being categorised Being categorised 10  
Banking and Payments Business Banking Being categorised <10  
Banking and Payments Business Banking Business Current Accounts 795 31%
Banking and Payments Business Banking Business Overdrafts 47 10%
Banking and Payments Business Banking Merchant Services 121 35%
Banking and Payments Business Lending Being categorised <10  
Banking and Payments Business Lending Bounce Back Loans (BBLS) 97 13%
Banking and Payments Business Lending Business Loans (Not secured on land) 94 21%
Banking and Payments Business Lending Commercial Mortgages 35 21%
Banking and Payments Business Lending Coronavirus Business Interruption Loans (CBILS) <10 <30
Banking and Payments Business Lending Recovery Loans (RLS) <10 <30
Banking and Payments Credit Card Accounts Balance Transfers 43 38%
Banking and Payments Credit Card Accounts Being categorised <10  
Banking and Payments Credit Card Accounts Credit Cards 6,591 25%
Banking and Payments Payment Services Account Information Services (Open Banking) <10 <30
Banking and Payments Payment Services Being categorised 10  
Banking and Payments Payment Services Electronic Money (e-money) 1,732 32%
Banking and Payments Payment Services Money Remittance 34 <30
Banking and Payments Payment Services Payment Initiation Services (Open Banking) <10 <30
Banking and Payments Payment Services Payment Instruments 27 11%
Banking and Payments Payment Services Pre-paid Cards 14 <30
Banking and Payments Personal Bank Accounts Being categorised 35  
Banking and Payments Personal Bank Accounts Cheques 51 38%
Banking and Payments Personal Bank Accounts Current Accounts 7,803 28%
Banking and Payments Personal Bank Accounts Debit Cards 375 27%
Banking and Payments Personal Bank Accounts Direct Debits 89 28%
Banking and Payments Personal Bank Accounts Online Banking 69 29%
Banking and Payments Personal Bank Accounts Overdrafts 1,100 38%
Banking and Payments Personal Bank Accounts Packaged Bank Accounts 122 21%
Banking and Payments Personal Bank Accounts Standing Orders <10 <30
Banking and Payments Savings Being categorised 15  
Banking and Payments Savings Cash ISAs (including cash lifetime ISAs and help to buy ISAs) 391 37%
Banking and Payments Savings Deposits and Savings Accounts (excluding Cash ISAs) 283 28%
Banking and Payments Savings Premium Bonds (NS&I only) 55 41%
Banking and Payments Savings Savings Certificates or Bonds 55 27%
Being categorised Being categorised Being categorised <10  
Consumer Credit Being categorised Being categorised <10  
Consumer Credit Credit Services Being categorised <10  
Consumer Credit Credit Services Credit Broking <10 <30
Consumer Credit Credit Services Credit Records 210 34%
Consumer Credit Debt Services Debt Adjusting <10 <30
Consumer Credit Debt Services Debt Collection 369 34%
Consumer Credit Debt Services Debt Counselling (inc. Debt Management Plans) 32 <30
Consumer Credit Finance Linked to Goods and Services Being categorised 122  
Consumer Credit Finance Linked to Goods and Services Catalogue Shopping 440 29%
Consumer Credit Finance Linked to Goods and Services Conditional Sale (Motor) 3,332 25%
Consumer Credit Finance Linked to Goods and Services Conditional Sale (Non-motor) 56 <30
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Motor) 24,289 31%
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Non-motor, non-rent to own) 48 <30
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Rent to own) 22 <30
Consumer Credit Finance Linked to Goods and Services Hiring, Leasing or Renting (Motor) 631 40%
Consumer Credit Finance Linked to Goods and Services Hiring, Leasing or Renting (Non-motor) 36 <30
Consumer Credit Finance Linked to Goods and Services Point of Sale Loans (Motor) 132 18%
Consumer Credit Finance Linked to Goods and Services Point of Sale Loans (Non-motor) 955 47%
Consumer Credit Finance Linked to Goods and Services Store Card Accounts 80 24%
Consumer Credit Loans Guarantor Loans 43 52%
Consumer Credit Loans Home Credit <10 <30
Consumer Credit Loans Logbook Loans <10 <30
Consumer Credit Loans Pawnbroking 13 <30
Consumer Credit Loans Peer to peer lending (Borrowing money) <10 <30
Consumer Credit Loans Personal Loans 1,904 26%
Consumer Credit Loans Short Term Lending (Instalment Loans) 262 18%
Consumer Credit Loans Short Term Lending (Payday Loans) 129 17%
Consumer Credit Loans Short Term Lending (Running Account Credit) 37 22%
Funeral Planning Services Funeral Plans Being categorised <10  
Funeral Planning Services Funeral Plans Pre-paid Funeral Plans 50 36%
Insurance Animal Insurance Being categorised <10  
Insurance Animal Insurance Horse Insurance <10 <30
Insurance Animal Insurance Livestock Insurance <10 <30
Insurance Animal Insurance Pet Insurance 509 49%
Insurance Being categorised Being categorised <10  
Insurance Household and Commercial Property Insurance Being categorised <10  
Insurance Household and Commercial Property Insurance Building Guarantees 81 53%
Insurance Household and Commercial Property Insurance Buildings Insurance 1,668 38%
Insurance Household and Commercial Property Insurance Commercial Property Insurance 308 37%
Insurance Household and Commercial Property Insurance Contents Insurance 409 32%
Insurance Household and Commercial Property Insurance Home Emergency Insurance 450 40%
Insurance Household and Commercial Property Insurance Household Warranties 259 31%
Insurance Household and Commercial Property Insurance Marine Insurance 11 <30
Insurance Legal Expenses and Monetary Loss Insurance Being categorised <10  
Insurance Legal Expenses and Monetary Loss Insurance Business Protection Insurance 112 46%
Insurance Legal Expenses and Monetary Loss Insurance Card Protection Insurance <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Commercial Legal Expenses Insurance 29 <30
Insurance Legal Expenses and Monetary Loss Insurance Covenant Indemnity Insurance <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Legal Expenses Insurance 196 30%
Insurance Legal Expenses and Monetary Loss Insurance Rent Protection Insurance <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Special Event Insurance (Non-wedding insurance) <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Special Event Insurance (Wedding insurance) <10 <30
Insurance Life and Critical Illness Cover Being categorised 27  
Insurance Life and Critical Illness Cover Critical Illness Cover 163 14%
Insurance Life and Critical Illness Cover Family Income Plan <10 <30
Insurance Life and Critical Illness Cover Term Assurance 199 18%
Insurance Life and Critical Illness Cover Whole of Life Assurance (Non-reviewable) 66 29%
Insurance Life and Critical Illness Cover Whole of Life Assurance (Reviewable) 113 43%
Insurance Medical Insurance Being categorised 588 25%
Insurance Medical Insurance Income Protection Insurance <10 19%
Insurance Medical Insurance Long Term Care Insurance <10 <30
Insurance Medical Insurance Personal Accident Insurance 23 25%
Insurance Medical Insurance Private Medical or Dental Insurance 23 22%
Insurance Motor Insurance Being categorised 14  
Insurance Motor Insurance Car or Motorcycle Insurance 2,843 36%
Insurance Motor Insurance Caravan Insurance 37 31%
Insurance Motor Insurance Commercial Vehicle Insurance 287 43%
Insurance Motor Insurance GAP (Guaranteed Asset Protection Insurance) 42 53%
Insurance Motor Insurance Motor Warranties 109 41%
Insurance Motor Insurance Roadside Assistance Insurance 181 42%
Insurance Personal Belongings Insurance (Standalone) Being categorised 13  
Insurance Personal Belongings Insurance (Standalone) Bicycle Insurance 11 <30
Insurance Personal Belongings Insurance (Standalone) Gadget Insurance 128 30%
Insurance Personal Belongings Insurance (Standalone) Golf Equipment Insurance <10  
Insurance Personal Belongings Insurance (Standalone) Jewellery Insurance 15 <30
Insurance Personal Belongings Insurance (Standalone) Military Kit Insurance <10 <30
Insurance Personal Belongings Insurance (Standalone) Mobile Phone Insurance 208 32%
Insurance Personal Belongings Insurance (Standalone) Musical Instrument Insurance   <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 (Credit Card) <10 <30
Insurance PPI (Payment Protection Insurance) PPI (Hire Purchase) <10  
Insurance PPI (Payment Protection Insurance) PPI (Mortgage) 16 <30
Insurance PPI (Payment Protection Insurance) PPI (Personal Loan) <10  
Insurance PPI (Payment Protection Insurance) PPI (Store Card)   <30
Insurance Travel Insurance Cover Being categorised <10  
Insurance Travel Insurance Cover Travel Insurance 996 36%
Investments Being categorised Being categorised 17  
Investments Bonds and Non-Deposit Savings Plans Being categorised 30  
Investments Bonds and Non-Deposit Savings Plans Children's Savings Plans 17 <30
Investments Bonds and Non-Deposit Savings Plans Corporate Bonds <10 <30
Investments Bonds and Non-Deposit Savings Plans Fixed Rate Bonds <10  
Investments Bonds and Non-Deposit Savings Plans Long Term Care Bonds <10 <30
Investments Bonds and Non-Deposit Savings Plans Mini-bonds 17 <30
Investments Bonds and Non-Deposit Savings Plans Offshore Bonds <10 <30
Investments Bonds and Non-Deposit Savings Plans Treasury Bonds <10  
Investments Bonds and Non-Deposit Savings Plans Unit Linked Bonds 60 32%
Investments Bonds and Non-Deposit Savings Plans With-profits Bonds 29 24%
Investments Derivatives CFDs (Contracts for Difference) 57 24%
Investments Derivatives Interest Rate Hedge   <30
Investments Derivatives Rolling Spot Forex <10 <30
Investments Derivatives Spread Betting 14 <30
Investments Endowments Being categorised <10  
Investments Endowments Endowment Plans (Unit Linked) <10 <30
Investments Endowments Endowment Plans (With-profits) <10 <30
Investments Endowments Mortgage Endowments (Unit Linked) 12 <30
Investments Endowments Mortgage Endowments (With-profits) <10 <30
Investments Investment Funds Being categorised 14  
Investments Investment Funds Exchange Traded Funds <10 <30
Investments Investment Funds Investment Trusts 52 36%
Investments Investment Funds Non-Structured Periodically Guaranteed Funds <10  
Investments Investment Funds OEICs (Open-ended Investment Companies) <10 <30
Investments Investment Funds Unit Trusts 28 <30
Investments ISAs and PEPs Being categorised 21  
Investments ISAs and PEPs Innovative Finance ISA <10 <30
Investments ISAs and PEPs Lifetime ISA (investment only) 24 <30
Investments ISAs and PEPs PEPs (Personal Equity Plan) <10 <30
Investments ISAs and PEPs Stocks and Shares ISA 361 39%
Investments Mixed Investment Portfolios Advisory Service 85 49%
Investments Mixed Investment Portfolios Being categorised <10  
Investments Mixed Investment Portfolios Discretionary Service 15 36%
Investments Non-mainstream Investments Being categorised <10  
Investments Non-mainstream Investments Business Relief <10 <30
Investments Non-mainstream Investments Crowdfunding (investment-based) <10 <30
Investments Non-mainstream Investments Direct Property Investments <10  
Investments Non-mainstream Investments EIS (Enterprise Investment Scheme) <10 <30
Investments Non-mainstream Investments Peer to peer lending (Lending money) <10 <30
Investments Non-mainstream Investments UCIS (Unregulated Collective Investment Scheme) <10 <30
Investments Stocks and Shares Being categorised 12  
Investments Stocks and Shares Employee Share Scheme 13 <30
Investments Stocks and Shares Registrar Services <10  
Investments Stocks and Shares Share Dealings 175 27%
Investments Structured Investments Capital Protected Structured Products   <30
Mortgages Being categorised Being categorised <10  
Mortgages Buy-to-let Mortgages Being categorised <10  
Mortgages Buy-to-let Mortgages Buy-to-let Mortgage (Consumer or Non-consumer) 157 23%
Mortgages Equity Release Being categorised <10  
Mortgages Equity Release Home Reversion Plans <10 <30
Mortgages Equity Release Lifetime Mortgage 53 26%
Mortgages Equity Release Shared Appreciation Mortgage <10 <30
Mortgages Non-Mortgage Residential Finance Being categorised <10  
Mortgages Non-Mortgage Residential Finance Home Purchase Plans (HPPs) <10 <30
Mortgages Residential Mortgages Being categorised 22  
Mortgages Residential Mortgages Bridging Loan 16 <30
Mortgages Residential Mortgages First Charge Mortgage 1,066 25%
Mortgages Residential Mortgages Help to Buy and Shared Equity Loans 38 62%
Mortgages Residential Mortgages Second Charge Mortgage 102 36%
Pensions and Annuities Additional Voluntary Contributions including  FSAVCs AVC (Additional Voluntary Contributions) provided by OPS <10 <30
Pensions and Annuities Additional Voluntary Contributions including  FSAVCs FSAVC (Free Standing Additional Voluntary Contributions) <10 <30
Pensions and Annuities Annuities Being categorised <10  
Pensions and Annuities Annuities Conventional Annuities 73 38%
Pensions and Annuities Annuities Enhanced or Impaired Life Annuities <10 <30
Pensions and Annuities Being categorised Being categorised <10  
Pensions and Annuities Occupational Pension Schemes (OPS) Being categorised 22  
Pensions and Annuities Occupational Pension Schemes (OPS) Defined Benefit Transfer (Not to SIPP) 78 66%
Pensions and Annuities Occupational Pension Schemes (OPS) Defined Contribution Transfer (Not to SIPP) 14 <30
Pensions and Annuities Occupational Pension Schemes (OPS) EPP  (Executive Pension Plans)   <30
Pensions and Annuities Occupational Pension Schemes (OPS) SSAS (Small Self Administered Schemes) <10 <30
Pensions and Annuities Occupational Pension Schemes (OPS) Transfer between two OPS 12 <30
Pensions and Annuities Private Pensions (not SIPPs) Being categorised 37  
Pensions and Annuities Private Pensions (not SIPPs) Pension Mortgages <10  
Pensions and Annuities Private Pensions (not SIPPs) Pension Term Assurance <10 <30
Pensions and Annuities Private Pensions (not SIPPs) Personal Pensions 1,122 51%
Pensions and Annuities Private Pensions (not SIPPs) QROPS (Qualifying Recognised Overseas Pension Scheme)   <30
Pensions and Annuities Private Pensions (not SIPPs) Section 32 Plans <10 <30
Pensions and Annuities Private Pensions (not SIPPs) SERPS (State Earnings Related Pensions Schemes) <10 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Being categorised 54  
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Defined Benefit Transfer (To SIPP) 85 55%
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Discretionary Fund Management (DFM) 17 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Investment Platforms 22 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Standard Investments 97 66%
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) UCIS and other Non-Standard Investments 14 83%
    Grand total 68,029 31%

About this data

We publish complaints data on financial products and services every quarter and updates on business complaints data every six months. Our quarterly updates on financial products and services include the number of enquiries and new cases we received, and the proportion of complaints resolved in favour of customers.

For information on the complaints we received about claims management companies (CMCs), please see our CMC quarterly data.

 

  • In each release of quarterly data (about both financial products and relating to complaints about claims management companies), we publish the number of new enquiries and new complaints received in the period, together with the number of ombudsman referrals and the percentage of cases upheld in favour of the customer.

    We publish data about products and services where we have received at least 10 new complaints in the reporting period. Products and services where we have received at least one, but fewer than 10 new complaints, are denoted as “<10”. We publish an uphold rate where we have resolved 30 or more complaints about the relevant product or service in the period.