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:
- Hire purchase (motor) – 24,300
- Current accounts – 7,800
- Credit cards – 6,600
- Conditional sale (motor) – 3,300
- 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 | <10 | |
| Insurance | Medical Insurance | Income Protection Insurance | 187 | 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 | 429 | 25% |
| 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.
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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.