We regularly publish data and insight about the complaints we receive. The information on this page is about complaints received during the fourth quarter (Q4) of this financial year, January to March 2024/25.

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

Between January and March 2025, we received 87,692 new complaints about financial products. On average we upheld 33% of the complaints resolved in this quarter. The most complained-about product was Hire Purchase (Motor), followed by Current Accounts. 

The top five most complained-about products in Q4 2024/25 

  1. Hire Purchase (Motor) – 37,230 
  2. Current Accounts – 9,268 
  3. Credit Cards – 9,168  
  4. Car or Motorcycle Insurance – 3,183  
  5. Conditional Sale (Motor) – 3,090  

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.

Product industry Product group Product New complaints Uphold %
Banking and Payments Banking Services Being categorised 11  
Banking and Payments Banking Services CHAPS Payments <10 <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 93 37%
Banking and Payments Banking Services Safe Custody <10 <30
Banking and Payments Being categorised Being categorised 23  
Banking and Payments Business Banking Being categorised <10  
Banking and Payments Business Banking Business Current Accounts 777 32%
Banking and Payments Business Banking Business Overdrafts 44 16%
Banking and Payments Business Banking Merchant Services 142 23%
Banking and Payments Business Lending Being categorised <10  
Banking and Payments Business Lending Bounce Back Loans (BBLS) 82 28%
Banking and Payments Business Lending Business Loans (Not secured on land) 71 22%
Banking and Payments Business Lending Commercial Mortgages 42 19%
Banking and Payments Business Lending Coronavirus Business Interruption Loans (CBILS) <10 <30
Banking and Payments Credit Card Accounts Balance Transfers 41 <30
Banking and Payments Credit Card Accounts Being categorised <10  
Banking and Payments Credit Card Accounts Credit Cards 9,168 29%
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) 2,085 31%
Banking and Payments Payment Services Money Remittance 31 <30
Banking and Payments Payment Services Payment Initiation Services (Open Banking) <10 <30
Banking and Payments Payment Services Payment Instruments 44 38%
Banking and Payments Payment Services Payments Charged to Mobile Phone Bill <10  
Banking and Payments Payment Services Pre-paid Cards 14 <30
Banking and Payments Personal Bank Accounts Being categorised 23  
Banking and Payments Personal Bank Accounts Cheques 54 34%
Banking and Payments Personal Bank Accounts Current Accounts 9,268 32%
Banking and Payments Personal Bank Accounts Debit Cards 369 24%
Banking and Payments Personal Bank Accounts Direct Debits 76 23%
Banking and Payments Personal Bank Accounts Online Banking 107 24%
Banking and Payments Personal Bank Accounts Overdrafts 834 50%
Banking and Payments Personal Bank Accounts Packaged Bank Accounts 106 20%
Banking and Payments Personal Bank Accounts Standing Orders <10 <30
Banking and Payments Savings Being categorised 12  
Banking and Payments Savings Cash ISAs (including cash lifetime ISAs and help to buy ISAs) 346 42%
Banking and Payments Savings Deposits and Savings Accounts (excluding Cash ISAs) 313 30%
Banking and Payments Savings Premium Bonds (NS&I only) 65 42%
Banking and Payments Savings Savings Certificates or Bonds 58 43%
Being categorised Being categorised Being categorised <10 <30
Consumer Credit Being categorised Being categorised <10  
Consumer Credit Credit Services Credit Broking 25 26%
Consumer Credit Credit Services Credit Records 213 32%
Consumer Credit Debt Services Debt Adjusting <10 <30
Consumer Credit Debt Services Debt Collection 354 34%
Consumer Credit Debt Services Debt Counselling (inc. Debt Management Plans) 14 <30
Consumer Credit Debt Services Debt Services <10  
Consumer Credit Finance Linked to Goods and Services Being categorised 822  
Consumer Credit Finance Linked to Goods and Services Catalogue Shopping 724 31%
Consumer Credit Finance Linked to Goods and Services Conditional Sale (Motor) 3,090 28%
Consumer Credit Finance Linked to Goods and Services Conditional Sale (Non-motor) 55 <30
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Motor) 37,230 32%
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Non-motor, non-rent to own) 40 <30
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Rent to own) 30 <30
Consumer Credit Finance Linked to Goods and Services Hiring, Leasing or Renting (Motor) 521 39%
Consumer Credit Finance Linked to Goods and Services Hiring, Leasing or Renting (Non-motor) 31 <30
Consumer Credit Finance Linked to Goods and Services Point of Sale Loans (Motor) 220 33%
Consumer Credit Finance Linked to Goods and Services Point of Sale Loans (Non-motor) 1,063 50%
Consumer Credit Finance Linked to Goods and Services Store Card Accounts 106 21%
Consumer Credit Loans Guarantor Loans 59 <30
Consumer Credit Loans Home Credit <10 <30
Consumer Credit Loans Loans <10  
Consumer Credit Loans Logbook Loans 12 <30
Consumer Credit Loans Pawnbroking <10 <30
Consumer Credit Loans Peer to peer lending (Borrowing money) <10 <30
Consumer Credit Loans Personal Loans 2,251 29%
Consumer Credit Loans Short Term Lending (Instalment Loans) 441 27%
Consumer Credit Loans Short Term Lending (Payday Loans) 279 25%
Consumer Credit Loans Short Term Lending (Running Account Credit) 57 23%
Funeral Planning Services Funeral Plans Being categorised <10  
Funeral Planning Services Funeral Plans Pre-paid Funeral Plans 67 35%
Insurance Animal Insurance Horse Insurance 12 <30
Insurance Animal Insurance Livestock Insurance <10  
Insurance Animal Insurance Pet Insurance 579 52%
Insurance Being categorised Being categorised <10  
Insurance Household and Commercial Property Insurance Being categorised <10  
Insurance Household and Commercial Property Insurance Building Guarantees 81 36%
Insurance Household and Commercial Property Insurance Buildings Insurance 1,740 40%
Insurance Household and Commercial Property Insurance Commercial Property Insurance 321 37%
Insurance Household and Commercial Property Insurance Contents Insurance 453 38%
Insurance Household and Commercial Property Insurance Home Emergency Insurance 439 36%
Insurance Household and Commercial Property Insurance Household Warranties 242 32%
Insurance Household and Commercial Property Insurance Marine Insurance 19 <30
Insurance Legal Expenses and Monetary Loss Insurance Being categorised <10  
Insurance Legal Expenses and Monetary Loss Insurance Business Protection Insurance 107 34%
Insurance Legal Expenses and Monetary Loss Insurance Card Protection Insurance <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Commercial Legal Expenses Insurance 28 <30
Insurance Legal Expenses and Monetary Loss Insurance Covenant Indemnity Insurance <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Legal Expenses Insurance 169 31%
Insurance Legal Expenses and Monetary Loss Insurance Rent Protection Insurance 22 <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 Legal Expenses and Monetary Loss Insurance Tax Liability Insurance   <30
Insurance Life and Critical Illness Cover Being categorised 26  
Insurance Life and Critical Illness Cover Critical Illness Cover 155 14%
Insurance Life and Critical Illness Cover Family Income Plan <10 <30
Insurance Life and Critical Illness Cover Term Assurance 215 16%
Insurance Life and Critical Illness Cover Whole of Life Assurance (Non-reviewable) 84 17%
Insurance Life and Critical Illness Cover Whole of Life Assurance (Reviewable) 82 45%
Insurance Medical Insurance Income Protection Insurance 198 20%
Insurance Medical Insurance Long Term Care Insurance <10 <30
Insurance Medical Insurance Personal Accident Insurance 31 <30
Insurance Medical Insurance Private Medical or Dental Insurance 466 25%
Insurance Motor Insurance Being categorised 15  
Insurance Motor Insurance Car or Motorcycle Insurance 3,183 38%
Insurance Motor Insurance Caravan Insurance 49 37%
Insurance Motor Insurance Commercial Vehicle Insurance 255 49%
Insurance Motor Insurance GAP (Guaranteed Asset Protection Insurance) 48 <30
Insurance Motor Insurance Motor Warranties 96 42%
Insurance Motor Insurance Roadside Assistance Insurance 210 43%
Insurance Personal Belongings Insurance (Standalone) Being categorised 15  
Insurance Personal Belongings Insurance (Standalone) Bicycle Insurance 24 <30
Insurance Personal Belongings Insurance (Standalone) Gadget Insurance 143 27%
Insurance Personal Belongings Insurance (Standalone) Golf Equipment Insurance <10 <30
Insurance Personal Belongings Insurance (Standalone) Jewellery Insurance 10 <30
Insurance Personal Belongings Insurance (Standalone) Military Kit Insurance <10 <30
Insurance Personal Belongings Insurance (Standalone) Mobile Phone Insurance 180 21%
Insurance Personal Belongings Insurance (Standalone) Photography Equipment Insurance <10 <30
Insurance Personal Belongings Insurance (Standalone) Workman's Tools Insurance   <30
Insurance PPI (Payment Protection Insurance) Being categorised <10  
Insurance PPI (Payment Protection Insurance) PPI (Catalogue Shopping) <10  
Insurance PPI (Payment Protection Insurance) PPI (Credit Card) 12 <30
Insurance PPI (Payment Protection Insurance) PPI (Hire Purchase) <10 <30
Insurance PPI (Payment Protection Insurance) PPI (Mortgage) 26 <30
Insurance PPI (Payment Protection Insurance) PPI (Personal Loan) <10 <30
Insurance PPI (Payment Protection Insurance) PPI (Secured Loan - not a mortgage) <10 <30
Insurance PPI (Payment Protection Insurance) PPI (Store Card) <10  
Insurance Travel Insurance Cover Being categorised <10  
Insurance Travel Insurance Cover Travel Insurance 1,023 37%
Investments Being categorised Being categorised 10  
Investments Bonds and Non-Deposit Savings Plans Being categorised 23  
Investments Bonds and Non-Deposit Savings Plans Children's Savings Plans 20 <30
Investments Bonds and Non-Deposit Savings Plans Corporate Bonds <10 <30
Investments Bonds and Non-Deposit Savings Plans Long Term Care Bonds <10 <30
Investments Bonds and Non-Deposit Savings Plans Mini-bonds 40 <30
Investments Bonds and Non-Deposit Savings Plans Offshore Bonds 11 <30
Investments Bonds and Non-Deposit Savings Plans Treasury Bonds <10 <30
Investments Bonds and Non-Deposit Savings Plans Unit Linked Bonds 57 47%
Investments Bonds and Non-Deposit Savings Plans With-Profits Bonds 42 <30
Investments Derivatives CFDs (Contracts for Difference) 54 34%
Investments Derivatives Derivatives <10  
Investments Derivatives Interest Rate Hedge   <30
Investments Derivatives Spread Betting 12 <30
Investments Endowments Endowment Plans (Unit Linked) <10 <30
Investments Endowments Endowment Plans (With-profits) 14 <30
Investments Endowments Endowments <10  
Investments Endowments Mortgage Endowments (Unit Linked) <10 <30
Investments Endowments Mortgage Endowments (With-profits) <10 <30
Investments Endowments Traded Endowments <10  
Investments Investment Funds Being categorised 14  
Investments Investment Funds Exchange Traded Funds <10 <30
Investments Investment Funds Investment Trusts 55 42%
Investments Investment Funds OEICs (Open-ended Investment Companies) <10 <30
Investments Investment Funds Unit Trusts 21 <30
Investments ISAs and PEPs Being categorised 10  
Investments ISAs and PEPs Innovative Finance ISA <10  
Investments ISAs and PEPs Lifetime ISA (investment only) 29 <30
Investments ISAs and PEPs PEPs (Personal Equity Plan) <10 <30
Investments ISAs and PEPs Stocks and Shares ISA 345 49%
Investments Mixed Investment Portfolios Advisory Service 133 49%
Investments Mixed Investment Portfolios Being categorised <10  
Investments Mixed Investment Portfolios Discretionary Service 15 36%
Investments Non-mainstream Investments Business Relief <10 <30
Investments Non-mainstream Investments Crowdfunding (investment-based) 15 <30
Investments Non-mainstream Investments Direct Property Investments <10 <30
Investments Non-mainstream Investments EIS (Enterprise Investment Scheme) <10 <30
Investments Non-mainstream Investments Partnerships <10  
Investments Non-mainstream Investments Peer to peer lending (Lending money) 23 <30
Investments Non-mainstream Investments UCIS (Unregulated Collective Investment Scheme) <10 <30
Investments Stocks and Shares Being categorised 22  
Investments Stocks and Shares Employee Share Scheme 14 <30
Investments Stocks and Shares Registrar Services <10 <30
Investments Stocks and Shares Share Dealings 190 26%
Investments Structured Investments Capital Protected Structured Products <10 <30
Investments Structured Investments SCARPs (Structured Capital at Risk Products) <10  
Mortgages Buy-to-let Mortgages Being categorised 13  
Mortgages Buy-to-let Mortgages Buy-to-let Mortgage (Consumer or Non-Consumer) 148 22%
Mortgages Equity Release Being categorised <10  
Mortgages Equity Release Home Reversion Plans <10 <30
Mortgages Equity Release Lifetime Mortgage 59 14%
Mortgages Equity Release Shared Appreciation Mortgage <10 <30
Mortgages Non-Mortgage Residential Finance Home Purchase Plans (HPPs) <10  
Mortgages Residential Mortgages Being categorised 32  
Mortgages Residential Mortgages Bridging Loan 16 <30
Mortgages Residential Mortgages First Charge Mortgage 1,148 28%
Mortgages Residential Mortgages Help to Buy and Shared Equity Loans 54 73%
Mortgages Residential Mortgages Second Charge Mortgage 86 34%
Pensions and Annuities Additional Voluntary Contributions including  FSAVCs Additional Voluntary Contributions including  FSAVCs <10  
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) 13 <30
Pensions and Annuities Annuities Being categorised <10  
Pensions and Annuities Annuities Conventional Annuities 90 36%
Pensions and Annuities Annuities Enhanced or Impaired Life Annuities 14 <30
Pensions and Annuities Being categorised Being categorised <10  
Pensions and Annuities Occupational Pension Schemes (OPS) Being categorised 16  
Pensions and Annuities Occupational Pension Schemes (OPS) Defined Benefit Transfer (Not to SIPP) 98 50%
Pensions and Annuities Occupational Pension Schemes (OPS) Defined Contribution Transfer (Not to SIPP) 28 <30
Pensions and Annuities Occupational Pension Schemes (OPS) EPP  (Executive Pension Plans) <10 <30
Pensions and Annuities Occupational Pension Schemes (OPS) SSAS (Small Self Administered Schemes) 13 54%
Pensions and Annuities Occupational Pension Schemes (OPS) Transfer between two OPS 10  
Pensions and Annuities Private Pensions (not SIPPs) Being categorised 25  
Pensions and Annuities Private Pensions (not SIPPs) Pension Mortgages <10  
Pensions and Annuities Private Pensions (not SIPPs) Personal Pensions 1,262 44%
Pensions and Annuities Private Pensions (not SIPPs) QROPS (Qualifying Recognised Overseas Pension Scheme) <10 17%
Pensions and Annuities Private Pensions (not SIPPs) Section 32 Plans 13 <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 44  
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Defined Benefit Transfer (To SIPP) 81 71%
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Discretionary Fund Management (DFM) <10 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Family Pension Trusts   <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Investment Platforms 34 44%
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Standard Investments 138 46%
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) UCIS and other Non-Standard Investments 22 85%
    Grand total 87,692 33%

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.