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, the number of complaints passed to an ombudsman for a final decision, and the proportion of complaints resolved in favour of customers. From Q1 2020/21 we have been using a new product taxonomy: find out about the changes we’ve made.
For information on the complaints we received about claims management companies (CMCs), please see our CMC quarterly data.
Q4 2020/21: 1 January to 31 March 2021
- Between 1 January and 31 March 2021, we received 116,241 new enquiries and 78,729 new complaints – with 8,467 complaints passed to an ombudsman for final decision. The average uphold rate, excluding PPI, was 42%. When we include PPI complaints, the overall average uphold rate is 33%.
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.
From the Q1 2020/21 releases, we changed the threshold for our reporting on the number of new complaints received. In previous releases, we published data where our service had received at least 30 new complaints about a product or service in the relevant reporting period. From Q1 2020/21, we reduced this threshold to the receipt of at least 10 new complaints, to increase the granularity of insight we’re able to offer stakeholders about complaints trends. Products and services where we have received at least one, but fewer than 10 new complaints, will be denoted as “<10”.
We have also taken the opportunity to update our criteria for publishing uphold rates. Previously, we published the percentage of cases upheld in favour of the customer where we had both received 30 new complaints and resolved 30 complaints (excluding those we dismissed or decided were outside our jurisdiction) about a product or service in the relevant period. From Q1 2020/21, we will publish the uphold rate where we have resolved 30 or more complaints about the relevant product or service in the period – we will no longer apply a threshold relating to the receipt of new complaints when giving uphold rate data.