Overall, we received a total of 93,114 complaints between 1 January and 30 June 2023. That is significantly higher than the 79,921 complaints we received in the last six months of 2022.
There are several reasons for the increase in complaints. Last month, in our most recent quarterly data, we highlighted that building and motor insurance complaints had hit a five-year high, partly due to insurers delaying in paying out on claims while at the same time contractor availability impacted the speed of repairs.
Banking and credit complaints have also risen substantially with fraud and scam cases making up around half of that increase.
Abby Thomas, Chief Executive and Chief Ombudsman at the Financial Ombudsman Service, said:
Financial complaints have risen again, with cases particularly increasing in the banking and insurance sectors.
Given the economic challenges people are facing, it’s more important than ever that they feel protected. Whatever their grievance, consumers should expect fair and reasonable treatment from their provider.
If consumers don’t feel that’s the case, they can ask our free, independent service to investigate their complaint.
In the first six months of this year, we upheld 37% of complaints in the consumers’ favour, compared to 34% in the second half of 2022. We have also published data on funeral planning complaints for the first time.
The headline figures are:
- 56,690 new banking and credit complaints in H1 2023, compared to 50,346 in H2 2022
- 24,496 new general insurance/pure protection complaints in H1 2023, compared to 19,346 in H2 2022
- 5,002 new mortgages and home finance complaints in H1 2023, compared to 4,160 in H2 2022
- 4,189 new decumulation life and pension complaints in H1 2023, compared to 3,842 in H2 2022
- 2,593 new complaints about investments in H1 2023, compared to 2,227 in H2 2022
- 144 new complaints about funeral planning in H1 2023.
View the half-yearly complaints data.
Notes to editors
About the time periods
References to H1 in this notice relates to 1 January 2023 to 30 June 2023
References to H2 in this notice relates to 1 July 2022 to 31 December 2022.
About the Financial Ombudsman Service
The Financial Ombudsman Service was set up by Parliament to resolve individual complaints between financial businesses and their customers on a fair and reasonable basis, as a free alternative to the courts. It can look into problems involving most types of money matters. It is committed to sharing insight and experience to encourage fairness and confidence in financial services.