skip tocontent

ombudsman news

issue 107

January/February 2013

ombudsman focus: third quarter statistics

a snapshot of our complaint figures for the third quarter of the 2012/2013 financial year

Since September 2009 we have been publishing complaints data on our website every six months about named individual businesses. The data shows the number of new complaints - and the proportion of complaints we upheld in favour of consumers - for businesses that have 30 or more new cases (and 30 or more resolved cases) in each six-month period.

We also publish updates in ombudsman news on a quarterly basis - showing what kind of financial products people have complained about, and what proportion of complaints about different products we have upheld in favour of consumers.

In this issue of ombudsman news we focus on data for the third quarter of the financial year 2012/2013 - showing how many new complaints we received, and what proportion we resolved in favour of consumers, during October, November and December 2012. During these three months:

  • The total number of complaints that consumers referred to us about financial businesses increased by 75% - from 103,197 to 180,679.
  • This means we received more complaints in this quarter alone than in any single year between 2000 and 2010.
  • 80.5% of these new complaints related to payment protection insurance (PPI). This figure was 65% in the previous quarter. So far this year we have already received 244,873 new PPI complaints - compared with 157,716 complaints in the whole of the 2011/2012 financial year.
  • The proportion of complaints we upheld in favour of consumers ranged between 75% (for mobile phone insurance disputes) and 2% (for complaints about SERPs). The uphold rate for PPI cases during the quarter was 55% - and 62% for the year so far.
the financial products that consumers complained about most to the ombudsman service in October, November and December 2012 %
payment protection insurance (PPI) 80
credit card accounts 3.5
current accounts 3
mortgages 1.5
overdrafts and loans 1.5
car and motorcycle insurance 1
deposit and savings accounts 0.5
buildings insurance 0.5
mortgage endowments 0.5
term assurance 0.5
complaints about other products 7

what consumers complained about to the ombudsman service October, November and December 2012

image: ombudsman news issue 107

ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.

The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.