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ombudsman news

issue 145

August 2018

first quarter statistics

a snapshot of complaints in the first quarter of 2018/2019

Each quarter we publish updates about the financial products and services people have contacted us about. We include the number of enquires and new complaints we’ve received, the number of complaints referred for an ombudsman’s final decision, and the proportion of complaints we’ve resolved in consumers’ favour.

In this issue we show the new complaints we received during April, May and June 2018 – and for comparison, the complaints we received during the same period last year, and during the whole of 2017/2018.

In the first quarter of 2018/2019:

  • We received 183,199 enquiries and 107, 827 new complaints – with 11,371 complaints passed to an ombudsman for a final decision. On average, we upheld 35% of the complaints we resolved.
  • PPI remained the most complained-about financial product, with 55,223 new complaints. Payday loans were the second most complained-about product, with 10,979 new complaints.

the financial products that consumers complained about most to the ombudsman in the first quarter of 2018/2019

the financial products that consumers complained about most to the ombudsman in the first quarter of 2018/2019 %
payment protection insurance (PPI) 54%
complaints about other products 46%
the financial products that consumers complained about most to the ombudsman in the first quarter of 2018/2019 %
payday loans 21%
current accounts 13%
packaged bank accounts 7%
car and motorcycle insurance 6%
credit card accounts 6%
house mortgages 5%
hire purchases 4%
overdrafts and loans 3%
buildings insurance 3%
complaints about other products 31%

the financial products that consumers complained about most to the ombudsman in the first quarter of 2018/2019

Image: ombudsman news 145

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.