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ombudsman news

issue 146

November 2018

second quarter statistics 2018/2019

a snapshot of complaints in the second 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 enquiries 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 July, August and September 2018 – and for comparison, the complaints we received last quarter, as well as those received during the same period last year, and during the whole of 2017/2018.

In the second quarter of 2018/2019:

  • We received 182,819 enquiries and 98,346 new complaints – with 11, 371 complaints passed to an ombudsman for a final decision. On average, we upheld 31% of the complaints we resolved.
  • PPI continued to be the most complained-about financial product, with 43,326 new complaints. For the first time in eight years, PPI complaints made up less than half of our workload, at 44% of all complaints received.
  • We received around 1,000 more enquiries and 800 more complaints about current accounts than the previous quarter. The uphold rate for these complaints also increased from 34% to 60%.  This rise is primarily due to recent problems with banking IT systems.

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

the financial products that consumers complained about most to the ombudsman in the second quarter of 2018/2019 %
payment protection insurance (PPI) 44%
complaints about other products 56%
the financial products that consumers complained about most to the ombudsman in the second quarter of 2018/2019 %
payday loans 26%
current accounts 14%
credit card accounts 6%
car and motorcycle insurance 5%
packaged bank accounts 5%
house mortgages 5%
hire purchase 4%
instalment loans 3%
overdrafts and loans 3%
complaints about other products 28%

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

Image: ombudsman news 146

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.