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ombudsman news

issue 147

February 2019

third quarter 2018/2019 statistics

a snapshot of our complaint figures for the third quarter of the 2018/2019 financial year

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 October, November and December 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 third quarter of 2018/2019:

  • We received 161,195 enquiries and 92,903 new complaints – with 9,324 complaints passed to an ombudsman for a final decision. On average, we upheld 33% of the complaints we resolved.
  • PPI continued to be the most complained-about financial product, with 40,855 new complaints. PPI complaints made up nearly 44% of all complaints we received.
  • The number of complaints about payday loans has almost halved since last quarter, dropping from 14,578 to 7,728. But, for the year to date, we have received almost twice as many complaints about payday loans as we did in the whole of 2017/2018.

what consumers complained about most to the ombudsman service in October, November and December 2018

Image: ombudsman news 147

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.