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ombudsman news

issue 90

November/December 2010

ombudsman focus: (second) quarterly account

a snapshot of our complaint figures for the second quarter of the 2010/2011 financial year

In ombudsman news issue 87 (July/August 2010) we published a list of the financial products and services that accounted for over 90% of our complaints workload in the first quarter of the 2010/2011 financial year.

We showed how many new complaints we had received during the quarter for each of these categories - and what proportion we resolved in favour of consumers. And we gave figures for the previous year as a whole - for comparison purposes. This was the first time we had made this level of information available throughout the year rather than just annually - in our annual review - after the end of the financial year.

Feedback on our publication of these quarterly figures has been positive. A few concerns were expressed about too much data - and the risk that people might mis-interpret numbers and trends. But generally, the public availability of this information has been welcomed. Stakeholders have said that the data helpfully complements other information we publish - including the complaints data relating to named businesses that we now issue six-monthly on our website.

We will therefore continue to publish complaints figures quarterly in ombudsman news. The focus in this issue is our complaints workload in the second quarter of 2010/2011 (July, August and September).

the financial products that consumers complained about most to the ombdusman service in July, August and September 2010

  • payment protection insurance (PPI) 45%
  • current accounts 11%
  • credit card accounts 10%
  • mortgages 4%
  • overdrafts and loans 3%
  • car and motorcycle insurance 3%
  • deposit and savings accounts 3%
  • buildings insurance 2%
  • mortgage endowments 2%
  • 'point of sale' loans 2%
  • complaints about other products 15%

what consumers complained about to the ombudsman service in July, August and September 2010

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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.