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ombudsman news

issue 95

July / August 2011

ombudsman focus: a snapshot of our complaint figures for the first quarter of the 2011/2012 financial year

We published our latest annual review back in May - covering the financial year 2010/2011. One of the most visited sections of the online version of the annual review continues to be the chart that lists the number of new cases referred to the ombudsman service during the year, in relation to each specific financial product and service.

Given the interest shown in these numbers, we decided last year to start publishing updates on a quarterly basis - giving more regular snapshots of our workload. We have received positive feedback that this makes it easier for people who are interested in these numbers to see trends emerging throughout the year - rather than only seeing the figures annually, after the financial year has ended.

In this issue of ombudsman news we focus on data for the first quarter of the new financial year 2011/2012 - showing how many new complaints we received, and what proportion we resolved in favour of consumers, during April, May and June of this year.

In September 2011 we will also be publishing on our website the latest six-monthly complaints data (for the period from 1 January to 30 June 2011) relating to individual named businesses.

the financial products that consumers complained about most to the ombudsman service in April, May and June 2011 %
payment protection insurance (PPI) 69%
credit card accounts 7%
current accounts 4%
mortgages 2.5%
overdrafts and loans 2%
car and motorcycle insurance 2%
buildings insurance 1.5%
deposit and savings accounts 1%
mortgage endowments 1%
'point of sale' loans 1%
complaints about other products 9%

what consumers complained about most to the ombudsman service in April, May and June 2011.

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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.