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ombudsman news

issue 134

July 2016

ombudsman focus: first quarter statistics

a snapshot of our complaint figures for the first quarter of 2016 financial year

We regularly publish updates in ombudsman news about the financial products and services people have contacted us about.

In this issue we focus on data for the first quarter of the financial year 2016/2017 – showing how many enquiries and new complaints we received, the numbers of complaints passed to an ombudsman for a final decision and what proportion we resolved in favour of consumers.

During April, May and June 2016:

  • We received a total of 81,709 new complaints about financial businesses – of which just over half were about payment protection insurance (PPI).
  • Packaged bank accounts and current accounts continued to be the most complained-about products after PPI.
  • The overall proportion of complaints we upheld in favour of consumers was 48%

the financial products that consumers complained about most to the ombudsman service in April, May and June 2016

the financial products that consumers complained about most to the ombudsman service April, May and June 2016 %
payment protection insurance (PPI) 45%
complaints about other products 55%
the financial products that consumers complained about most to the ombudsman service in April, May and June 2016 %
packaged bank accounts 8%
current accounts 6%
car and motorcycle insurance 6%
payday loans 3%
house mortgages 3%
credit card accounts 3%
overdrafts and loans 2%
hire purchase 2%
buildings insurance 2%
complaints about other products 20%

what consumers complained about most to the ombudsman service in April, May and June 2016

ombudsman news

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.