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ombudsman news

issue 141

August 2017

first quarter statistics

a snapshot of complaints in the first quarter of 2017/2018

Each quarter we publish updates about the financial products and services people have contacted us about. We include the number of enquires 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 April, May and June 2017 – and for comparison, the complaints we received during the same period last year, and during the whole of 2016/2017.

In the first quarter of 2017/2018:

  • We received 135,779 enquiries and 80,234 new complaints – with 8,414 complaints passed to an ombudsman for a final decision. On average, we upheld 35% of the complaints we resolved.
  • PPI remained the most complained-about financial product, with 42,401 new complaints. Current accounts were the second most complained-about product, with 5,229 new complaints.

the financial products that consumers complained about most to the ombudsman in the first quarter of 2017/2018

the financial products that consumers complained about most to the ombudsman in the first quarter of 2017/2018 %
payment protection insurance (PPI) 53%
complaints about other products 47%
the financial products that consumers complained about most to the ombudsman in the first quarter of 2017/2018 %
current accounts 6%
car and motorcycle insurance 4%
packaged bank accounts 4%
payday loans 4%
credit card accounts 3%
house mortgages 3%
overdrafts and loans 2%
hire purchase 2%
buildings insurance 1%
complaints about other products 18%

the financial products that consumers complained about most to the ombudsman in the first quarter of 2017/2018

Image: ombudsman news 141

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.