Every year we share a review of our work over the course of the financial year. We also share sector or product specific insight about the complaints we saw during the year, aimed at preventing complaints and unfairness.
Our annual complaints data shows the volume of complaints we received and overall uphold rates over the course of the financial year, between 1 April 2023 and 31 March 2024.
The totals in this data include all complaints received and overall uphold rates by the Financial Ombudsman Service and the Financial Ombudsman Service for Small Businesses. Our annual data about the complaints we received about Claims Management companies (CMC) is published separately.
On this page, you can find detail about:
2023/24 – year at a glance
329,125
enquiries received
198,798
new complaints
37%
overall uphold rate
5%
lowest uphold rate – credit broking
92%
highest uphold rate – PPI (catalogue shopping)
- Overall, we received 198,798 new complaints in 2023/24 compared with 165,149 the previous year.
- Complaints about current accounts, credit cards and fraud and scam have driven a significant increase in banking and payment complaints.
- The most complained about product was current accounts.
- On average, across all financial products, the Financial Ombudsman Service upheld 37% of the complaints it resolved, which is slightly higher than the 35% recorded in 2022/23.
The top five complained about products
Download the data: The top five complained about products between 2022/23 and 2023/24 (XLSX 11KB)
We continue to see high volumes of complaints across the top five most complained about financial products and services.
All of the top five most complained about products have seen an increase year-on-year, with current accounts once again the most complained about product.
Last year, buildings insurance was in the top five, but has been replaced in 2023/24 by complaints about conditional sale (motor).
2023/24 insight spotlight – banking and payments complaints
Total new complaints: 80,137
Most complained-about product: current accounts – 30,635 new complaints
Overall uphold rate: 40%
Highest uphold rate: pre-paid cards – 49%
Lowest uphold rate: packaged bank accounts – 15%
The total number of new complaints we received about banking and payments has reached the highest-level in at least a decade. The last time we saw a peak in banking complaints was in 2015/16 because of packaged bank accounts.
This is a rise from levels the previous year (2022/23) when there were 61,995 complaints and is largely due to concerns about current accounts and credit cards, as well as complaints about fraud and scams.
In particular, consumers complained about administration and customer service followed by perceived unaffordable or irresponsible lending by financial firms.
Download the data: New complaints about banking and payments between 2014/15 and 2023/24 (XLSX 12KB)
Unaffordable lending drives credit card complaints
Overall, we received 24,402 new complaints about credit cards. As we noted in our product data for the third quarter of the year 2023/24, we have seen an increase this financial year in complaints about perceived irresponsible/unaffordable lending, with over 13,000 cases about this issue.
Last year, we received 14,504 credit cards complaints overall, of which 3,733 complaints were about perceived irresponsible/unaffordable lending.
Download the data: New complaints about credit cards between 2022/23 and 2023/24 (XLSX 10KB)
Current accounts are once again the most complained about product
Current accounts are the most complained about product again this year. They were the most complained about product last year too. In 2023/24, we received 30,635 new cases about current accounts, compared to 26,039 in the year before. Over a fifth of these complaints were from victims of fraud and scams.
The number of new complaints about fraud and scams has reached its highest level, with over 27,000 new cases in 2023/24. Around half of these cases were about Authorised Push Payment (APP) scams. APP is a type of scam that involves consumers being tricked into transferring money to a fraudster who is posing as the genuine payee.
Download the data: New complaints about fraud and scams between 2022/23 and 2023/24 (XLSX 10KB)
Other trends across the year
Complaints bought by professional representatives
Across all categories, we’ve seen an increase in complaints brought to us by claims management companies and other professional representatives – 25% of cases in 2023/24, up from 18% in 2022/23.
When complaints are upheld, professional representatives take a proportion of the redress we award consumers. Consumers can bring their cases directly to us for free and keep 100% if any redress is awarded to them.
We recently consulted on our proposal to charge CMCs and professional representatives sending cases to us. Our proposal is to make the model fee fairer and better reflect the cost drivers being seen.
We publish guidance for professional representatives on referring a complaint to us for investigation, it includes links to the complaint form to use as well as other resources and useful information.
Credit complaints – what we’ve seen
Total new complaints: 51,956
Most complained-about product: hire purchase (motor) – 21,441 new complaints
Overall uphold rate: 29%
Highest uphold rate: hiring, leasing or renting (non-motor) – 55%
Lowest uphold rate: credit broking – 5%
Hire purchase and conditional sale (motor) complaints
Hire purchase (motor) is the third most complained about product with 21,441 cases in 2023/24 compared to 11,446 in the year before. Motor finance commission complaints accounted for most of these cases.
The data shows that many of the motor finance commission complaints are submitted by professional representatives – accounting for around 90% of the cases we received.
In January 2024, the Financial Conduct Authority (FCA) announced it was carrying out a review of 'discretionary commission arrangements’ (DCAs). As part of this review, they have paused the eight-week deadline for motor finance firms to provide a final response to consumers’ complaints.
Conditional sale (motor) is the fifth most complained about product with 7,829 cases in 2023/24 compared to 1,900 in the previous financial year. This is a type of loan that allows consumers to buy a car by paying in instalments. The loan is given on the condition that the car doesn’t belong to the consumer until the final instalment is paid. Over 4,000 cases we received about conditional sale (motor) in 2023/24 were about perceived irresponsible/unaffordable lending.
Insurance complaints – what we’ve seen
Total new complaints: 47,010
Most complained-about product: car/motorcycle insurance – 16,322 new complaints
Overall uphold rate: 38%
Highest uphold rate: home emergency insurance – 45%
Lowest uphold rate: critical illness cover – 15%
Complaints about delays, declined claims and claim values in car/motorcycle insurance
Complaints about insurance are up by 18% overall compared to 2022/23. Car/motorcycle complaints have increased by 38% to 16,322 when compared to last year’s annual data. The uphold rate has also increased for this product, from 30% in 2022/23 to 38% in 2023/24.
We highlighted in our quarterly updates earlier in the financial year 2023/24 that we were seeing more insurance complaints about claim delays and declined claims, and that the rise appeared to due to a number of factors including insurers delaying claim payouts, contractor availability impacting the speed of repairs, and an inability to source materials.
We’ve also seen an increase in consumers contacting us because they were unhappy with the value or amount of the payout received following an insurance claim.
The full data set
To explore our data set, you can select the column headers, search for specific data, or download the full data as a csv file.
| Sector | Product group | Product | Enquiries | New cases | Ombudsman's decisions | Uphold % |
|---|---|---|---|---|---|---|
| Banking and Payments | All product groups | All products | 116,258 | 80,137 | 9,574 | 40% |
| Banking and Payments | Banking Services | All products | 1,010 | 740 | 137 | 38% |
| Banking and Payments | Banking Services | International Transfers | 639 | 500 | 89 | 37% |
| Banking and Payments | Banking Services | Foreign Currency | 109 | 76 | 18 | 43% |
| Banking and Payments | Banking Services | Safe Custody | 81 | 71 | 21 | 37% |
| Banking and Payments | Banking Services | CHAPS Payments | 62 | 53 | 10 | 35% |
| Banking and Payments | Banking Services | Executorships or Trusteeships | 47 | 35 | <30 | |
| Banking and Payments | Banking Services | Being categorised | 72 | <10 | - | |
| Banking and Payments | Business Banking | All products | 7,394 | 5,117 | 670 | 40% |
| Banking and Payments | Business Banking | Business Current Accounts | 6,257 | 4,407 | 605 | 41% |
| Banking and Payments | Business Banking | Merchant Services | 911 | 612 | 64 | 35% |
| Banking and Payments | Business Banking | Business Overdrafts | 116 | 87 | <10 | <30 |
| Banking and Payments | Business Banking | Being categorised | 110 | 11 | - | |
| Banking and Payments | Business Lending | All products | 1,377 | 1,137 | 240 | 26% |
| Banking and Payments | Business Lending | Recovery Loans (RLS) | <10 | <10 | 10 | <30 |
| Banking and Payments | Business Lending | Bounce Back Loans (BBLS) | 677 | 570 | 133 | 25% |
| Banking and Payments | Business Lending | Business Loans (Not secured on land) | 397 | 302 | 33 | 24% |
| Banking and Payments | Business Lending | Commercial Mortgages | 235 | 216 | 56 | 31% |
| Banking and Payments | Business Lending | Coronavirus Business Interruption Loans (CBILS) | 43 | 36 | <10 | <30 |
| Banking and Payments | Business Lending | Being categorised | 16 | <10 | - | |
| Banking and Payments | Credit Card Accounts | All products | 33,326 | 24,628 | 2,163 | 39% |
| Banking and Payments | Credit Card Accounts | Credit Cards | 32,941 | 24,402 | 2,132 | 39% |
| Banking and Payments | Credit Card Accounts | Balance Transfers | 260 | 214 | 31 | 41% |
| Banking and Payments | Credit Card Accounts | Being categorised | 125 | 12 | - | |
| Banking and Payments | Payment Services | All products | 11,344 | 6,929 | 688 | 41% |
| Banking and Payments | Payment Services | Payments Charged to Mobile Phone Bill | 11 | <10 | - | |
| Banking and Payments | Payment Services | Electronic Money (e-money) | 10,644 | 6,555 | 636 | 42% |
| Banking and Payments | Payment Services | Money Remittance | 223 | 144 | 18 | 41% |
| Banking and Payments | Payment Services | Payment Instruments | 146 | 106 | 16 | 29% |
| Banking and Payments | Payment Services | Pre-paid Cards | 132 | 71 | 12 | 49% |
| Banking and Payments | Payment Services | Payment Initiation Services (Open Banking) | 51 | 26 | <10 | <30 |
| Banking and Payments | Payment Services | Account Information Services (Open Banking) | 32 | 19 | <10 | <30 |
| Banking and Payments | Payment Services | Being categorised | 105 | <10 | - | |
| Banking and Payments | Personal Bank Accounts | All products | 51,134 | 37,421 | 5,132 | 40% |
| Banking and Payments | Personal Bank Accounts | Current Accounts | 42,181 | 30,635 | 4,250 | 41% |
| Banking and Payments | Personal Bank Accounts | Overdrafts | 2,979 | 2,526 | 234 | 43% |
| Banking and Payments | Personal Bank Accounts | Debit Cards | 2,710 | 2,225 | 323 | 35% |
| Banking and Payments | Personal Bank Accounts | Packaged Bank Accounts | 977 | 604 | 109 | 15% |
| Banking and Payments | Personal Bank Accounts | Online Banking | 782 | 540 | 75 | 40% |
| Banking and Payments | Personal Bank Accounts | Direct Debits | 593 | 413 | 61 | 26% |
| Banking and Payments | Personal Bank Accounts | Cheques | 502 | 394 | 71 | 42% |
| Banking and Payments | Personal Bank Accounts | Standing Orders | 73 | 55 | <10 | 38% |
| Banking and Payments | Personal Bank Accounts | Being categorised | 337 | 29 | - | |
| Banking and Payments | Savings | All products | 5,048 | 4,155 | 544 | 43% |
| Banking and Payments | Savings | Cash ISAs (including cash lifetime ISAs and help to buy ISAs) | 2,451 | 2,109 | 225 | 47% |
| Banking and Payments | Savings | Deposits and Savings Accounts (excluding Cash ISAs) | 1,868 | 1,529 | 244 | 37% |
| Banking and Payments | Savings | Premium Bonds (NS&I only) | 445 | 346 | 39 | 47% |
| Banking and Payments | Savings | Savings Certificates or Bonds | 182 | 159 | 36 | 33% |
| Banking and Payments | Savings | Being categorised | 102 | 12 | - | |
| Banking and Payments | Being categorised | Being categorised | 5,625 | 10 | - | <30 |
| Consumer Credit | All product groups | All products | 69,995 | 51,956 | 4,459 | 29% |
| Consumer Credit | Credit Services | All products | 1,841 | 1,180 | 116 | 32% |
| Consumer Credit | Credit Services | Credit Records | 1,329 | 691 | 102 | 42% |
| Consumer Credit | Credit Services | Credit Broking | 470 | 488 | 14 | 5% |
| Consumer Credit | Credit Services | Being categorised | 42 | <10 | - | |
| Consumer Credit | Debt Services | All products | 2,319 | 919 | 62 | 33% |
| Consumer Credit | Debt Services | Debt Collection | 2,101 | 844 | 53 | 33% |
| Consumer Credit | Debt Services | Debt Counselling (inc. Debt Management Plans) | 91 | 47 | <10 | 39% |
| Consumer Credit | Debt Services | Debt Adjusting | 45 | 25 | <10 | <30 |
| Consumer Credit | Debt Services | Being categorised | 82 | <10 | - | |
| Consumer Credit | Finance Linked to Goods and Services | All products | 51,568 | 41,597 | 2,624 | 27% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Motor) | 26,024 | 21,441 | 978 | 28% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Motor) | 8,318 | 7,829 | 330 | 18% |
| Consumer Credit | Finance Linked to Goods and Services | Catalogue Shopping | 6,195 | 4,746 | 216 | 23% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Non-motor) | 5,928 | 4,280 | 822 | 37% |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Motor) | 2,398 | 1,836 | 169 | 34% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Motor) | 804 | 572 | 46 | 25% |
| Consumer Credit | Finance Linked to Goods and Services | Store Card Accounts | 416 | 348 | 31 | 30% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Non-motor) | 377 | 217 | 19 | 41% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Non-motor, non-rent to own) | 254 | 141 | <10 | 51% |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Non-motor) | 211 | 135 | <10 | 55% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Rent to own) | 103 | 45 | <10 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Being categorised | 540 | <10 | - | |
| Consumer Credit | Loans | All products | 10,948 | 8,255 | 1,657 | 35% |
| Consumer Credit | Loans | Personal Loans | 7,458 | 6,001 | 1,124 | 38% |
| Consumer Credit | Loans | Short Term Lending (Instalment Loans) | 1,382 | 1,100 | 221 | 23% |
| Consumer Credit | Loans | Short Term Lending (Payday Loans) | 873 | 599 | 152 | 26% |
| Consumer Credit | Loans | Guarantor Loans | 466 | 186 | 45 | 40% |
| Consumer Credit | Loans | Short Term Lending (Running Account Credit) | 188 | 114 | 33 | 42% |
| Consumer Credit | Loans | Home Credit | 168 | 95 | 37 | 50% |
| Consumer Credit | Loans | Peer to peer lending (Borrowing money) | 85 | 86 | 26 | 14% |
| Consumer Credit | Loans | Logbook Loans | 61 | 39 | 14 | 26% |
| Consumer Credit | Loans | Pawnbroking | 39 | 30 | <10 | <30 |
| Consumer Credit | Loans | Being categorised | 228 | <10 | - | |
| Consumer Credit | Being categorised | Being categorised | 3,319 | <10 | - | |
| Funeral Planning Services | Funeral Plans | All products | 538 | 341 | 37 | 24% |
| Funeral Planning Services | Funeral Plans | Pre - paid Funeral Plans | 406 | 252 | 35 | 21% |
| Funeral Planning Services | Funeral Plans | Pre-paid Funeral Plans | 115 | 87 | <10 | 41% |
| Funeral Planning Services | Funeral Plans | Being categorised | 17 | <10 | - | |
| Insurance | All product groups | All products | 74,340 | 47,217 | 8,094 | 37% |
| Insurance | Animal Insurance | All products | 2,385 | 1,714 | 374 | 32% |
| Insurance | Animal Insurance | Livestock Insurance | <10 | <10 | - | <30 |
| Insurance | Animal Insurance | Pet Insurance | 2,300 | 1,655 | 356 | 33% |
| Insurance | Animal Insurance | Horse Insurance | 66 | 53 | 18 | 18% |
| Insurance | Animal Insurance | Being categorised | 15 | <10 | - | |
| Insurance | Legal Expenses and Monetary Loss Insurance | All products | 1,839 | 1,485 | 509 | 27% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Tax Liability Insurance | <10 | <10 | - | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Legal Expenses Insurance | 936 | 768 | 284 | 21% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Business Protection Insurance | 521 | 416 | 169 | 32% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Commercial Legal Expenses Insurance | 117 | 101 | 22 | 24% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Rent Protection Insurance | 92 | 78 | 18 | 21% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Card Protection Insurance | 18 | 27 | <10 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Non wedding insurance) | 71 | 51 | <10 | 63% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Covenant Indemnity Insurance | 16 | 13 | <10 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Non-wedding insurance) | 21 | 13 | - | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Wedding insurance) | 12 | 11 | <10 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Being categorised | 31 | <10 | - | |
| Insurance | Life and Critical Illness Cover | All products | 3,183 | 2,437 | 417 | 24% |
| Insurance | Life and Critical Illness Cover | Family Income Plan | 10 | <10 | <10 | <30 |
| Insurance | Life and Critical Illness Cover | Term Assurance (Life Only) | - | <10 | - | |
| Insurance | Life and Critical Illness Cover | Whole of life Assurance (Reviewable - Life Only) | - | <10 | - | |
| Insurance | Life and Critical Illness Cover | Term Assurance | 1,230 | 935 | 176 | 20% |
| Insurance | Life and Critical Illness Cover | Critical Illness Cover | 689 | 588 | 104 | 16% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Reviewable) | 549 | 480 | 62 | 37% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Non-reviewable) | 531 | 401 | 74 | 21% |
| Insurance | Life and Critical Illness Cover | Being categorised | 174 | 22 | - | |
| Insurance | Household and Commercial Property Insurance | All products | 17,981 | 13,408 | 2,712 | 40% |
| Insurance | Household and Commercial Property Insurance | Buildings Insurance | 8,956 | 6,846 | 1,428 | 41% |
| Insurance | Household and Commercial Property Insurance | Home Emergency Insurance | 2,870 | 2,063 | 431 | 45% |
| Insurance | Household and Commercial Property Insurance | Contents Insurance | 2,365 | 1,716 | 314 | 31% |
| Insurance | Household and Commercial Property Insurance | Commercial Property Insurance | 1,896 | 1,607 | 380 | 35% |
| Insurance | Household and Commercial Property Insurance | Household Warranties | 1,218 | 829 | 104 | 37% |
| Insurance | Household and Commercial Property Insurance | Building Guarantees | 343 | 280 | 51 | 43% |
| Insurance | Household and Commercial Property Insurance | Marine Insurance | 53 | 47 | <10 | 20% |
| Insurance | Household and Commercial Property Insurance | Being categorised | 280 | 20 | - | |
| Insurance | Medical Insurance | All products | 3,096 | 2,412 | 524 | 25% |
| Insurance | Medical Insurance | Private Medical or Dental Insurance | 2,104 | 1,621 | 313 | 27% |
| Insurance | Medical Insurance | Income Protection Insurance | 792 | 635 | 173 | 24% |
| Insurance | Medical Insurance | Personal Accident Insurance | 171 | 144 | 35 | 19% |
| Insurance | Medical Insurance | Long Term Care Insurance | 20 | 12 | <10 | <30 |
| Insurance | Medical Insurance | Being categorised | <10 | - | - | |
| Insurance | Medical and Travel Insurance | All products | <10 | <10 | <30 | 35% |
| Insurance | Medical and Travel Insurance | Income Protection Insurance | - | - | >10 | <30 |
| Insurance | Medical and Travel Insurance | Personal Accident Insurance | - | - | - | |
| Insurance | Medical and Travel Insurance | Private Medical or Dental Insurance | - | - | - | <30 |
| Insurance | Medical and Travel Insurance | Travel Insurance | <10 | - | <10 | <30 |
| Insurance | Medical and Travel Insurance | Being categorised | <10 | <10 | - | <30 |
| Insurance | Motor Insurance | All products | 31,958 | 19,416 | 2,497 | 38% |
| Insurance | Motor Insurance | Car or Motorcycle Insurance | 26,819 | 16,322 | 2,026 | 38% |
| Insurance | Motor Insurance | Commercial Vehicle Insurance | 1,964 | 1,496 | 265 | 42% |
| Insurance | Motor Insurance | Roadside Assistance Insurance | 1,829 | 934 | 101 | 38% |
| Insurance | Motor Insurance | Motor Warranties | 586 | 326 | 44 | 37% |
| Insurance | Motor Insurance | Caravan Insurance | 270 | 212 | 45 | 37% |
| Insurance | Motor Insurance | GAP (Guaranteed Asset Protection Insurance) | 134 | 98 | 16 | 30% |
| Insurance | Motor Insurance | Being categorised | 356 | 28 | - | |
| Insurance | Personal Belongings Insurance (Standalone) | All products | 1,996 | 1,309 | 200 | 31% |
| Insurance | Personal Belongings Insurance (Standalone) | Golf Equipment Insurance | <10 | <10 | - | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Military Kit Insurance | <10 | <10 | - | |
| Insurance | Personal Belongings Insurance (Standalone) | Musical Instrument Insurance | <10 | <10 | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Photography Equipment Insurance | <10 | <10 | - | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Workman's Tools Insurance | <10 | <10 | - | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Mobile Phone Insurance | 1,151 | 792 | 107 | 30% |
| Insurance | Personal Belongings Insurance (Standalone) | Gadget Insurance | 625 | 392 | 59 | 32% |
| Insurance | Personal Belongings Insurance (Standalone) | Jewellery Insurance | 55 | 39 | 18 | 31% |
| Insurance | Personal Belongings Insurance (Standalone) | Bicycle Insurance | 76 | 56 | 14 | 24% |
| Insurance | Personal Belongings Insurance (Standalone) | Being categorised | 61 | <10 | - | |
| Insurance | PPI (Payment Protection Insurance) | All products | 1,046 | 551 | 86 | 50% |
| Insurance | PPI (Payment Protection Insurance) | PPI (Business Loan) | <10 | <10 | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Overdraft) | 16 | <10 | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Secured Loan - not a mortgage) | <10 | <10 | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Mortgage) | 272 | 233 | 58 | 12% |
| Insurance | PPI (Payment Protection Insurance) | PPI (Credit Card) | 235 | 125 | 16 | 36% |
| Insurance | PPI (Payment Protection Insurance) | PPI (Personal Loan) | 193 | 118 | <10 | 22% |
| Insurance | PPI (Payment Protection Insurance) | PPI (Store Card) | 26 | 15 | >10 | >30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Hire Purchase) | 44 | 14 | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Store Card) | 26 | 15 | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Hire Purchase) | 44 | 14 | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Catalogue Shopping) | 38 | 11 | - | 92% |
| Insurance | PPI (Payment Protection Insurance) | Being categorised | 208 | 17 | - | |
| Insurance | Travel Insurance Cover | All products | 6,499 | 4,471 | 773 | 44% |
| Insurance | Travel Insurance Cover | Travel Insurance | 6,485 | 4,466 | 773 | 44% |
| Insurance | Travel Insurance Cover | Being categorised | 14 | <10 | - | |
| Insurance | Being categorised | Being categorised | 4,352 | 13 | - | <30 |
| Investments | All product groups | All products | 6,608 | 4,680 | 1,237 | 33% |
| Investments | Bonds and Non-Deposit Savings Plans | All products | 1,113 | 857 | 205 | 39% |
| Investments | Bonds and Non-Deposit Savings Plans | Treasury Bonds | <10 | <10 | - | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Fixed Rate Bonds | 311 | 239 | 35 | 34% |
| Investments | Bonds and Non-Deposit Savings Plans | Unit Linked Bonds | 199 | 180 | 49 | 35% |
| Investments | Bonds and Non-Deposit Savings Plans | With-profits Bonds | 161 | 142 | 33 | 29% |
| Investments | Bonds and Non-Deposit Savings Plans | Children's Savings Plans | 151 | 121 | 22 | 32% |
| Investments | Bonds and Non-Deposit Savings Plans | Mini-bonds | 77 | 66 | 51 | 83% |
| Investments | Bonds and Non-Deposit Savings Plans | Offshore Bonds | 27 | 27 | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Corporate Bonds | 19 | 17 | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Long Term Care Bonds | 18 | 13 | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Being categorised | 145 | 48 | - | |
| Investments | Derivatives | All products | 408 | 294 | 119 | 23% |
| Investments | Derivatives | CFDs (Contracts for Difference) | 318 | 226 | 74 | 23% |
| Investments | Derivatives | Spread Betting | 66 | 57 | 43 | 24% |
| Investments | Derivatives | Rolling Spot Forex | 17 | 11 | <10 | <30 |
| Investments | Derivatives | Interest Rate Hedge | - | - | - | |
| Investments | Derivatives | Being categorised | <10 | - | - | |
| Investments | Endowments | All products | 277 | 247 | 47 | 37% |
| Investments | Endowments | Mortgage Endowments (Unit Linked) | 92 | 83 | <10 | 35% |
| Investments | Endowments | Endowment Plans (With-profits) | 52 | 56 | <10 | 24% |
| Investments | Endowments | Endowment Plans (Unit Linked) | 55 | 50 | 21 | 48% |
| Investments | Endowments | Mortgage Endowments (With-profits) | 50 | 46 | <10 | 38% |
| Investments | Endowments | Being categorised | 28 | 12 | - | |
| Investments | Investment Funds | All products | 542 | 468 | 83 | 22% |
| Investments | Investment Funds | Non-Structured Periodically Guaranteed Funds | <10 | <10 | <10 | <30 |
| Investments | Investment Funds | Investment Trusts | 272 | 219 | 23 | 39% |
| Investments | Investment Funds | Unit Trusts | 114 | 109 | 23 | 28% |
| Investments | Investment Funds | OEICs (Open-ended Investment Companies) | 76 | 81 | 32 | 11% |
| Investments | Investment Funds | Exchange Traded Funds | 34 | 26 | <10 | <30 |
| Investments | Investment Funds | Being categorised | 43 | 31 | - | |
| Investments | ISAs and PEPs | All products | 1,758 | 1,413 | 301 | 38% |
| Investments | ISAs and PEPs | Innovative Finance ISA | 11 | <10 | <10 | <30 |
| Investments | ISAs and PEPs | PEPs (Personal Equity Plan) | 21 | 17 | <10 | <30 |
| Investments | ISAs and PEPs | Stocks and Shares ISA | 1,508 | 1,282 | 286 | 38% |
| Investments | ISAs and PEPs | Lifetime ISA (investment only) | 136 | 98 | <10 | 37% |
| Investments | ISAs and PEPs | Being categorised | 82 | 10 | - | |
| Investments | Mixed Investment Portfolios | All products | 466 | 440 | 145 | 32% |
| Investments | Mixed Investment Portfolios | Discretionary Service | 126 | 127 | 47 | 28% |
| Investments | Mixed Investment Portfolios | Advisory Service | 325 | 305 | 98 | 34% |
| Investments | Mixed Investment Portfolios | Being categorised | 15 | <10 | - | |
| Investments | Non-mainstream Investments | All products | 183 | 176 | 83 | 34% |
| Investments | Non-mainstream Investments | Direct Property Investments | <10 | <10 | - | <30 |
| Investments | Non-mainstream Investments | Partnerships | <10 | <10 | <10 | <30 |
| Investments | Non-mainstream Investments | Business Relief | <10 | <10 | - | |
| Investments | Non-mainstream Investments | Peer to peer lending (Lending money) | 45 | 49 | 35 | 36% |
| Investments | Non-mainstream Investments | Crowdfunding (investment-based) | 40 | 38 | 13 | <30 |
| Investments | Non-mainstream Investments | UCIS (Unregulated Collective Investment Scheme) | 40 | 37 | >10 | >30 |
| Investments | Non-mainstream Investments | EIS (Enterprise Investment Scheme) | 21 | 22 | <10 | <30 |
| Investments | Non-mainstream Investments | Enterprise Investment Scheme | 18 | 20 | 14 | 28% |
| Investments | Non-mainstream Investments | Being categorised | <10 | <10 | - | |
| Investments | Stocks and Shares | All products | 1,038 | 748 | 247 | 30% |
| Investments | Stocks and Shares | Share Dealings | 896 | 662 | 238 | 30% |
| Investments | Stocks and Shares | Registrar Services | 18 | 20 | <10 | <30 |
| Investments | Stocks and Shares | Employee Share Scheme | 62 | 49 | <10 | 37% |
| Investments | Stocks and Shares | Being categorised | 62 | 17 | - | |
| Investments | Structured Investments | All products | 17 | 14 | <30 | <30 |
| Investments | Structured Investments | Capital Protected Structured Products | <10 | 10 | <10 | <30 |
| Investments | Structured Investments | SCARPs (Structured Capital at Risk Products) | 10 | <10 | <10 | <30 |
| Investments | Structured Investments | Being categorised | <10 | <10 | - | |
| Investments | Being categorised | Being categorised | 806 | 23 | - | <30 |
| Mortgages | All product groups | All products | 10,043 | 7,802 | 1,740 | 28% |
| Mortgages | Buy-to-let Mortgages | All products | 1,002 | 917 | 227 | 26% |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgage (Consumer or Non-consumer) | 976 | 908 | 227 | 26% |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgage (Consumer) | - | - | - | |
| Mortgages | Buy-to-let Mortgages | Being categorised | 26 | <10 | - | |
| Mortgages | Equity Release | All products | 398 | 358 | 121 | 23% |
| Mortgages | Equity Release | Home Reversion Plans | <10 | <10 | <10 | <30 |
| Mortgages | Equity Release | Lifetime Mortgage | 343 | 319 | 115 | 23% |
| Mortgages | Equity Release | Shared Appreciation Mortgage | 32 | 30 | <10 | <30 |
| Mortgages | Equity Release | Being categorised | 18 | <10 | - | |
| Mortgages | Non-Mortgage Residential Finance | All products | <10 | <10 | - | <30 |
| Mortgages | Non-Mortgage Residential Finance | Home Purchase Plans (HPPs) | <10 | <10 | - | <30 |
| Mortgages | Non-Mortgage Residential Finance | Being categorised | <10 | - | - | |
| Mortgages | Residential Mortgages | All products | 8,098 | 6,515 | 1,392 | 29% |
| Mortgages | Residential Mortgages | First Charge Mortgage | 7,210 | 5,904 | 1,249 | 28% |
| Mortgages | Residential Mortgages | Second Charge Mortgage | 478 | 429 | 102 | 30% |
| Mortgages | Residential Mortgages | Help to Buy and Shared Equity Loans | 118 | 100 | 35 | 64% |
| Mortgages | Residential Mortgages | Bridging Loan | 55 | 40 | <10 | <30 |
| Mortgages | Residential Mortgages | First Charge (Interest Only - Endowment) | - | - | - | |
| Mortgages | Residential Mortgages | First Charge (Interest Only - No Repayment Vehicle) | - | - | - | |
| Mortgages | Residential Mortgages | First Charge (Interest Only - Other Investment) | - | - | - | |
| Mortgages | Residential Mortgages | First Charge (Repayment) | - | - | - | <30 |
| Mortgages | Residential Mortgages | Being categorised | 237 | 42 | - | |
| Mortgages | Being categorised | Being categorised | 538 | <10 | - | - |
| Pensions and Annuities | All product groups | All products | 9,049 | 6,653 | 2,210 | 49% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | All products | 147 | 108 | 65 | 48% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | FSAVC (Free Standing Additional Voluntary Contributions) | 78 | 76 | 60 | 52% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | AVC (Additional Voluntary Contributions) provided by OPS | 61 | 29 | <10 | <30 |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | Being categorised | <10 | <10 | - | |
| Pensions and Annuities | Annuities | All products | 700 | 592 | 85 | 30% |
| Pensions and Annuities | Annuities | Conventional Annuities | 623 | 548 | 80 | 30% |
| Pensions and Annuities | Annuities | Enhanced or Impaired Life Annuities | 47 | 39 | <10 | 37% |
| Pensions and Annuities | Annuities | Being categorised | 30 | <10 | - | |
| Pensions and Annuities | Private Pensions (not SIPPs) | All products | 4,606 | 3,646 | 733 | 41% |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Mortgages | <10 | <10 | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Term Assurance | <10 | <10 | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Personal Pensions | 4,377 | 3,505 | 697 | 41% |
| Pensions and Annuities | Private Pensions (not SIPPs) | Section 32 Plans | 55 | 55 | 25 | 32% |
| Pensions and Annuities | Private Pensions (not SIPPs) | SERPS (State Earnings Related Pensions Schemes) | 33 | 27 | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | QROPS (Qualifying Recognised Overseas Pension Scheme) | 28 | 26 | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Being categorised | 98 | 21 | - | |
| Pensions and Annuities | Pensions | All products | 0 | <10 | 0 | <30 |
| Pensions and Annuities | Pensions | SIPP (Self Invested Personal Pensions) | - | <10 | - | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | All products | 1,653 | 1,460 | 755 | 62% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Family Pension Trusts | <10 | <10 | - | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Discretionary Fund Management (DFM) | 32 | 35 | 20 | 51% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Standard Investments | 580 | 577 | 186 | 46% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Defined Benefit Transfer (To SIPP) | 425 | 344 | 174 | 71% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | UCIS and other Non-Standard Investments | 314 | 329 | 340 | 80% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Investment Platforms | 122 | 113 | 35 | 37% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Being categorised | 177 | 60 | - | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | All products | 1,267 | 837 | 572 | 66% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | SSAS (Small Self Administered Schemes) | 69 | 46 | 13 | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Contribution Transfer (Not to SIPP) | 66 | 43 | 19 | 54% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Benefit Transfer (Not to SIPP) | 766 | 703 | 535 | 67% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Transfer between two OPS | 34 | 17 | <10 | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | EPP (Executive Pension Plans) | 27 | 16 | - | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Being categorised | 305 | 12 | - | |
| Pensions and Annuities | Being categorised | Being categorised | 676 | <10 | - | <30 |
| Being categorised | Being categorised | Being categorised | 42,321 | 12 | - | <30 |
| Grand Total | 329,152 | 198,798 | 27,351 | 37% |
