Half-yearly complaints data: H1 2024

• Overall, we received a total of 133,019 complaints between 1 January and 30 June 2024. This is an increase of over 40% on the same period in 2023, when we received 93,114 complaints.
• 242 businesses feature in our complaints data for the first half of 2024, this is up on the first half of 2023 – when 220 businesses featured.
• In the first six months of this year, we upheld 35% of complaints we resolved in favour of the consumer, compared to 37% in the first half of 2023.

Insight from the first six months of the year

• Banking and consumer credit complaints continue to be the most complained about sectors, which has seen an increase year on year.
• Disputes about credit cards and unaffordable lending, car finance as well as fraud and scams were the main driver for the rise in banking and credit complaints.
• We received 101,031 banking and credit complaints in the first six months of 2024. Over half of these complaints were brought by professional representatives.
• In the same period the previous year, we received 59,690 complaints and just a quarter of cases were referred to us by professional representatives.

Our data also shows

• which firms received the most complaints across sectors including banking, insurance, investment and credit
• the uphold rates vary per firm, with some having more cases found in favour of consumers.

*This figure also includes those firms that fall below the publication threshold of 30 new and 30 resolved complaints

Our Excel spreadsheet includes two rows for totals – the total number of complaints we've received as well as the totals purely for firms which are above the publication threshold of 30 new and 30 resolved complaints.

From H2 2022, complaints about Payment Protection Insurance (PPI) have not been published in a separate category. They are be included within the wider General Insurance/Pure Protection sector totals.

This half-yearly data includes a category for complaints that have been settled proactively with businesses. Proactively settled complaints are recorded separately in our data, they aren’t recorded as a change in favour of the consumer and don't count towards a financial business’ change in outcome rate.

We have also published early resolution data for July to December 2023. These are complaints where, with the consent of the business and the consumer, we have been involved in a complaint before the business has investigated it.

We’re not currently seeing complaints about CMCs which meet the thresholds for data publication.

Business group: the name of any larger group that the business was part of at the end of the six-month period

Business name: the official name used for regulation purposes

Upheld: complaints found in favour of the consumer