Annual complaints data and insight 2023/24

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. 

First published: 12 July 2024

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:

  1. 2023/24 – year at a glance
  2. The top five complained about products
  3. 2023/24 insight spotlight – banking and payments complaints
  4. Other trends across the year
  5. The full data set

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%