We regularly publish data and insight about the complaints we receive. The information on this page is about complaints received during the first quarter (Q1) of this financial year, July and September 2024/25.
We also publish a 15-month snapshot of data to make it easy to compare trends over the previous quarters.
73,692
new complaints
+58%
compared to Q2 2023/24
34%
overall uphold rate
- Overall, we received 73,692 new complaints between July and September 2024.
- This is an increase of more than 50% compared to 46,716 new complaints reported in the same period the previous year.
- On average, across all financial products we upheld 34% of the cases we resolved this quarter in favour of the consumer.
- Credit cards were the most complained about product in the second quarter of this financial year.
Fraud and scams cases have reached their highest quarterly level
We received 9,091 complaints about fraud and scams during the quarter, significantly higher than the 6,264 new fraud and scam complaints reported in the same period last year and up on the previous quarter this year. In the previous quarter of this year (April to June 2024) we reported receiving 8,734 fraud and scams complaints.
Of the latest fraud and scams figure, 4,956 were in relation to authorised push payment (APP) scams
Current account complaints have increased
Complaints about current accounts also reached an all-time quarterly high in the second quarter of this financial year. We received 9,186 complaints about current accounts, an increase on the number of new complaints reported in the same period the previous year, when we received 7,880 new complaints.
Credit cards most complained about product this quarter
Between July and September 2024, we received 22,366 new complaints about credit cards. This is a significant increase on the number of new complaints reported in the same period the previous year, when we received 4,505 new complaints, and an all-time quarterly high for complaints about this type of product.
The majority of the complaints received about credit cards are about perceived irresponsible and unaffordable lending. In particular, complaints that financial providers should have intervened over persistently high credit balances, high credit limits or provided lower interest rates.
Top five most complained-about products in Q2 2024/25
Download the data: Most complained about products in Q2 2024/2 (XLSX 11KB)5
View or download our full data set
This table shows the number of complaints we received and the uphold rate for each product.
You can filter and search for specific products in the table, or you can download a file of the data.
| Product industry | Product group | Product name | New cases | Uphold rate |
|---|---|---|---|---|
| Banking and Payments | Banking Services | Banking Services | <10 | |
| Banking and Payments | Banking Services | CHAPS Payments | <10 | <30 |
| Banking and Payments | Banking Services | Executorships or Trusteeships | 11 | <30 |
| Banking and Payments | Banking Services | Foreign Currency | 18 | <30 |
| Banking and Payments | Banking Services | International Transfers | 86 | 43% |
| Banking and Payments | Banking Services | Safe Custody | <10 | <30 |
| Banking and Payments | Being categorised | Being categorised | <10 | |
| Banking and Payments | Business Banking | Business Banking | <10 | |
| Banking and Payments | Business Banking | Business Current Accounts | 856 | 43% |
| Banking and Payments | Business Banking | Business Overdrafts | 39 | <30 |
| Banking and Payments | Business Banking | Merchant Services | 145 | 41% |
| Banking and Payments | Business Lending | Bounce Back Loans (BBLS) | 110 | 17% |
| Banking and Payments | Business Lending | Business Lending | <10 | |
| Banking and Payments | Business Lending | Business Loans (Not secured on land) | 77 | 28% |
| Banking and Payments | Business Lending | Commercial Mortgages | 36 | 28% |
| Banking and Payments | Business Lending | Coronavirus Business Interruption Loans (CBILS) | <10 | <30 |
| Banking and Payments | Business Lending | Recovery Loans (RLS) | <10 | <30 |
| Banking and Payments | Credit Card Accounts | Balance Transfers | 33 | 23% |
| Banking and Payments | Credit Card Accounts | Credit Card Accounts | <10 | |
| Banking and Payments | Credit Card Accounts | Credit Cards | 22366 | 24% |
| Banking and Payments | Payment Services | Account Information Services (Open Banking) | <10 | <30 |
| Banking and Payments | Payment Services | Electronic Money (e-money) | 2196 | 29% |
| Banking and Payments | Payment Services | Money Remittance | 29 | <30 |
| Banking and Payments | Payment Services | Payment Initiation Services (Open Banking) | <10 | <30 |
| Banking and Payments | Payment Services | Payment Instruments | 44 | 22% |
| Banking and Payments | Payment Services | Payment Services | 10 | |
| Banking and Payments | Payment Services | Payments Charged to Mobile Phone Bill | <30 | |
| Banking and Payments | Payment Services | Pre-paid Cards | 24 | <30 |
| Banking and Payments | Personal Bank Accounts | Cheques | 57 | 33% |
| Banking and Payments | Personal Bank Accounts | Current Accounts | 9186 | 35% |
| Banking and Payments | Personal Bank Accounts | Debit Cards | 443 | 35% |
| Banking and Payments | Personal Bank Accounts | Direct Debits | 84 | 19% |
| Banking and Payments | Personal Bank Accounts | Online Banking | 126 | 37% |
| Banking and Payments | Personal Bank Accounts | Overdrafts | 824 | 53% |
| Banking and Payments | Personal Bank Accounts | Packaged Bank Accounts | 116 | 24% |
| Banking and Payments | Personal Bank Accounts | Personal Bank Accounts | 23 | |
| Banking and Payments | Personal Bank Accounts | Standing Orders | <10 | <30 |
| Banking and Payments | Savings | Cash ISAs (including cash lifetime ISAs and help to buy ISAs) | 364 | 41% |
| Banking and Payments | Savings | Deposits and Savings Accounts (excluding Cash ISAs) | 332 | 36% |
| Banking and Payments | Savings | Premium Bonds (NS&I only) | 82 | 41% |
| Banking and Payments | Savings | Savings | <10 | |
| Banking and Payments | Savings | Savings Certificates or Bonds | 51 | <30 |
| Being categorised | Being categorised | Being categorised | <10 | <30 |
| Consumer Credit | Being categorised | Being categorised | <10 | |
| Consumer Credit | Credit Services | Credit Broking | 35 | 27% |
| Consumer Credit | Credit Services | Credit Records | 169 | 27% |
| Consumer Credit | Credit Services | Credit Services | <10 | |
| Consumer Credit | Debt Services | Debt Adjusting | <10 | |
| Consumer Credit | Debt Services | Debt Collection | 317 | 30% |
| Consumer Credit | Debt Services | Debt Counselling (inc. Debt Management Plans) | 15 | <30 |
| Consumer Credit | Debt Services | Debt Services | <10 | |
| Consumer Credit | Finance Linked to Goods and Services | Catalogue Shopping | 1053 | 26% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Motor) | 2171 | 26% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Non-motor) | 56 | 67% |
| Consumer Credit | Finance Linked to Goods and Services | Finance Linked to Goods and Services | <10 | |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Motor) | 11817 | 27% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Non-motor, non-rent to own) | 37 | 63% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Rent to own) | 18 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Motor) | 509 | 33% |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Non-motor) | 26 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Motor) | 138 | 25% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Non-motor) | 1378 | 44% |
| Consumer Credit | Finance Linked to Goods and Services | Store Card Accounts | 123 | 25% |
| Consumer Credit | Loans | Guarantor Loans | 57 | <30 |
| Consumer Credit | Loans | Home Credit | 12 | <30 |
| Consumer Credit | Loans | Loans | <10 | |
| Consumer Credit | Loans | Logbook Loans | <10 | <30 |
| Consumer Credit | Loans | Pawnbroking | 16 | <30 |
| Consumer Credit | Loans | Peer to peer lending (Borrowing money) | 14 | <30 |
| Consumer Credit | Loans | Personal Loans | 1734 | 31% |
| Consumer Credit | Loans | Secured Lending (Not on land) | <10 | |
| Consumer Credit | Loans | Short Term Lending (Instalment Loans) | 169 | 25% |
| Consumer Credit | Loans | Short Term Lending (Payday Loans) | 138 | 27% |
| Consumer Credit | Loans | Short Term Lending (Running Account Credit) | 32 | <30 |
| Funeral Planning Services | Funeral Plans | Funeral Plans | <10 | |
| Funeral Planning Services | Funeral Plans | Pre-paid Funeral Plans | 92 | 38% |
| Insurance | Animal Insurance | Animal Insurance | <10 | |
| Insurance | Animal Insurance | Horse Insurance | 12 | <30 |
| Insurance | Animal Insurance | Pet Insurance | 554 | 37% |
| Insurance | Being categorised | Being categorised | 11 | |
| Insurance | Household and Commercial Property Insurance | Building Guarantees | 66 | 31% |
| Insurance | Household and Commercial Property Insurance | Buildings Insurance | 1757 | 41% |
| Insurance | Household and Commercial Property Insurance | Commercial Property Insurance | 354 | 42% |
| Insurance | Household and Commercial Property Insurance | Contents Insurance | 421 | 32% |
| Insurance | Household and Commercial Property Insurance | Home Emergency Insurance | 311 | 34% |
| Insurance | Household and Commercial Property Insurance | Household and Commercial Property Insurance | 17 | |
| Insurance | Household and Commercial Property Insurance | Household Warranties | 232 | 40% |
| Insurance | Household and Commercial Property Insurance | Marine Insurance | 18 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Business Protection Insurance | 90 | 35% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Card Protection Insurance | <30 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Commercial Legal Expenses Insurance | 24 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Covenant Indemnity Insurance | <10 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Legal Expenses and Monetary Loss Insurance | <10 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Legal Expenses Insurance | 184 | 23% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Rent Protection Insurance | 13 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Non-wedding insurance) | <10 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Wedding insurance) | <10 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Tax Liability Insurance | <10 | |
| Insurance | Life and Critical Illness Cover | Critical Illness Cover | 130 | 18% |
| Insurance | Life and Critical Illness Cover | Family Income Plan | <30 | |
| Insurance | Life and Critical Illness Cover | Life and Critical Illness Cover | 19 | |
| Insurance | Life and Critical Illness Cover | Term Assurance | 187 | 23% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Non-reviewable) | 94 | 19% |
| Insurance | Life and Critical Illness Cover | Whole of life Assurance (Reviewable - Life Only) | <10 | |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Reviewable) | 139 | 48% |
| Insurance | Medical Insurance | Income Protection Insurance | 176 | 20% |
| Insurance | Medical Insurance | Long Term Care Insurance | <10 | <30 |
| Insurance | Medical Insurance | Personal Accident Insurance | 27 | 16% |
| Insurance | Medical Insurance | Private Medical or Dental Insurance | 424 | 27% |
| Insurance | Motor Insurance | Car or Motorcycle Insurance | 3386 | 44% |
| Insurance | Motor Insurance | Caravan Insurance | 56 | 43% |
| Insurance | Motor Insurance | Commercial Vehicle Insurance | 294 | 45% |
| Insurance | Motor Insurance | GAP (Guaranteed Asset Protection Insurance) | 62 | <30 |
| Insurance | Motor Insurance | Motor Insurance | 13 | |
| Insurance | Motor Insurance | Motor Warranties | 103 | 36% |
| Insurance | Motor Insurance | Roadside Assistance Insurance | 214 | 33% |
| Insurance | Personal Belongings Insurance (Standalone) | Bicycle Insurance | 14 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Gadget Insurance | 126 | 34% |
| Insurance | Personal Belongings Insurance (Standalone) | Golf Equipment Insurance | <30 | |
| Insurance | Personal Belongings Insurance (Standalone) | Jewellery Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Military Kit Insurance | <10 | |
| Insurance | Personal Belongings Insurance (Standalone) | Mobile Phone Insurance | 230 | 22% |
| Insurance | Personal Belongings Insurance (Standalone) | Musical Instrument Insurance | <10 | |
| Insurance | Personal Belongings Insurance (Standalone) | Personal Belongings Insurance (Standalone) | <10 | |
| Insurance | Personal Belongings Insurance (Standalone) | Photography Equipment Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Workman's Tools Insurance | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Business Loan) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Catalogue Shopping) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Credit Card) | 11 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Hire Purchase) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Mortgage) | 16 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Overdraft) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Payment Protection Insurance) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Personal Loan) | 15 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Store Card) | <10 | <30 |
| Insurance | Travel Insurance Cover | Travel Insurance | 853 | 42% |
| Insurance | Travel Insurance Cover | Travel Insurance Cover | <10 | |
| Investments | Being categorised | Being categorised | <10 | |
| Investments | Bonds and Non-Deposit Savings Plans | Bonds and Non-Deposit Savings Plans | 11 | |
| Investments | Bonds and Non-Deposit Savings Plans | Children's Savings Plans | 18 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Corporate Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Fixed Rate Bonds | <10 | 41% |
| Investments | Bonds and Non-Deposit Savings Plans | Long Term Care Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Mini-bonds | 71 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Offshore Bonds | 12 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Treasury Bonds | <10 | |
| Investments | Bonds and Non-Deposit Savings Plans | Unit Linked Bonds | 71 | 30% |
| Investments | Bonds and Non-Deposit Savings Plans | With-Profits Bonds | 25 | 19% |
| Investments | Derivatives | CFDs (Contracts for Difference) | 47 | 27% |
| Investments | Derivatives | Interest Rate Hedge | <10 | <30 |
| Investments | Derivatives | Rolling Spot Forex | <10 | <30 |
| Investments | Derivatives | Spread Betting | 18 | <30 |
| Investments | Endowments | Endowment Plans (Unit Linked) | 11 | <30 |
| Investments | Endowments | Endowment Plans (With-profits) | 23 | <30 |
| Investments | Endowments | Endowments | <10 | |
| Investments | Endowments | Mortgage Endowments (Unit Linked) | 19 | <30 |
| Investments | Endowments | Mortgage Endowments (With-profits) | <10 | <30 |
| Investments | Endowments | Traded Endowments | <10 | |
| Investments | Investment Funds | Exchange Traded Funds | <10 | <30 |
| Investments | Investment Funds | Investment Funds | 13 | |
| Investments | Investment Funds | Investment Trusts | 44 | 45% |
| Investments | Investment Funds | OEICs (Open-ended Investment Companies) | 12 | 13% |
| Investments | Investment Funds | Unit Trusts | 29 | <30 |
| Investments | ISAs and PEPs | Innovative Finance ISA | <10 | |
| Investments | ISAs and PEPs | ISAs and PEPs | 19 | |
| Investments | ISAs and PEPs | Lifetime ISA (investment only) | 19 | <30 |
| Investments | ISAs and PEPs | PEPs (Personal Equity Plan) | <10 | <30 |
| Investments | ISAs and PEPs | Stocks and Shares ISA | 489 | 43% |
| Investments | Mixed Investment Portfolios | Advisory Service | 89 | 46% |
| Investments | Mixed Investment Portfolios | Discretionary Service | 20 | 33% |
| Investments | Mixed Investment Portfolios | Mixed Investment Portfolios | <10 | |
| Investments | Non-mainstream Investments | Business Relief | <10 | <30 |
| Investments | Non-mainstream Investments | Crowdfunding (investment-based) | <10 | <30 |
| Investments | Non-mainstream Investments | Direct Property Investments | <10 | |
| Investments | Non-mainstream Investments | EIS (Enterprise Investment Scheme) | <10 | <30 |
| Investments | Non-mainstream Investments | Partnerships | <10 | |
| Investments | Non-mainstream Investments | Peer to peer lending (Lending money) | 12 | <30 |
| Investments | Non-mainstream Investments | UCIS (Unregulated Collective Investment Scheme) | <10 | |
| Investments | Stocks and Shares | Employee Share Scheme | 21 | <30 |
| Investments | Stocks and Shares | Registrar Services | <10 | <30 |
| Investments | Stocks and Shares | Share Dealings | 178 | 29% |
| Investments | Stocks and Shares | Stocks and Shares | <10 | |
| Investments | Structured Investments | Capital Protected Structured Products | <10 | <30 |
| Investments | Structured Investments | Structured Investments | <10 | |
| Mortgages | Being categorised | Being categorised | <10 | |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgage (Consumer or Non-Consumer) | 175 | 29% |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgages | <10 | |
| Mortgages | Equity Release | Home Reversion Plans | <10 | <30 |
| Mortgages | Equity Release | Lifetime Mortgage | 43 | 10% |
| Mortgages | Equity Release | Shared Appreciation Mortgage | <10 | <30 |
| Mortgages | Non-Mortgage Residential Finance | Home Purchase Plans (HPPs) | <10 | |
| Mortgages | Residential Mortgages | Bridging Loan | 11 | <30 |
| Mortgages | Residential Mortgages | First Charge Mortgage | 1245 | 33% |
| Mortgages | Residential Mortgages | Help to Buy and Shared Equity Loans | 54 | 62% |
| Mortgages | Residential Mortgages | Residential Mortgages | 23 | |
| Mortgages | Residential Mortgages | Second Charge Mortgage | 109 | 45% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | Additional Voluntary Contributions including FSAVCs | <10 | |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | AVC (Additional Voluntary Contributions) provided by OPS | <10 | <30 |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | FSAVC (Free Standing Additional Voluntary Contributions) | 10 | <30 |
| Pensions and Annuities | Annuities | Annuities | <10 | |
| Pensions and Annuities | Annuities | Conventional Annuities | 133 | 35% |
| Pensions and Annuities | Annuities | Enhanced or Impaired Life Annuities | <10 | <30 |
| Pensions and Annuities | Being categorised | Being categorised | <10 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Benefit Transfer (Not to SIPP) | 74 | 65% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Contribution Transfer (Not to SIPP) | <10 | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | EPP (Executive Pension Plans) | <10 | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Occupational Pension Schemes (OPS) | <10 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | SSAS (Small Self Administered Schemes) | <10 | 63% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Transfer between two OPS | 13 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Mortgages | <10 | |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Term Assurance | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Personal Pensions | 1272 | 44% |
| Pensions and Annuities | Private Pensions (not SIPPs) | Private Pensions (not SIPPs) | 17 | |
| Pensions and Annuities | Private Pensions (not SIPPs) | QROPS (Qualifying Recognised Overseas Pension Scheme) | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Section 32 Plans | 16 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | SERPS (State Earnings Related Pensions Schemes) | 11 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Defined Benefit Transfer (To SIPP) | 72 | 42% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Discretionary Fund Management (DFM) | 13 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Investment Platforms | 27 | 53% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Self-Invested Personal Pensions (SIPPs) | 35 | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Standard Investments | 166 | 46% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | UCIS and other Non-Standard Investments | 35 | 91% |
| Grand total | 73,692 | 34% |