We regularly publish data and insight about the complaints we receive. The information on this page is about complaints received during the third quarter (Q3) of financial year 2024/25, October and December 2024.
We also publish a 15-month snapshot of data to make it easy to compare trends over the previous quarters.
Q3 2024/25 – at a glance
68,430
new complaints
+40%
compared to Q3 2023/24
34%
overall uphold rate
- We received 68,430 complaints between October and December 2024.
- This is a slight drop on the previous quarter (73,692), but a rise compared to the number of complaints (47,868) reported in the third quarter of 2023/24.
- Of the cases we resolved this quarter – across all financial products – we upheld 34% in favour of the consumer.
- The most complained about product was hire purchase – which rose because of complaints about motor finance commission arrangements.
Top five most complained-about products
The top five most complained about products this quarter were:
- Hire purchase (motor) – 15,956
- Credit cards – 10,957
- Current accounts – 8,830
- Car/motorcycle insurance – 3,660
- Conditional sale (motor) – 2,702
Download the data: Top five most complained about products in the last five years (XLSX 11KB)
Hire purchase was the most complained about product this quarter
Over this quarter, we received 15,956 complaints about hire purchase. This is almost three times the number we reported in Q3 last year (5,419) and a steep rise on last quarter’s figure (11,817).
Complaints about motor finance commission have driven the increase in both hire purchase (motor) and conditional sale (motor) complaints.
Credit cards complaints fell in Q3 but are still high
We received 10,957 credit card complaints over this quarter – almost half of what we received in the last quarter (22,366). But this is still nearly twice the number we reported in Q3 of 2023/24, when consumers lodged 5,660 complaints about credit cards.
However, as last year, most credit card complaints were about unaffordable or irresponsible lending. In the last quarter, we received 8,221 new complaints, compared to just 3,086 reported in Q3 2022/23.
Download the data: New complaints about credit cards (XLSX 10KB)
Other trends across the quarter
Fraud and scams continue to drive complaints about current accounts
The number of new cases about current accounts dropped slightly in Q3 (8,830) when compared to the previous quarter (9,091). This was still higher than the 7,804 complaints that we reported in the same period in 2023/24.
Complaints about car/motorcycle insurance
Car/motorcycle insurance continues to be the most complained about insurance product. We received 3,660 new complaints overall, of which 759 complaints were about administration and customer service issues.
Complaints brought by professional representatives
We’re seeing high level of complaints brought by professional representatives, particularly about hire purchase (motor), credit cards and current accounts.
The number of new complaints on this chart is rounded to the neared hundred.
From April to December 2024, professional representatives accounted for around 47% of the cases we received, compared to just 21% reported in the first nine months of 2023/24.
We also recently announced that we’ll be proceeding with our proposal to charge professional representatives £250 to refer a case to our service from 1 April 2025.
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 | <10 | <30 |
| Banking and Payments | Banking Services | Foreign Currency | 13 | <30 |
| Banking and Payments | Banking Services | International Transfers | 90 | 33% |
| 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 | 992 | 38% |
| Banking and Payments | Business Banking | Business Overdrafts | 64 | 17% |
| Banking and Payments | Business Banking | Merchant Services | 207 | 41% |
| Banking and Payments | Business Lending | Bounce Back Loans (BBLS) | 84 | 31% |
| Banking and Payments | Business Lending | Business Lending | <10 | |
| Banking and Payments | Business Lending | Business Loans (Not secured on land) | 78 | 17% |
| Banking and Payments | Business Lending | Commercial Mortgages | 44 | <30 |
| 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 | 41 | <30 |
| Banking and Payments | Credit Card Accounts | Credit Card Accounts | <10 | |
| Banking and Payments | Credit Card Accounts | Credit Cards | 10,957 | 25% |
| Banking and Payments | Payment Services | Account Information Services (Open Banking) | <10 | <30 |
| Banking and Payments | Payment Services | Electronic Money (e-money) | 2,234 | 30% |
| Banking and Payments | Payment Services | Money Remittance | 33 | <30 |
| Banking and Payments | Payment Services | Payment Initiation Services (Open Banking) | <10 | |
| Banking and Payments | Payment Services | Payment Instruments | 37 | <30 |
| Banking and Payments | Payment Services | Payment Services | 11 | |
| Banking and Payments | Payment Services | Payments Charged to Mobile Phone Bill | <10 | |
| Banking and Payments | Payment Services | Pre-paid Cards | 29 | <30 |
| Banking and Payments | Personal Bank Accounts | Cheques | 67 | 34% |
| Banking and Payments | Personal Bank Accounts | Current Accounts | 8,830 | 32% |
| Banking and Payments | Personal Bank Accounts | Debit Cards | 500 | 31% |
| Banking and Payments | Personal Bank Accounts | Direct Debits | 83 | 27% |
| Banking and Payments | Personal Bank Accounts | Online Banking | 131 | 29% |
| Banking and Payments | Personal Bank Accounts | Overdrafts | 672 | 47% |
| Banking and Payments | Personal Bank Accounts | Packaged Bank Accounts | 103 | 20% |
| Banking and Payments | Personal Bank Accounts | Personal Bank Accounts | 33 | |
| Banking and Payments | Personal Bank Accounts | Standing Orders | 11 | <30 |
| Banking and Payments | Savings | Cash ISAs (including cash lifetime ISAs and help to buy ISAs) | 359 | 34% |
| Banking and Payments | Savings | Deposits and Savings Accounts (excluding Cash ISAs) | 348 | 36% |
| Banking and Payments | Savings | Premium Bonds (NS&I only) | 81 | 45% |
| Banking and Payments | Savings | Savings | <10 | |
| Banking and Payments | Savings | Savings Certificates or Bonds | 62 | 42% |
| Being categorised | Being categorised | Being categorised | 10 | <30 |
| Consumer Credit | Being categorised | Being categorised | <10 | |
| Consumer Credit | Credit Services | Credit Broking | 32 | 14% |
| Consumer Credit | Credit Services | Credit Records | 215 | 38% |
| Consumer Credit | Debt Services | Debt Adjusting | <10 | <30 |
| Consumer Credit | Debt Services | Debt Collection | 343 | 24% |
| Consumer Credit | Debt Services | Debt Counselling (inc. Debt Management Plans) | 19 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Catalogue Shopping | 575 | 30% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Motor) | 2,702 | 28% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Non-motor) | 62 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Finance Linked to Goods and Services | 256 | |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Motor) | 15,956 | 36% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Non-motor, non-rent to own) | 45 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Rent to own) | 31 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Motor) | 514 | 30% |
| Consumer Credit | Finance Linked to Goods and Services | Hiring, Leasing or Renting (Non-motor) | 35 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Motor) | 217 | 35% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Non-motor) | 1,421 | 48% |
| Consumer Credit | Finance Linked to Goods and Services | Store Card Accounts | 130 | 31% |
| Consumer Credit | Loans | Guarantor Loans | 38 | <30 |
| Consumer Credit | Loans | Home Credit | <10 | <30 |
| Consumer Credit | Loans | Logbook Loans | <10 | <30 |
| Consumer Credit | Loans | Pawnbroking | <10 | <30 |
| Consumer Credit | Loans | Peer to peer lending (Borrowing money) | <10 | <30 |
| Consumer Credit | Loans | Personal Loans | 2,195 | 31% |
| Consumer Credit | Loans | Short Term Lending (Instalment Loans) | 219 | 23% |
| Consumer Credit | Loans | Short Term Lending (Payday Loans) | 152 | 23% |
| Consumer Credit | Loans | Short Term Lending (Running Account Credit) | 48 | <30 |
| Funeral Planning Services | Funeral Plans | Funeral Plans | <10 | |
| Funeral Planning Services | Funeral Plans | Pre-paid Funeral Plans | 58 | 43% |
| Insurance | Animal Insurance | Animal Insurance | <10 | |
| Insurance | Animal Insurance | Horse Insurance | 10 | <30 |
| Insurance | Animal Insurance | Pet Insurance | 628 | 40% |
| Insurance | Being categorised | Being categorised | 11 | |
| Insurance | Household and Commercial Property Insurance | Building Guarantees | 114 | 52% |
| Insurance | Household and Commercial Property Insurance | Buildings Insurance | 1,761 | 41% |
| Insurance | Household and Commercial Property Insurance | Commercial Property Insurance | 358 | 47% |
| Insurance | Household and Commercial Property Insurance | Contents Insurance | 453 | 32% |
| Insurance | Household and Commercial Property Insurance | Home Emergency Insurance | 353 | 42% |
| Insurance | Household and Commercial Property Insurance | Household and Commercial Property Insurance | 24 | |
| Insurance | Household and Commercial Property Insurance | Household Warranties | 248 | 31% |
| Insurance | Household and Commercial Property Insurance | Marine Insurance | 14 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Business Protection Insurance | 103 | 36% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Card Protection Insurance | <10 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Commercial Legal Expenses Insurance | 40 | <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 | 237 | 23% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Rent Protection Insurance | 31 | <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 | Life and Critical Illness Cover | Critical Illness Cover | 148 | 21% |
| Insurance | Life and Critical Illness Cover | Life and Critical Illness Cover | 21 | |
| Insurance | Life and Critical Illness Cover | Term Assurance | 209 | 22% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Non-reviewable) | 104 | 22% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Reviewable) | 133 | 43% |
| Insurance | Medical Insurance | Income Protection Insurance | 201 | 23% |
| Insurance | Medical Insurance | Long Term Care Insurance | <10 | <30 |
| Insurance | Medical Insurance | Medical Insurance | <10 | |
| Insurance | Medical Insurance | Personal Accident Insurance | 34 | 33% |
| Insurance | Medical Insurance | Private Medical or Dental Insurance | 548 | 25% |
| Insurance | Motor Insurance | Car or Motorcycle Insurance | 3,660 | 41% |
| Insurance | Motor Insurance | Caravan Insurance | 43 | 33% |
| Insurance | Motor Insurance | Commercial Vehicle Insurance | 314 | 49% |
| Insurance | Motor Insurance | GAP (Guaranteed Asset Protection Insurance) | 97 | <30 |
| Insurance | Motor Insurance | Motor Insurance | <10 | |
| Insurance | Motor Insurance | Motor Warranties | 123 | 46% |
| Insurance | Motor Insurance | Roadside Assistance Insurance | 280 | 42% |
| Insurance | Personal Belongings Insurance (Standalone) | Bicycle Insurance | 20 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Gadget Insurance | 144 | 31% |
| Insurance | Personal Belongings Insurance (Standalone) | Golf Equipment Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Jewellery Insurance | 13 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Military Kit Insurance | <30 | |
| Insurance | Personal Belongings Insurance (Standalone) | Mobile Phone Insurance | 255 | 28% |
| Insurance | Personal Belongings Insurance (Standalone) | Musical Instrument Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Personal Belongings Insurance (Standalone) | 14 | |
| Insurance | Personal Belongings Insurance (Standalone) | Photography Equipment Insurance | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Workman's Tools Insurance | <30 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Business Loan) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Catalogue Shopping) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Credit Card) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Hire Purchase) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Mortgage) | 23 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Overdraft) | <30 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Payment Protection Insurance) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Personal Loan) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Secured Loan - not a mortgage) | <10 | |
| Insurance | Travel Insurance Cover | Travel Insurance | 1,079 | 35% |
| Insurance | Travel Insurance Cover | Travel Insurance Cover | 14 | |
| Investments | Being categorised | Being categorised | <10 | |
| Investments | Bonds and Non-Deposit Savings Plans | Bonds and Non-Deposit Savings Plans | 17 | |
| Investments | Bonds and Non-Deposit Savings Plans | Children's Savings Plans | 28 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Corporate Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Long Term Care Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Mini-bonds | 35 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Offshore Bonds | 12 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Treasury Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Unit Linked Bonds | 76 | 39% |
| Investments | Bonds and Non-Deposit Savings Plans | With-Profits Bonds | 46 | <30 |
| Investments | Derivatives | CFDs (Contracts for Difference) | 54 | 31% |
| Investments | Derivatives | Rolling Spot Forex | <10 | |
| Investments | Derivatives | Spread Betting | <10 | <30 |
| Investments | Endowments | Endowment Plans (Unit Linked) | <10 | <30 |
| Investments | Endowments | Endowment Plans (With-profits) | 15 | <30 |
| Investments | Endowments | Mortgage Endowments (Unit Linked) | 16 | <30 |
| Investments | Endowments | Mortgage Endowments (With-profits) | 13 | <30 |
| Investments | Investment Funds | Exchange Traded Funds | <10 | <30 |
| Investments | Investment Funds | Investment Funds | <10 | |
| Investments | Investment Funds | Investment Trusts | 59 | 43% |
| Investments | Investment Funds | Non-Structured Periodically Guaranteed Funds | <10 | |
| Investments | Investment Funds | OEICs (Open-ended Investment Companies) | <10 | <30 |
| Investments | Investment Funds | Unit Trusts | 26 | <30 |
| Investments | ISAs and PEPs | Innovative Finance ISA | <10 | <30 |
| Investments | ISAs and PEPs | ISAs and PEPs | 11 | |
| Investments | ISAs and PEPs | Lifetime ISA (investment only) | 10 | <30 |
| Investments | ISAs and PEPs | PEPs (Personal Equity Plan) | <10 | <30 |
| Investments | ISAs and PEPs | Stocks and Shares ISA | 405 | 45% |
| Investments | Mixed Investment Portfolios | Advisory Service | 90 | 41% |
| Investments | Mixed Investment Portfolios | Discretionary Service | 19 | 26% |
| Investments | Mixed Investment Portfolios | Mixed Investment Portfolios | <10 | |
| Investments | Non-mainstream Investments | Business Relief | <10 | <30 |
| Investments | Non-mainstream Investments | Crowdfunding (investment-based) | 13 | 3% |
| Investments | Non-mainstream Investments | Direct Property Investments | <10 | |
| Investments | Non-mainstream Investments | EIS (Enterprise Investment Scheme) | <10 | <30 |
| Investments | Non-mainstream Investments | Peer to peer lending (Lending money) | <10 | <30 |
| Investments | Non-mainstream Investments | UCIS (Unregulated Collective Investment Scheme) | <10 | <30 |
| Investments | Stocks and Shares | Employee Share Scheme | 14 | <30 |
| Investments | Stocks and Shares | Registrar Services | <10 | |
| Investments | Stocks and Shares | Share Dealings | 149 | 29% |
| Investments | Stocks and Shares | Stocks and Shares | <10 | |
| Investments | Structured Investments | Capital Protected Structured Products | <10 | <30 |
| Investments | Structured Investments | SCARPs (Structured Capital at Risk Products) | <10 | <30 |
| Mortgages | Being categorised | Being categorised | <10 | |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgage (Consumer or Non-Consumer) | 199 | 28% |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgages | <10 | |
| Mortgages | Equity Release | Equity Release | <10 | |
| Mortgages | Equity Release | Home Reversion Plans | <10 | |
| Mortgages | Equity Release | Lifetime Mortgage | 88 | 18% |
| Mortgages | Equity Release | Shared Appreciation Mortgage | 11 | <30 |
| Mortgages | Non-Mortgage Residential Finance | Non-Mortgage Residential Finance | <10 | |
| Mortgages | Residential Mortgages | Bridging Loan | <10 | <30 |
| Mortgages | Residential Mortgages | First Charge Mortgage | 1,271 | 33% |
| Mortgages | Residential Mortgages | Help to Buy and Shared Equity Loans | 71 | 67% |
| Mortgages | Residential Mortgages | Residential Mortgages | 27 | |
| Mortgages | Residential Mortgages | Second Charge Mortgage | 98 | 44% |
| 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 | 101 | 46% |
| Pensions and Annuities | Annuities | Enhanced or Impaired Life Annuities | 11 | <30 |
| Pensions and Annuities | Being categorised | Being categorised | <10 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Benefit Transfer (Not to SIPP) | 77 | 38% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Contribution Transfer (Not to SIPP) | 17 | <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) | 26 | 58% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Transfer between two OPS | 10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Mortgages | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Term Assurance | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Personal Pensions | 1,234 | 40% |
| 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 | 10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | SERPS (State Earnings Related Pensions Schemes) | <10 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Defined Benefit Transfer (To SIPP) | 79 | 53% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Discretionary Fund Management (DFM) | 15 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Family Pension Trusts | <10 | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Investment Platforms | 47 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Self-Invested Personal Pensions (SIPPs) | 40 | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Standard Investments | 169 | 45% |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | UCIS and other Non-Standard Investments | 26 | 94% |
| Grand total | 68,430 | 34% |
About this data
We publish complaints data on financial products and services every quarter and updates on business complaints data every six months. Our quarterly updates on financial products and services include the number of enquiries and new cases we received, and the proportion of complaints resolved in favour of customers.
For information on the complaints we received about claims management companies (CMCs), please see our CMC quarterly data.
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In each release of quarterly data (about both financial products and relating to complaints about claims management companies), we publish the number of new enquiries and new complaints received in the period, together with the number of ombudsman referrals and the percentage of cases upheld in favour of the customer.
We publish data about products and services where we have received at least 10 new complaints in the reporting period. Products and services where we have received at least one, but fewer than 10 new complaints, are denoted as “<10”. We publish an uphold rate where we have resolved 30 or more complaints about the relevant product or service in the period.