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, April to June 2024/25.
We also publish a 15-month snapshot of data to make it easy to compare trends over the previous quarters.
Every three months, we share quarterly data and information on the complaints we see about financial products and services. This includes the number of enquiries and new complaints we received, as well as the proportion of complaints we resolved in favour of consumers – or ‘upheld’.
Q1 2024/25 – at a glance
74,645
new complaints
+70%
compared to Q1 2023/24
37%
overall uphold rate
- Overall, we received 74,645 new complaints between April and June 2024.
- This is an increase of 70% compared to 43,953 reported in the same period the previous year.
- On average, across all financial products we upheld 37% of the cases we resolved this quarter in favour of the consumer.
- Credit cards were the most complained about product in the first three months of this financial year.
An increase in the number of new complaints
Overall, we received 74,645 new complaints about financial products and services between April and June 2024, compared to 43,953 reported in the same period the previous year.
Around half of the complaints were brought by professional representatives
Professional representatives now account for around half of the complaints received, compared to just 17% reported in the first three months of 2023/24.
Most complaint issues brought by professional representatives relate to either irresponsible and unaffordable lending or motor finance.
However, using a professional representative does not necessarily lead to a more favourable outcome.
Between April and June 2024, only 25% of cases brought to us by professional representatives were found in favour of consumers, compared to 40% of cases referred to us directly by consumers for free.
We recently consulted on a proposed case fee for professional representatives, aiming to make the fee model fairer and better reflect costs. We will provide an update on these proposals in the coming months.
The top five most complained-about products in Q1 2024/25
Credit cards were the most complained about product this quarter
Credit cards were the most complained about product in Q1 2024/25. We received 18,175 new complaints overall, of which 15,580 complaints were about perceived irresponsible and unaffordable lending. Over half of these complaints were referred to us by professional representatives.
Hire purchase (motor) was the second most complained about product in Q1 2024/25. We received 15,925 new complaints, of which around three quarters of these cases were about motor finance commission. Around 90% of motor finance commission cases were submitted by professional representatives.
Other trends across the quarter
Overall, across all financial products, we upheld 37% of the cases we resolved in favour of the consumer. This is consistent with the uphold rate we reported in the same quarter the previous year.
Aside from credit cards and hire purchase (motor), the other three categories in the top five most complained about products were current accounts, car/motorcycle insurance and conditional sale (motor), all of which saw year-on-year increase.
Current accounts were the third most complained about product with 8,698 new complaints this quarter compared to 7,224 we reported in Q1 2023/24.
Car/motorcycle insurance is the fourth most complained about product. We received 3,940 new complaints compared with 3,869 in the same quarter the previous year.
Conditional sale (motor) is the fifth most complained about product. Overall, we received 2,585 complaints in this quarter compared with 1,776 we reported in the first quarter last year.
Buildings insurance complaints are up by 13% to 2,001 complaints compared to the same period in 2023/24.
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 | Personal Bank Accounts | Standing Orders | 11 | <30 |
| Banking and Payments | Savings | Savings Certificates or Bonds | 33 | 49% |
| Banking and Payments | Banking Services | Safe Custody | 11 | <30 |
| Banking and Payments | Business Lending | Recovery Loans (RLS) | <10 | |
| Banking and Payments | Payment Services | Pre-paid Cards | 11 | <30 |
| Banking and Payments | Savings | Premium Bonds (NS&I only) | 97 | 59% |
| Banking and Payments | Payment Services | Payments Charged to Mobile Phone Bill | <10 | |
| Banking and Payments | Payment Services | Payment Instruments | 53 | 23% |
| Banking and Payments | Payment Services | Payment Initiation Services (Open Banking) | <10 | <30 |
| Banking and Payments | Personal Bank Accounts | Packaged Bank Accounts | 161 | 28% |
| Banking and Payments | Personal Bank Accounts | Overdrafts | 1410 | 56% |
| Banking and Payments | Personal Bank Accounts | Online Banking | 117 | 39% |
| Banking and Payments | Payment Services | Money Remittance | 40 | 34% |
| Banking and Payments | Business Banking | Merchant Services | 148 | 41% |
| Banking and Payments | Banking Services | International Transfers | 86 | 47% |
| Banking and Payments | Banking Services | Foreign Currency | 21 | <30 |
| Banking and Payments | Banking Services | Executorships or Trusteeships | <10 | <30 |
| Banking and Payments | Payment Services | Electronic Money (e-money) | 2370 | 38% |
| Banking and Payments | Personal Bank Accounts | Direct Debits | 81 | 27% |
| Banking and Payments | Savings | Deposits and Savings Accounts (excluding Cash ISAs) | 326 | 42% |
| Banking and Payments | Personal Bank Accounts | Debit Cards | 462 | 38% |
| Banking and Payments | Personal Bank Accounts | Current Accounts | 8698 | 42% |
| Banking and Payments | Credit Card Accounts | Credit Cards | 18175 | 31% |
| Banking and Payments | Business Lending | Coronavirus Business Interruption Loans (CBILS) | <10 | |
| Banking and Payments | Business Lending | Commercial Mortgages | 36 | 36% |
| Banking and Payments | Personal Bank Accounts | Cheques | 62 | 40% |
| Banking and Payments | Banking Services | CHAPS Payments | 13 | <30 |
| Banking and Payments | Savings | Cash ISAs (including cash lifetime ISAs and help to buy ISAs) | 426 | 52% |
| Banking and Payments | Business Banking | Business Overdrafts | 56 | <30 |
| Banking and Payments | Business Lending | Business Loans (Not secured on land) | 67 | 29% |
| Banking and Payments | Business Banking | Business Current Accounts | 909 | 45% |
| Banking and Payments | Business Lending | Bounce Back Loans (BBLS) | 101 | 25% |
| Banking and Payments | Banking Services | Being Categorised | <10 | |
| Banking and Payments | Business Banking | Being Categorised | <10 | |
| Banking and Payments | Business Lending | Being Categorised | <10 | |
| Banking and Payments | Credit Card Accounts | Being Categorised | <10 | |
| Banking and Payments | Payment Services | Being Categorised | <10 | |
| Banking and Payments | Personal Bank Accounts | Being Categorised | 31 | |
| Banking and Payments | Savings | Being Categorised | 12 | |
| Banking and Payments | Credit Card Accounts | Balance Transfers | 34 | 30% |
| Banking and Payments | Payment Services | Account Information Services (Open Banking) | <10 | <30 |
| Being Confirmed | Being Categorised | Being Categorised | 45 | <30 |
| Being Confirmed | Mainstream Investments | Being Categorised | ||
| Consumer Credit | Finance Linked to Goods and Services | Store Card Accounts | 93 | 32% |
| Consumer Credit | Loans | Short Term Lending (Running Account Credit) | 32 | 33% |
| Consumer Credit | Loans | Short Term Lending (Payday Loans) | 161 | 23% |
| Consumer Credit | Loans | Short Term Lending (Instalment Loans) | 222 | 23% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Non-motor) | 1410 | 47% |
| Consumer Credit | Finance Linked to Goods and Services | Point of Sale Loans (Motor) | 134 | 37% |
| Consumer Credit | Loans | Personal Loans | 1845 | 35% |
| Consumer Credit | Loans | Peer to peer lending (Borrowing money) | 12 | <30 |
| Consumer Credit | Loans | Pawnbroking | <10 | <30 |
| Consumer Credit | Loans | Logbook Loans | 13 | |
| Consumer Credit | Loans | Home Credit | <10 | <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 | Hiring, Leasing or Renting (Motor) | 511 | 37% |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Rent to own) | 16 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Non-motor, non-rent to own) | 30 | <30 |
| Consumer Credit | Finance Linked to Goods and Services | Hire Purchase (Motor) | 15925 | 23% |
| Consumer Credit | Loans | Guarantor Loans | 33 | <30 |
| Consumer Credit | Debt Services | Debt Counselling (inc. Debt Management Plans) | 15 | <30 |
| Consumer Credit | Debt Services | Debt Collection | 314 | 40% |
| Consumer Credit | Debt Services | Debt Adjusting | <10 | |
| Consumer Credit | Credit Services | Credit Records | 175 | 40% |
| Consumer Credit | Credit Services | Credit Broking | 31 | 8% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Non-motor) | 59 | 57% |
| Consumer Credit | Finance Linked to Goods and Services | Conditional Sale (Motor) | 2585 | 26% |
| Consumer Credit | Finance Linked to Goods and Services | Catalogue Shopping | 859 | 25% |
| Consumer Credit | Credit Services | Being Categorised | <10 | |
| Consumer Credit | Debt Services | Being Categorised | <10 | |
| Consumer Credit | Finance Linked to Goods and Services | Being Categorised | <10 | |
| Consumer Credit | Loans | Being Categorised | <10 | |
| Funeral Planning Services | Funeral Plans | Pre-paid Funeral Plans | 68 | 36% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Reviewable) | 119 | 37% |
| Insurance | Life and Critical Illness Cover | Whole of Life Assurance (Non-reviewable) | 89 | 23% |
| Insurance | Travel Insurance Cover | Travel Insurance | 837 | 44% |
| Insurance | Life and Critical Illness Cover | Term Assurance (Life Only) | ||
| Insurance | Life and Critical Illness Cover | Term Assurance | 214 | 15% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Tax Liability Insurance | <10 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Wedding insurance) | <10 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Special Event Insurance (Non-wedding insurance) | 11 | <30 |
| Insurance | Motor Insurance | Roadside Assistance Insurance | 178 | 42% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Rent Protection Insurance | <10 | <30 |
| Insurance | Medical Insurance | Private Medical or Dental Insurance | 414 | 29% |
| Insurance | PPI (Payment Protection Insurance) | PPI (Store Card) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Secured Loan - not a mortgage) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Personal Loan) | <10 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Mortgage) | 28 | <30 |
| Insurance | PPI (Payment Protection Insurance) | PPI (Hire Purchase) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Credit Card) | 12 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Catalogue Shopping) | <10 | |
| Insurance | PPI (Payment Protection Insurance) | PPI (Business Loan) | <10 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Photography Equipment Insurance | <10 | <30 |
| Insurance | Animal Insurance | Pet Insurance | 502 | 33% |
| Insurance | Medical Insurance | Personal Accident Insurance | 40 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Musical Instrument Insurance | <30 | |
| Insurance | Motor Insurance | Motor Warranties | 113 | 31% |
| Insurance | Personal Belongings Insurance (Standalone) | Mobile Phone Insurance | 170 | 29% |
| Insurance | Personal Belongings Insurance (Standalone) | Military Kit Insurance | ||
| Insurance | Household and Commercial Property Insurance | Marine Insurance | 12 | |
| Insurance | Medical Insurance | Long Term Care Insurance | <10 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Legal Expenses Insurance | 185 | 31% |
| Insurance | Personal Belongings Insurance (Standalone) | Jewellery Insurance | <10 | <30 |
| Insurance | Medical Insurance | Income Protection Insurance | 194 | 15% |
| Insurance | Household and Commercial Property Insurance | Household Warranties | 259 | 39% |
| Insurance | Animal Insurance | Horse Insurance | 18 | <30 |
| Insurance | Household and Commercial Property Insurance | Home Emergency Insurance | 463 | 43% |
| Insurance | Personal Belongings Insurance (Standalone) | Golf Equipment Insurance | <10 | <30 |
| Insurance | Motor Insurance | GAP (Guaranteed Asset Protection Insurance) | 19 | <30 |
| Insurance | Personal Belongings Insurance (Standalone) | Gadget Insurance | 119 | 32% |
| Insurance | Life and Critical Illness Cover | Family Income Plan | <10 | |
| Insurance | Life and Critical Illness Cover | Critical Illness Cover | 126 | 14% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Covenant Indemnity Insurance | <10 | |
| Insurance | Household and Commercial Property Insurance | Contents Insurance | 410 | 35% |
| Insurance | Motor Insurance | Commercial Vehicle Insurance | 319 | 45% |
| Insurance | Household and Commercial Property Insurance | Commercial Property Insurance | 350 | 39% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Commercial Legal Expenses Insurance | 20 | <30 |
| Insurance | Legal Expenses and Monetary Loss Insurance | Card Protection Insurance | <10 | |
| Insurance | Motor Insurance | Caravan Insurance | 49 | 31% |
| Insurance | Motor Insurance | Car or Motorcycle Insurance | 3940 | 47% |
| Insurance | Legal Expenses and Monetary Loss Insurance | Business Protection Insurance | 82 | 38% |
| Insurance | Household and Commercial Property Insurance | Buildings Insurance | 2001 | 42% |
| Insurance | Household and Commercial Property Insurance | Building Guarantees | 82 | 40% |
| Insurance | Personal Belongings Insurance (Standalone) | Bicycle Insurance | 17 | <30 |
| Insurance | Animal Insurance | Being Categorised | <10 | |
| Insurance | Household and Commercial Property Insurance | Being Categorised | 17 | |
| Insurance | Legal Expenses and Monetary Loss Insurance | Being Categorised | <10 | |
| Insurance | Life and Critical Illness Cover | Being Categorised | 11 | |
| Insurance | Medical Insurance | Being Categorised | 10 | |
| Insurance | Motor Insurance | Being Categorised | 13 | |
| Insurance | Personal Belongings Insurance (Standalone) | Being Categorised | <10 | |
| Insurance | PPI (Payment Protection Insurance) | Being Categorised | <10 | |
| Insurance | Travel Insurance Cover | Being Categorised | <10 | |
|
Investments |
Bonds and Non-Deposit Savings Plans | With-profits Bonds | 27 | 36% |
| Investments | Investment Funds | Unit Trusts | 21 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Unit Linked Bonds | 58 | 40% |
| Investments | Non-mainstream Investments | UCIS (Unregulated Collective Investment Scheme) | <10 | |
| Investments | ISAs and PEPs | Stocks and Shares ISA | 339 | 33% |
| Investments | Derivatives | Spread Betting | 11 | <30 |
| Investments | Stocks and Shares | Share Dealings | 142 | 32% |
| Investments | Structured Investments | SCARPs (Structured Capital at Risk Products) | ||
| Investments | Derivatives | Rolling Spot Forex | <30 | |
| Investments | Stocks and Shares | Registrar Services | <10 | |
| Investments | ISAs and PEPs | PEPs (Personal Equity Plan) | <10 | <30 |
| Investments | Non-mainstream Investments | Peer to peer lending (Lending money) | <10 | |
| Investments | Bonds and Non-Deposit Savings Plans | Offshore Bonds | 12 | <30 |
| Investments | Investment Funds | OEICs (Open-ended Investment Companies) | 11 | 6% |
| Investments | Endowments | Mortgage Endowments (With-profits) | 11 | <30 |
| Investments | Endowments | Mortgage Endowments (Unit Linked) | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Mini-bonds | 31 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Long Term Care Bonds | <10 | <30 |
| Investments | ISAs and PEPs | Lifetime ISA (investment only) | 18 | <30 |
| Investments | Investment Funds | Investment Trusts | 50 | 28% |
| Investments | ISAs and PEPs | Innovative Finance ISA | <10 | |
| Investments | Bonds and Non-Deposit Savings Plans | Fixed Rate Bonds | 50 | 47% |
| Investments | Investment Funds | Exchange Traded Funds | 11 | |
| Investments | Endowments | Endowment Plans (With-profits) | 16 | <30 |
| Investments | Endowments | Endowment Plans (Unit Linked) | 10 | <30 |
| Investments | Stocks and Shares | Employee Share Scheme | 11 | 44% |
| Investments | Non-mainstream Investments | EIS (Enterprise Investment Scheme) | <10 | <30 |
| Investments | Mixed Investment Portfolios | Discretionary Service | 26 | <30 |
| Investments | Non-mainstream Investments | Direct Property Investments | <10 | |
| Investments | Non-mainstream Investments | Crowdfunding (investment-based) | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Corporate Bonds | <10 | <30 |
| Investments | Bonds and Non-Deposit Savings Plans | Children's Savings Plans | 29 | 26% |
| Investments | Derivatives | CFDs (Contracts for Difference) | 52 | 26% |
| Investments | Structured Investments | Capital Protected Structured Products | <10 | |
| Investments | Non-mainstream Investments | Business Relief | <10 | |
| Investments | Bonds and Non-Deposit Savings Plans | Being Categorised | 15 | |
| Investments | Endowments | Being Categorised | <10 | |
| Investments | Investment Funds | Being Categorised | 10 | |
| Investments | ISAs and PEPs | Being Categorised | 18 | |
| Investments | Mixed Investment Portfolios | Being Categorised | <10 | |
| Investments | Non-mainstream Investments | Being Categorised | <10 | |
| Investments | Stocks and Shares | Being Categorised | <10 | |
| Investments | Mixed Investment Portfolios | Advisory Service | 65 | 33% |
| Mortgages | Equity Release | Shared Appreciation Mortgage | <10 | |
| Mortgages | Residential Mortgages | Second Charge Mortgage | 81 | 32% |
| Mortgages | Non-Mortgage Residential Finance | Sale and Rent back | <10 | |
| Mortgages | Equity Release | Lifetime Mortgage | 59 | 8% |
| Mortgages | Equity Release | Home Reversion Plans | <10 | |
| Mortgages | Non-Mortgage Residential Finance | Home Purchase Plans (HPPs) | ||
| Mortgages | Residential Mortgages | Help to Buy and Shared Equity Loans | 34 | <30 |
| Mortgages | Residential Mortgages | First Charge (Repayment) | 1341 | 35% |
| Mortgages | Buy-to-let Mortgages | Buy-to-let Mortgage (Consumer or Non-consumer) | 187 | 33% |
| Mortgages | Residential Mortgages | Bridging Loan | <10 | |
| Mortgages | Buy-to-let Mortgages | Being Categorised | <10 | |
| Mortgages | Equity Release | Being Categorised | <10 | |
| Mortgages | Non-Mortgage Residential Finance | Being Categorised | <10 | |
| Mortgages | Residential Mortgages | Being Categorised | 19 | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | UCIS and other Non-Standard Investments | 39 | 83% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Transfer between two OPS | <10 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Standard Investments | 147 | 39% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | SSAS (Small Self Administered Schemes) | <10 | 90% |
| Pensions and Annuities | Private Pensions (not SIPPs) | SERPS (State Earnings Related Pensions Schemes) | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Section 32 Plans | 18 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | QROPS (Qualifying Recognised Overseas Pension Scheme) | <10 | <30 |
| Pensions and Annuities | Private Pensions (not SIPPs) | Personal Pensions | 793 | 43% |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Term Assurance | <10 | |
| Pensions and Annuities | Private Pensions (not SIPPs) | Pension Mortgages | <10 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Investment Platforms | 27 | 26% |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | FSAVC (Free Standing Additional Voluntary Contributions) | 19 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Family Pension Trusts | <10 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | EPP (Executive Pension Plans) | <10 | <30 |
| Pensions and Annuities | Annuities | Enhanced or Impaired Life Annuities | 12 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Discretionary Fund Management (DFM) | 13 | <30 |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Contribution Transfer (Not to SIPP) | 14 | <30 |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Defined Benefit Transfer (To SIPP) | 86 | 60% |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Defined Benefit Transfer (Not to SIPP) | 77 | 46% |
| Pensions and Annuities | Annuities | Conventional Annuities | 136 | 38% |
| Pensions and Annuities | Annuities | Being Categorised | <10 | |
| Pensions and Annuities | Occupational Pension Schemes (OPS) | Being Categorised | <10 | |
| Pensions and Annuities | Private Pensions (not SIPPs) | Being Categorised | 12 | |
| Pensions and Annuities | Self-Invested Personal Pensions (SIPPs) | Being Categorised | 38 | |
| Pensions and Annuities | Additional Voluntary Contributions including FSAVCs | AVC (Additional Voluntary Contributions) provided by OPS | 10 | <30 |
| Grand total | 74,645 | 37% |
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.
