Quarterly complaints data: Q4 2023/24

The data on this page covers January to March 2024 (Q4 2023/24).

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.

First published: 12 July 2024

Between January and March 2024, we received 99,819 new enquiries and 57,217 new complaints about financial products. On average we upheld 37% of the complaints resolved in this quarter. The most complained-about product was credit cards, followed by hire purchase (motor).

The top five most complained-about products

  1. Credit cards – 9,567
  2. Hire purchase (motor) – 9,345
  3. Current accounts – 7826
  4. Car or motorcycle insurance – 4,172
  5. Conditional sale (motor) – 2,127

To explore our data set, you can select the column headers, search for specific data, or download the full data as a CSV file.

Industry Group Product Enquiries New cases Ombudsman's decision % of cases upheld
Banking and Payments Banking Services CHAPS Payments 17 17 <10 <30
Banking and Payments Banking Services Executorships or Trusteeships <10 <10 <10 <30
Banking and Payments Banking Services Foreign Currency 20 17 <10 <30
Banking and Payments Banking Services International Transfers 151 116 24 46%
Banking and Payments Banking Services Safe Custody 11 10 <10 <30
Banking and Payments Banking Services Being categorised 15 <10 -  
Banking and Payments Business Banking Being categorised 23 <10 -  
Banking and Payments Business Banking Business Current Accounts 1520 1062 195 42%
Banking and Payments Business Banking Business Overdrafts 79 63 - <30
Banking and Payments Business Banking Merchant Services 227 152 21 36%
Banking and Payments Business Lending Being categorised <10 <10 -  
Banking and Payments Business Lending Bounce Back Loans (BBLS) 150 122 32 20%
Banking and Payments Business Lending Business Loans (Not secured on land) 123 92 <10 <30
Banking and Payments Business Lending Commercial Mortgages 36 38 20 31%
Banking and Payments Business Lending Coronavirus Business Interruption Loans (CBILS) 10 11 - <30
Banking and Payments Business Lending Recovery Loans (RLS) <10 <10 <10 <30
Banking and Payments Credit Card Accounts Balance Transfers 47 37 <10 43%
Banking and Payments Credit Card Accounts Being categorised 33 <10 -  
Banking and Payments Credit Card Accounts Credit Cards 14411 9567 667 43%
Banking and Payments Payment Services Account Information Services (Open Banking) 13 <10 <10 <30
Banking and Payments Payment Services Being categorised 15 <10 -  
Banking and Payments Payment Services Electronic Money (e-money) 3121 2065 203 37%
Banking and Payments Payment Services Money Remittance 51 33 <10 48%
Banking and Payments Payment Services Payment Initiation Services (Open Banking) 18 10 <10 <30
Banking and Payments Payment Services Payment Instruments 32 16 <10 47%
Banking and Payments Payment Services Payments Charged to Mobile Phone Bill <10 - -  
Banking and Payments Payment Services Pre-paid Cards 29 14 <10 <30
Banking and Payments Personal Bank Accounts Being categorised 67 19 -  
Banking and Payments Personal Bank Accounts Cheques 112 86 31 44%
Banking and Payments Personal Bank Accounts Current Accounts 10708 7826 1424 41%
Banking and Payments Personal Bank Accounts Debit Cards 526 463 105 39%
Banking and Payments Personal Bank Accounts Direct Debits 138 101 23 32%
Banking and Payments Personal Bank Accounts Online Banking 211 162 20 45%
Banking and Payments Personal Bank Accounts Overdrafts 1036 911 82 53%
Banking and Payments Personal Bank Accounts Packaged Bank Accounts 223 105 17 23%
Banking and Payments Personal Bank Accounts Standing Orders 15 10 <10 <30
Banking and Payments Savings Being categorised 28 <10 -  
Banking and Payments Savings Cash ISAs (including cash lifetime ISAs and help to buy ISAs) 592 488 87 49%
Banking and Payments Savings Deposits and Savings Accounts (excluding Cash ISAs) 437 376 109 38%
Banking and Payments Savings Premium Bonds (NS&I only) 99 76 23 55%
Banking and Payments Savings Savings Certificates or Bonds 42 33 15 42%
Banking and Payments Being categorised Being categorised 2130 <10 -  
Consumer Credit Credit Services Being categorised 12 <10 -  
Consumer Credit Credit Services Credit Broking 55 51 <10 2%
Consumer Credit Credit Services Credit Records 277 147 25 38%
Consumer Credit Debt Services Being categorised 28 <10 -  
Consumer Credit Debt Services Debt Adjusting <10 <10 <10 <30
Consumer Credit Debt Services Debt Collection 466 220 <10 33%
Consumer Credit Debt Services Debt Counselling (inc. Debt Management Plans) 15 <10 <10 <30
Consumer Credit Finance Linked to Goods and Services Being categorised 210 - -  
Consumer Credit Finance Linked to Goods and Services Catalogue Shopping 1885 1498 85 21%
Consumer Credit Finance Linked to Goods and Services Conditional Sale (Motor) 1733 2127 105 18%
Consumer Credit Finance Linked to Goods and Services Conditional Sale (Non-motor) 115 59 <10 51%
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Motor) 8969 9345 259 26%
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Non-motor, non-rent to own) 88 42 <10 <30
Consumer Credit Finance Linked to Goods and Services Hire Purchase (Rent to own) 41 23 - <30
Consumer Credit Finance Linked to Goods and Services Hiring, Leasing or Renting (Motor) 552 384 48 41%
Consumer Credit Finance Linked to Goods and Services Hiring, Leasing or Renting (Non-motor) 44 32 <10 <30
Consumer Credit Finance Linked to Goods and Services Point of Sale Loans (Motor) 228 156 10 23%
Consumer Credit Finance Linked to Goods and Services Point of Sale Loans (Non-motor) 2020 1423 235 41%
Consumer Credit Finance Linked to Goods and Services Store Card Accounts 80 66 <10 36%
Consumer Credit Loans Being categorised 63 <10 -  
Consumer Credit Loans Guarantor Loans 136 42 <10 <30
Consumer Credit Loans Home Credit 24 <10 <10 <30
Consumer Credit Loans Logbook Loans 15 10 - <30
Consumer Credit Loans Pawnbroking <10 <10 - <30
Consumer Credit Loans Peer to peer lending (Borrowing money) 10 10 <10 <30
Consumer Credit Loans Personal Loans 1964 1580 286 38%
Consumer Credit Loans Short Term Lending (Instalment Loans) 204 145 65 24%
Consumer Credit Loans Short Term Lending (Payday Loans) 219 135 33 28%
Consumer Credit Loans Short Term Lending (Running Account Credit) 39 20 10 <30
Consumer Credit Being categorised Being categorised 1559 <10 -  
Funeral Planning Services Funeral Plans Pre - paid Funeral Plans 16 <10 <10 15%
Funeral Planning Services Funeral Plans Pre-paid Funeral Plans 69 63 <10 41%
Funeral Planning Services Funeral Plans Being categorised <10 <10 -  
Insurance Animal Insurance Being categorised <10 <10 -  
Insurance Animal Insurance Horse Insurance 21 15 <10 <30
Insurance Animal Insurance Livestock Insurance <10 <10 - <30
Insurance Animal Insurance Pet Insurance 670 446 67 32%
Insurance Household and Commercial Property Insurance Being categorised 89 19 -  
Insurance Household and Commercial Property Insurance Building Guarantees 68 59 16 53%
Insurance Household and Commercial Property Insurance Buildings Insurance 2474 1667 373 43%
Insurance Household and Commercial Property Insurance Commercial Property Insurance 403 301 125 37%
Insurance Household and Commercial Property Insurance Contents Insurance 639 424 82 32%
Insurance Household and Commercial Property Insurance Home Emergency Insurance 719 398 88 45%
Insurance Household and Commercial Property Insurance Household Warranties 318 190 18 36%
Insurance Household and Commercial Property Insurance Marine Insurance <10 <10 - <30
Insurance Legal Expenses and Monetary Loss Insurance Being categorised 12 <10 -  
Insurance Legal Expenses and Monetary Loss Insurance Business Protection Insurance 102 83 27 42%
Insurance Legal Expenses and Monetary Loss Insurance Card Protection Insurance <10 <10 <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Commercial Legal Expenses Insurance 21 24 <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Covenant Indemnity Insurance <10 <10 - <30
Insurance Legal Expenses and Monetary Loss Insurance Legal Expenses Insurance 209 165 74 19%
Insurance Legal Expenses and Monetary Loss Insurance Rent Protection Insurance 18 13 <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Special Event Insurance (Non wedding insurance) <10 - <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Special Event Insurance (Non-wedding insurance) 12 <10 - <30
Insurance Legal Expenses and Monetary Loss Insurance Special Event Insurance (Wedding insurance) <10 <10 <10 <30
Insurance Legal Expenses and Monetary Loss Insurance Tax Liability Insurance <10 - -  
Insurance Life and Critical Illness Cover Being categorised 72 19 -  
Insurance Life and Critical Illness Cover Critical Illness Cover 174 133 26 14%
Insurance Life and Critical Illness Cover Family Income Plan <10 <10 <10 <30
Insurance Life and Critical Illness Cover Term Assurance 255 198 48 19%
Insurance Life and Critical Illness Cover Term Assurance (Life Only) - <10 -  
Insurance Life and Critical Illness Cover Whole of Life Assurance (Non-reviewable) 101 87 19 22%
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) 112 103 18 44%
Insurance Medical Insurance Being categorised <10 - -  
Insurance Medical Insurance Income Protection Insurance 219 157 44 22%
Insurance Medical Insurance Long Term Care Insurance <10 <10 <10 <30
Insurance Medical Insurance Personal Accident Insurance 32 18 12 18%
Insurance Medical Insurance Private Medical or Dental Insurance 480 370 91 27%
Insurance Motor Insurance Being categorised 100 22 -  
Insurance Motor Insurance Car or Motorcycle Insurance 7323 4172 551 41%
Insurance Motor Insurance Caravan Insurance 55 37 11 39%
Insurance Motor Insurance Commercial Vehicle Insurance 385 303 64 47%
Insurance Motor Insurance GAP (Guaranteed Asset Protection Insurance) 31 20 <10 <30
Insurance Motor Insurance Motor Warranties 163 80 13 45%
Insurance Motor Insurance Roadside Assistance Insurance 424 221 27 41%
Insurance Personal Belongings Insurance (Standalone) Being categorised 19 <10 -  
Insurance Personal Belongings Insurance (Standalone) Bicycle Insurance 20 13 <10 <30
Insurance Personal Belongings Insurance (Standalone) Gadget Insurance 176 95 13 34%
Insurance Personal Belongings Insurance (Standalone) Golf Equipment Insurance <10 <10 - <30
Insurance Personal Belongings Insurance (Standalone) Jewellery Insurance <10 <10 <10 <30
Insurance Personal Belongings Insurance (Standalone) Military Kit Insurance <10 <10 -  
Insurance Personal Belongings Insurance (Standalone) Mobile Phone Insurance 260 166 31 30%
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 PPI (Payment Protection Insurance) Being categorised 52 10 -  
Insurance PPI (Payment Protection Insurance) PPI (Business Loan) <10 - -  
Insurance PPI (Payment Protection Insurance) PPI (Catalogue Shopping) <10 <10 - <30
Insurance PPI (Payment Protection Insurance) PPI (Credit Card) 52 22 <10 <30
Insurance PPI (Payment Protection Insurance) PPI (Hire Purchase) 16 <10 -  
Insurance PPI (Payment Protection Insurance) PPI (Mortgage) 42 30 <10 <30
Insurance PPI (Payment Protection Insurance) PPI (Overdraft) <10 <10 -  
Insurance PPI (Payment Protection Insurance) PPI (Personal Loan) 20 <10 - <30
Insurance PPI (Payment Protection Insurance) PPI (Secured Loan - not a mortgage) - <10 -  
Insurance PPI (Payment Protection Insurance) PPI (Store Card) <10 <10 -  
Insurance Travel Insurance Cover Being categorised 12 <10 -  
Insurance Travel Insurance Cover Travel Insurance 1420 902 204 45%
Insurance Being categorised Being categorised 1777 <10 -  
Investments Mixed Investment Portfolios Advisory Service 70 77 43 36%
Investments Bonds and Non-Deposit Savings Plans Being categorised 50 29 -  
Investments Derivatives Being categorised <10 - -  
Investments Endowments Being categorised 15 <10 -  
Investments Investment Funds Being categorised 29 22 -  
Investments ISAs and PEPs Being categorised 23 <10 -  
Investments Mixed Investment Portfolios Being categorised <10 <10 -  
Investments Non-mainstream Investments Being categorised <10 - -  
Investments Stocks and Shares Being categorised 26 13 -  
Investments Structured Investments Being categorised <10 <10 -  
Investments Structured Investments Capital Protected Structured Products <10 <10 <10 <30
Investments Derivatives CFDs (Contracts for Difference) 36 34 32 30%
Investments Bonds and Non-Deposit Savings Plans Children's Savings Plans 46 35 <10 26%
Investments Bonds and Non-Deposit Savings Plans Corporate Bonds <10 <10 <10 <30
Investments Non-mainstream Investments Crowdfunding (investment-based) <10 12 <10 <30
Investments Non-mainstream Investments Direct Property Investments <10 <10 -  
Investments Mixed Investment Portfolios Discretionary Service 12 17 22 31%
Investments Non-mainstream Investments EIS (Enterprise Investment Scheme) <10 <10 <10 <30
Investments Stocks and Shares Employee Share Scheme 17 12 <10 <30
Investments Endowments Endowment Plans (Unit Linked) <10 <10 <10 <30
Investments Endowments Endowment Plans (With-profits) 11 14 <10 <30
Investments Non-mainstream Investments Enterprise Investment Scheme - - <10 <30
Investments Investment Funds Exchange Traded Funds <10 <10 <10 <30
Investments Bonds and Non-Deposit Savings Plans Fixed Rate Bonds 79 63 15 24%
Investments ISAs and PEPs Innovative Finance ISA <10 <10 <10 <30
Investments Investment Funds Investment Trusts 101 86 16 39%
Investments ISAs and PEPs Lifetime ISA (investment only) 42 35 <10 <30
Investments Bonds and Non-Deposit Savings Plans Long Term Care Bonds <10 <10 <10 <30
Investments Bonds and Non-Deposit Savings Plans Mini-bonds 12 <10 <10 <30
Investments Endowments Mortgage Endowments (Unit Linked) 11 <10 <10 <30
Investments Endowments Mortgage Endowments (With-profits) <10 12 <10 <30
Investments Investment Funds Non-Structured Periodically Guaranteed Funds <10 <10 -  
Investments Investment Funds OEICs (Open-ended Investment Companies) 11 12 12 4%
Investments Bonds and Non-Deposit Savings Plans Offshore Bonds <10 <10 <10 <30
Investments Non-mainstream Investments Partnerships <10 <10 -  
Investments Non-mainstream Investments Peer to peer lending (Lending money) <10 <10 <10 <30
Investments ISAs and PEPs PEPs (Personal Equity Plan) <10 <10 <10 <30
Investments Stocks and Shares Registrar Services <10 <10 <10 <30
Investments Derivatives Rolling Spot Forex <10 <10 -  
Investments Structured Investments SCARPs (Structured Capital at Risk Products) <10 <10 -  
Investments Stocks and Shares Share Dealings 178 147 89 29%
Investments Derivatives Spread Betting 11 <10 15 <30
Investments ISAs and PEPs Stocks and Shares ISA 442 382 97 40%
Investments Bonds and Non-Deposit Savings Plans Treasury Bonds <10 <10 - <30
Investments Non-mainstream Investments UCIS (Unregulated Collective Investment Scheme) <10 <10 <10 <30
Investments Bonds and Non-Deposit Savings Plans Unit Linked Bonds 35 29 13 36%
Investments Investment Funds Unit Trusts 22 19 <10 <30
Investments Bonds and Non-Deposit Savings Plans With-profits Bonds 30 32 16 <30
Investments Being categorised Being categorised 350 15 -  
Mortgages Buy-to-let Mortgages Being categorised 10 <10 -  
Mortgages Equity Release Being categorised <10 <10 -  
Mortgages Residential Mortgages Being categorised 80 28 -  
Mortgages Residential Mortgages Bridging Loan 11 12 <10 <30
Mortgages Buy-to-let Mortgages Buy-to-let Mortgage (Consumer or Non-consumer) 199 191 82 30%
Mortgages Residential Mortgages First Charge (Interest Only - Endowment) - - -  
Mortgages Residential Mortgages First Charge Mortgage 1753 1339 431 31%
Mortgages Residential Mortgages Help to Buy and Shared Equity Loans 17 17 12 64%
Mortgages Non-Mortgage Residential Finance Home Purchase Plans (HPPs) - <10 - <30
Mortgages Equity Release Home Reversion Plans - <10 - <30
Mortgages Equity Release Lifetime Mortgage 64 56 37 23%
Mortgages Residential Mortgages Second Charge Mortgage 123 112 28 35%
Mortgages Equity Release Shared Appreciation Mortgage 10 <10 <10 <30
Mortgages Being categorised Being categorised 228 <10 -  
Pensions and Annuities Additional Voluntary Contributions including FSAVCs AVC (Additional Voluntary Contributions) provided by OPS <10 <10 <10 <30
Pensions and Annuities Additional Voluntary Contributions including FSAVCs Being categorised <10 <10 -  
Pensions and Annuities Annuities Being categorised 12 <10 -  
Pensions and Annuities Being categorised Being categorised 315 <10 -  
Pensions and Annuities Occupational Pension Schemes (OPS) Being categorised 54 <10 -  
Pensions and Annuities Private Pensions (not SIPPs) Being categorised 30 <10 -  
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Being categorised 69 33 -  
Pensions and Annuities Annuities Conventional Annuities 118 102 20 40%
Pensions and Annuities Occupational Pension Schemes (OPS) Defined Benefit Transfer (Not to SIPP) 124 128 90 58%
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Defined Benefit Transfer (To SIPP) 103 83 50 61%
Pensions and Annuities Occupational Pension Schemes (OPS) Defined Contribution Transfer (Not to SIPP) 15 13 <10 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Discretionary Fund Management (DFM) <10 11 <10 <30
Pensions and Annuities Annuities Enhanced or Impaired Life Annuities <10 <10 <10 <30
Pensions and Annuities Occupational Pension Schemes (OPS) EPP (Executive Pension Plans) <10 <10 - <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Family Pension Trusts - <10 -  
Pensions and Annuities Additional Voluntary Contributions including FSAVCs FSAVC (Free Standing Additional Voluntary Contributions) 17 16 <10 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Investment Platforms 22 29 <10 <30
Pensions and Annuities Private Pensions (not SIPPs) Pension Mortgages <10 <10 - <30
Pensions and Annuities Private Pensions (not SIPPs) Pension Term Assurance <10 <10 - <30
Pensions and Annuities Private Pensions (not SIPPs) Personal Pensions 866 715 205 41%
Pensions and Annuities Private Pensions (not SIPPs) QROPS (Qualifying Recognised Overseas Pension Scheme) <10 <10 <10 <30
Pensions and Annuities Private Pensions (not SIPPs) Section 32 Plans <10 <10 <10 <30
Pensions and Annuities Private Pensions (not SIPPs) SERPS (State Earnings Related Pensions Schemes) <10 <10 - <30
Pensions and Annuities Occupational Pension Schemes (OPS) SSAS (Small Self Administered Schemes) 12 <10 <10 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) Standard Investments 111 115 50 45%
Pensions and Annuities Occupational Pension Schemes (OPS) Transfer between two OPS <10 <10 <10 <30
Pensions and Annuities Self-Invested Personal Pensions (SIPPs) UCIS and other Non-Standard Investments 39 47 54 77%
Other     16258 <10 - <30
Grand total     99819 57217 7981 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.

 

  • 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.