Aggregate complaints data: 2022 H1

This page shows the market-level data reported to us by financial services firms for 2022 H1 between 1 January 2022 and 30 June 2022. It includes analysis on the latest trends for each product group.

We use the complaints data to help assess how well firms are treating their customers and how their performance changes over time. We also use this data to guide our work in supervising firms and markets and to highlight potential concerns with specific financial products.

Download the aggregate complaints data (XLSX)

Key Findings

  • In 2022 H1, financial services firms received 1.91m complaints, an increase of 3% on 2021 H2 (1.86m) (figure 1).
  • The decumulation and pensions product group saw the biggest increase in complaints received by firms, from 62,305 in 2021 H2 to 70,060 in 2022 H1 (12%).
  • Insurance and pure protection also saw an increase in complaints from 770,311 in 2021 H2 to 823,376 in 2022 H1 (8%).
  • All other product groups either saw the complaints numbers stay constant (investments) or fall slightly (banking and credit cards -1%, home finance -2%).
  • Current accounts are still the most complained about products. However, the number stayed relatively constant, 526,609 in 2021 H2 to 528,850 in 2022 H1.
  • Noticeable increases can be seen in general insurance packaged multi products from 9,083 in 2021 H2 to 23,796 in 2022 H1 (162%); travel from 16,178 in 2021 H2 to 22,542 in 2022 H1 (39%) and motor and transport from 218,048 in 2021 H2 to 245,764 in 2022 H1 (13%).
  • For the first time since the data has been collected, more than half (51.0%) of all complaints were closed within 3 days.
  • The percentage of complaints upheld increased to 60% in 2022 H1. This is the highest percentage since 2016. It has been rising steadily since a low of 52% in 2019 H2.
  • After falling steadily since 2018, the total amount of redress rose for the first time from £293m in 2021 H2 to £304m in 2022 H1. A large amount of this increase can be attributed to insurance and pure protection that rose 126% from £42m in 2021 H2 to £95m in 2022 H1.

 

Chart tips: hover over the data series to view the data values and filter the data categories by clicking on the legend.

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Note: complaints recorded for 2016 H2 include firms whose reporting periods ended on or after 30 December 2016. These firms accounted for approximately 90% of complaints.

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Complaints closed 

Firms have 8 weeks after receiving a complaint to provide a written response. 

Table 1 – Complaints closed in the period

 

  All Complaints PPI All other complaints
  2021 H2 2022 H1 2021 H2 2022 H1 2021 H2 2022 H1
Total Complaints closed 1.88m 1.89m 0.04m 0.01m 1.83m 1.88m
of which            
closed within 3 days (%) 48.62% 50.49% 7.72% 11.67% 49.61% 51.18%
closed within 8 weeks (%) 45.08% 43.87% 16.92% 15.41% 45.76% 44.04%
closed after 8 weeks (%) 6.31% 5.20% 75.36% 72.92% 4.63% 4.78%

Source: FCA complaints data

Table 2 – Complaints upheld and redress paid

 

  All Complaints PPI All other complaints
  2021 H2 2022 H1 2021 H2 2022 H1 2021 H2 2022 H1
Total complaints closed 1.88M 1.89M 0.04M 0.01M 1.79M 1.84M
of which:            
upheld 1100826 1151118 20477 5203 1066127 1130932
% upheld 58.59% 60.89% 46.12% 44.30% 59.39% 61.56%
Sum Closed Columns Redress Total £293.5M £304.1M £71.2M £31.7M £217.0M £263.8M
Redress paid for upheld complaints £252.7M £268.3M £59.0M £25.0M £188.5M £234.9M
Redress paid for complaints not upheld £40.9M £35.9M £12.2M £6.6M £28.4M £28.8M
Average redress upheld £229 £233 £2,881 £4,809 £177 £208

Source: FCA complaints data

Aggregate complaints data sortable tables: 2022 H1

 

Product

Product Group

2023 H1

2023 H2

2024 H1

Annuities (including enhanced and impaired)

Decumulation & pensions

8,711

8,501

8,987

Assistance

Insurance & pure protection

27,518

26,632

18,125

Credit cards

Banking and credit cards

201,925

232,757

222,529

Crowdfunding / Peer to Peer

Investments

457

300

289

Current accounts

Banking and credit cards

509,923

515,639

492,557

Decumulation packaged multi products

Decumulation & pensions

0

2

0

Discretionary management services

Investments

1,175

2,162

1,404

Drawdown and UFPLS

Decumulation & pensions

6,326

7,008

9,037

Endowments

Investments

3,484

3,164

3,046

Equity release

Home finance

2,085

1,929

2,201

ETPs

Investments

204

327

303

FX/CFD/Spreadbetting

Investments

1,190

1,302

1,153

General insurance packaged multi products

Insurance & pure protection

19,726

19,336

14,864

Impaired credit

Home finance

581

714

633

Income protection and other accident, sickness and unemployment

Insurance & pure protection

3,724

3,728

4,100

Investment bonds

Investments

11,051

11,275

10,949

Investment packaged multi products

Investments

80

75

73

Investment trusts

Investments

815

1,344

508

ISAs (where investment held)

Investments

19,868

21,170

22,737

Medical/health

Insurance & pure protection

85,316

80,293

95,886

Motor & transport

Insurance & pure protection

276,994

281,148

276,469

Non-discretionary management services

Investments

974

727

903

Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

47,537

45,996

50,831

Other banking - Please provide details below

Banking and credit cards

28,159

73,398

22,084

Other decumulation

Decumulation & pensions

77

51

29

Other general insurance

Insurance & pure protection

150,740

118,981

118,527

Other investment products/funds

Investments

7,790

7,090

7,522

Other pensions

Decumulation & pensions

367

339

286

Other pure protection

Insurance & pure protection

602

381

466

Other regulated home finance products

Home finance

70,136

70,393

70,614

Other unregulated home finance products

Home finance

16,718

19,147

16,759

Overdrafts

Banking and credit cards

9,387

15,232

15,317

Packaged accounts

Banking and credit cards

12,788

13,461

15,080

Payment protection insurance

Insurance & pure protection

3,287

2,009

879

Pensions packaged multi products

Decumulation & pensions

19

26

22

Pet

Insurance & pure protection

27,847

26,984

27,888

Platforms

Investments

7,524

7,845

9,102

Property

Insurance & pure protection

92,659

91,893

100,234

Protection packaged multi products

Insurance & pure protection

887

509

553

Savings (including ISAs)

Banking and credit cards

85,315

91,177

83,380

Second and subsequent charge

Home finance

1,991

2,698

3,025

Structured products

Investments

163

107

131

Third way products (e.g. investment linked, variable, fixed term)

Decumulation & pensions

94

91

75

Travel

Insurance & pure protection

32,589

34,669

28,049

Trust based pensions (e.g. Occupational and DB)

Decumulation & pensions

8,494

7,122

7,414

UCITS

Investments

219

188

187

Unit trusts/OEICs

Investments

4,419

4,437

4,496

Warranty

Insurance & pure protection

49,885

43,704

53,577

Whole of life/term assurance/critical illness

Insurance & pure protection

27,094

23,672

24,672

Workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

16,477

17,749

16,341

Complaints, contextualised by number of products.

Product

Product Group

2023 H1

2023 H2

2024 H1

Annuities (including enhanced and impaired)

Decumulation & pensions

1.2

1.1

1.2

Assistance

Insurance & pure protection

3.5

2.7

1.9

Credit cards

Banking and credit cards

3.6

3.9

3.8

Crowdfunding / Peer to Peer

Investments

0.8

0.6

1.8

Current accounts

Banking and credit cards

4.3

4.2

3.9

Discretionary management services

Investments

1

2.2

0.6

Drawdown and UFPLS

Decumulation & pensions

5.7

6.1

7.3

Endowments

Investments

1.4

1.3

1.4

Equity release

Home finance

5.9

6.7

8.6

ETPs

Investments

0

1.1

0.8

FX/CFD/Spreadbetting

Investments

0.1

0

0.1

General insurance packaged multi products

Insurance & pure protection

1.5

1.5

1

Impaired credit

Home finance

4.3

7.9

6.6

Income protection and other accident, sickness and unemployment

Insurance & pure protection

0.3

0.3

0.9

Investment bonds

Investments

4.3

4.7

5

Investment packaged multi products

Investments

2.9

2.3

2.2

Investment trusts

Investments

5.1

12.7

0.5

ISAs (where investment held)

Investments

1.8

1.7

1.8

Medical/health

Insurance & pure protection

8.8

8.3

9.9

Motor & transport

Insurance & pure protection

3.7

3.9

3.8

Non-discretionary management services

Investments

0.1

0.1

0.1

Non-workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

3.2

2.7

3.7

Other banking - Please provide details below

Banking and credit cards

2.4

1.8

3.7

Other general insurance

Insurance & pure protection

2.1

1.4

1.7

Other investment products/funds

Investments

0.6

0.5

0.2

Other pensions

Decumulation & pensions

0.6

0.6

0.5

Other pure protection

Insurance & pure protection

0.3

0.4

0.1

Other regulated home finance products

Home finance

7

7

7.1

Other unregulated home finance products

Home finance

6

7.8

7

Overdrafts

Banking and credit cards

0.2

0.3

0.3

Packaged accounts

Banking and credit cards

1.7

1.8

2

Payment protection insurance

Insurance & pure protection

0.2

0.1

0.1

Pensions packaged multi products

Decumulation & pensions

1,166.70

Pet

Insurance & pure protection

5.6

4.8

5.1

Platforms

Investments

2

1.3

0.2

Property

Insurance & pure protection

2.2

2.1

2.3

Protection packaged multi products

Insurance & pure protection

0.5

1

1.1

Savings (including ISAs)

Banking and credit cards

0.7

0.7

0.6

Second and subsequent charge

Home finance

12.8

28.1

27

Structured products

Investments

4.6

0.6

4.3

Third way products (e.g. investment linked, variable, fixed term)

Decumulation & pensions

2.1

2.5

1.6

Travel

Insurance & pure protection

0.8

0.8

0.8

Trust based pensions (e.g. Occupational and DB)

Decumulation & pensions

0.7

0.6

0.7

UCITS

Investments

0.7

0.6

8.8

Unit trusts/OEICs

Investments

0.9

0.9

1.6

Warranty

Insurance & pure protection

2.5

2.4

2.8

Whole of life/term assurance/critical illness

Insurance & pure protection

0.9

0.7

0.8

Workplace personal pensions (e.g. SIPPs, SHPs, PPPs)

Decumulation & pensions

1

1

0.9

Further information about the complaints data

Copyright

The data on this page is available under the terms of the Open Government Licence.

: Information changed Updated data due to errors identified in firm submissions