This page provides an overview of financial services firms' complaints reported to the FCA during 2022 H2 (1 July to 31 December 2022), including the latest trends and analysis by product group.
By analysing this data, we evaluate the firms' treatment of their customers and track changes in their performance over time. We also use this information to guide our supervision of firms and markets, and to identify any potential concerns related to specific financial products.
- Key findings
- Aggregate complaints data sortable tables: 2022 H2
- Opened complaints
- Closed complaints
- Complaints upheld
- Redress paid
- About the complaints data
Download the aggregate complaints data (XLSX)
Key Findings
- In 2022 H2, financial services firms received 1.79m complaints, a decrease of 6% from 2022 H1 (1.91m) (figure 1).
- The product groups that experienced a decrease in their complaint numbers were banking and credit cards (5%), insurance and pure protection (10%), and investments (10%).
- The home finance product group saw the biggest increase (14%) in complaints received by firms, from 88,514 in 2022 H1 to 101,331 in 2022 H2.
- Decumulation and pensions also saw a 4% increase in complaints from 70,200 in 2022 H1 to 73,069 in 2022 H2.
- Since 2016 H2, current accounts have remained the most complained about products. However, the number of complaints decreased, from 528,850 in 2022 H1 to 500,371 in 2022 H2 (5%).
- Noticeable increases can be seen in the following products: savings (including ISAs) from 51,415 in 2022 H1 to 69,256 in 2022 H2 (35%), travel from 22,261 in 2022 H1 to 31,987 in 2022 H2 (44%), and assistance from 26,428 in 2022 H1 to 29,091 in 2022 H2 (10%).
- The percentage of complaints upheld decreased from 61% in 2022 H1 to 60% in 2022 H2. Before 2022 H2, the percentage of upheld complaints had been steadily rising since 2019 H2.
- In 2022 the total amount of redress fell 25%, from £304m in 2022 H1 to £228m in 2022 H2. This is a smaller decrease compared to the 2021 figures in which the total amount of redress fell 48%, from £568m in 2021 H1 to £294m in 2022 H2.
- The decrease in the total amount of redress for 2022 can be largely attributed to insurance and pure protection that decreased by 55% from £91m in 2022 H1 to £41m in 2022 H2.
- Home finance products received 6.8 complaints per 1,000 balances outstanding in 2022 H2, an increase from 4 complaints per 1,000 balances outstanding in 2022 H1 (figure 2).
In 2022, we revised the product group context figure calculation methodology to reduce errors in firm reporting. Exercise caution when comparing data with previous publications.
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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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 | ||||
|---|---|---|---|---|---|---|
| 2022 H1 | 2022 H2 | 2022 H1 | 2022 H2 | 2022 H1 | 2022 H2 | |
|
Total Complaints closed |
1.89m |
1.75m |
0.01m |
0.01m |
1.88m |
1.74m |
| of which | ||||||
|
closed within 3 days |
50.9% |
46.4% |
11.7% |
15.2% |
51.2% |
46.5% |
|
closed within 8 weeks |
43.9% |
47.7% |
15.4% |
18.8% |
44.1% |
47.9% |
|
closed after 8 weeks |
5.2% |
5.9% |
72.9% |
66% |
4.8% |
5.6% |
Source: FCA complaints data
Table 2 – Complaints upheld and redress paid
| All Complaints | PPI | All other complaints | ||||
|---|---|---|---|---|---|---|
| 2022 H1 | 2022 H2 | 2022 H1 | 2022 H2 | 2022 H1 | 2022 H2 | |
|
Total complaints closed |
1.89m |
1.75m |
0.01m |
0.01m |
1.88m |
1.74m |
|
of which: |
||||||
|
upheld |
1.15m |
1.05m |
0.01m |
0.00m |
1.14m |
1.04m |
|
% upheld |
60.9% |
60% |
44.3% |
38.9% |
61.0% |
60.1% |
|
Total redress paid |
£304.0m |
£227.9m |
£31.7m |
£20.2m |
£272.3m |
£207.4m |
|
Redress paid for upheld complaints |
£268.1m |
£198.3m |
£25m |
£16.7m |
£243.1m |
£181.1m |
|
Redress paid for complaints not upheld |
£35.8m |
£29.6m |
£6.6m |
£3.5m |
£29.2m |
£26.3m |
|
Average redress upheld |
£233 |
£189 |
£4,809 |
£5,955 |
£212 |
£173 |
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
Disclaimer
The figures reported within this data are accurate at the time of publication. However, they can be subject to change depending on firm submissions.
Copyright
The data on this page is available under the terms of the Open Government Licence.