Aggregate complaints data: 2024 H1

This page provides an overview of financial services firms' complaints reported to the FCA during 2024 H1 (1 January to 30 June 2024), 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.

Download the aggregate complaints data (XLSX)

Key Findings

  • In 2024 H1, financial services firms received 1.86m complaints, a 4% decrease from 2023 H2 (1.94m) (Figure 1). Since complaints about Payment Protection Insurance peaked in 2020, complaints have stayed relatively constant between 1.8m and 2m.
     
  • The product groups that experienced an increase in their complaint numbers were: 
    • Decumulation & pensions - up 7.1% from 86,885 (2023 H2) to 93,023 (2024 H1)
    • Insurance & pure protection - up 1.4% from 754,010 (2023 H2) to 764,254 (2024 H1)
    • Investments - up 2.1% from 61,513 (2023 H2) to 62,806 (2024 H1)
       
  • The product groups that experienced a decrease in their complaint numbers were:
    • Banking and credit cards - down 9.6% from 941,664 (2023 H2) to 850,948 (2024 H1)
    • Home finance - down 1.7% from 94,881 (2023 H2) to 93,237 (2024 H1) 
       
  • There were decreases in the 3 most often complained about products:
    • Current accounts from 515,639 in 2023 H2 to 492,557 in 2024 H1 (4.5%)
    • Motor and transport from 281,148 in 2023 H2 to 276,469 in 2024 H1 (1.7%)
    • Credit cards from 232,757 in 2023 H2 to 222,529 in 2024 H1 (4.4%)
       
  • Most other products saw small increases or decreases by similar percentage amounts. The most significant changes were in:
    • Investment trusts from 1,344 in 2023 H2 to 508 in 2024 H1 (62.2% decrease)
    • Payment protection insurance from 2,009 in 2023 H2 to 879 in 2024 H1 (56.2% decrease)
  • The percentage of complaints that were upheld by firms remained at 57% between 2023 H2 and 2024 H1.
     
  • In 2024 H1 the total amount of redress was £243m. This is a 6.9% decrease on the 2023 H2 figure of £261m.

In 2022, we revised the product group context figure calculation methodology to reduce errors in firm reporting. Be careful when comparing data with previous years.

Additionally, figures for previous years may have changed when compared to previously published figures, due to firm re-submissions.
 

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

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Data table

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Table 1 – Complaints closed in the period

 All complaints
 2022 H22023 H12023 H22024 H1
Grand Total1,762,4881,897,7451,908,2341,867,396
Complaints closed within 3 days46.44%45.47%46.00%43.36%
Complaints closed > 3 days but within 8 weeks47.69%46.89%48.11%49.70%
Complaints closed > 8 weeks5.87%7.64%5.89%6.93%

Source: FCA complaints data

 

Table 2 – Complaints upheld, and redress paid

 2022 H22023 H12023 H22024 H1
Closed Value1,762,4881,897,7451,908,2341,867,396
of which:    
Upheld Value1,062,0651,152,3951,087,7031,058,971
% Upheld60.26%60.72%57.00%56.71%
Redress Value£228,369,824£236,497,546£261,026,831£243,126,190
Redress paid for upheld complaints£198,715,050£210,930,790£221,723,635£213,256,130
Redress paid for complaints not upheld£29,654,774£25,566,756£39,303,196£29,870,060
Average redress upheld£187£183£204£201

Source: FCA complaints data

 

Aggregate complaints data sortable tables: 2024 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

Context data

Please see about our complaints data section for information about context data.

Disclaimer 

The figures reported within this data are accurate at the time of publication and based on firm submissions. Any outcomes of this data using your calculations will remain your responsibility.

Copyright

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