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ombudsman news

issue 105

September/October 2012

ombudsman focus: second quarter statistics

a snapshot of our complaint figures for the second quarter of the 2012/2013 financial year

Since September 2009 we have been publishing complaints data on our website every six months about named individual businesses. The data shows the number of new complaints - and the proportion of complaints we upheld in favour of consumers - for businesses that have 30 or more new cases (and 30 or more resolved cases) in each six-month period.

We published our latest set of complaints data in September - covering the period from 1 January to 30 June 2012. During this six-month period:

  • we received a total of 135,170 new complaints - a 27% increase on the previous period;
  • 91% of the total number of cases came from 169 financial businesses (out of more than 100,000 businesses covered by the ombudsman);
  • complaints about payment protection insurance (PPI) made up 63% of the total complaints - with 85,562 new PPI complaints (compared to 49,419 in the previous six months);
  • five banking groups accounted for 71% of all new PPI cases; and
  • the uphold rate for PPI complaints ranged from 5% to 98% - with the ombudsman upholding 71% on average.

We also publish updates in ombudsman news on a quarterly basis - showing what kind of financial products people have complained about and what proportion of complaints about different products we have upheld in favour of consumers.

In this issue of ombudsman news we focus on data for the second quarter of the financial year 2012/2013 - showing how many new complaints we received, and what proportion we resolved in favour of consumers, during July, August and September of this year.

This follows the similar set of data we published in June 2012 (in issue 103 of ombudsman news) covering the first quarter of the financial year 2012/2013.

the financial products that consumers complained about most to the ombudsman service in July, August and September 2012 %
payment protection insurance (PPI) 65
current accounts 5.5
credit card accounts 5.4
mortgages 3.3
overdrafts and loans 2.3
car and motorcycle insurance 2
deposit and savings accounts 1.4
buildings insurance 1.3
mortgage endowments 1.2
travel insurance 0.7
complaints about other products 11.9

what consumers complained about to the ombudsman service in July, August and September 2012