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ombudsman news

issue 110

June/July 2013

ombudsman focus: first quarter statistics

a snapshot of our complaint figures for the first quarter of the 2013/2014 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 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 first quarter of the financial year 2013/2014 - showing how many new complaints we received, and what proportion we resolved in favour of consumers, during April, May and June 2013. During these three months:

  • Consumers referred 159,197 new complaints to us - an increase of 179% on the same period last year, when we received 57,076 new complaints.
  • 83% of these new complaints were about payment protection insurance (PPI) - up from 56% during the same period last year. We continue to receive around 2,000 new PPI complaints each day.
  • The proportion of complaints we upheld in the consumers' favour ranged from 1% (for complaints about SERPs) to 78% (for complaints about PPI).
  • Overall, we found in favour of the consumer in around seven out of ten cases during the 13 weeks from 1 April 2013.
the financial products that consumers complained about most to the ombudsman service in April, May and June 2013 %
payment protection insurance (PPI) 83%
current accounts 2.5%
mortgages 2%
credit card accounts 1.5%
car and motorcycle insurance 1%
overdrafts and loans 1%
buildings insurance 0.5%
mortgage endowments 0.5%
deposit and savings accounts 0.5%
complaints about other products 7.5%

what consumers complained about to the ombudsman service in April, May and June 2013

image: ombudsman news issue 110

ombudsman news gives general information on the position at the date of publication. It is not a definitive statement of the law, our approach or our procedure.

The illustrative case studies are based broadly on real-life cases, but are not precedents. Individual cases are decided on their own facts.