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ombudsman news

issue 121

October 2014

ombudsman focus: a snapshot of our complaint figures for the second quarter of the 2014/2015 financial year

We publish updates in ombudsman news on a quarterly basis showing what kind of financial products people have recently come to us for help with - and what proportion of those complaints we upheld.

In this issue, we focus on the second quarter of the financial year 2014/2015 - showing the new complaints we received during July, August and September. We also give further insight into how we’ve helped people by showing the number of enquiries we received about different financial products, as well as the number of complaints that were referred to an ombudsman for a final decision.

We handled over 157,000 enquiries from consumers wanting our guidance and support during the second quarter of the year. 88,803 news cases were opened and 12,125 complaints have been referred to an ombudsman. Two thirds of the new complaints we received were about PPI, and packaged bank accounts were the second most complained about product with 7,115 new complaints.

The proportion of complaints we upheld in favour of the consumer ranged from 1% (for complaints about SERPs) to 88% (for complaints about card protection insurance).

the financial products that consumers complained about most to the ombudsman service in July, August and September 2014 %
payment protection insurance (PPI) 65%
complaints about other products 35%
the financial products that consumers complained about most to the ombudsman service in July, August and September 2014 %
current accounts 4%
packaged bank accounts 4.7%
house mortgages 3.8%
credit card accounts 2%
car and motorcycle insurance 2%
overdrafts and loans 1.7%
buildings insurance 1.4%
mortgage endowments 0.8%
term assurance 0.8
complaints about other products 13.8

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

image:ombudsman news

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.