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ombudsman news

issue 129

October 2015

ombudsman focus: second quarter statistics

a snapshot of our complaint figures for the third quarter of the 2015/2016 financial year

Every quarter, we publish updates in ombudsman news about the financial products and services people have contacted us about.  

Over the years, we’ve introduced more information - including the number of enquiries we receive, the number of complaints passed to an ombudsman for a final decision and what proportion we resolved in favour of consumers.

In this issue we focus on data from the second quarter of the financial year 2015/2016 - showing the new complaints we received during July, August and September of this year.

During those three months:

  • We handled 141,622 enquiries from consumers, taking on 85,896 new cases - with 9,715 complaints passed to an ombudsman as the final stage of our complaints handling process.
  • PPI remained the most complained about financial product, with 49,672 new cases in the second quarter. Packaged bank accounts were the second most complained about product, with 10,163 new cases - slightly down from the previous quarter.
  • The proportion of complaints we upheld in favour of consumers was 51% - ranging from 3% (for complaints about SERPs) to 72% (for complaints about PPI).

what consumers complained about most to the ombudsman service in July, August and September 2015

the financial products that consumers complained about most to the ombudsman service in July, August and September 2015 %
payment protection insurance (PPI) 58%
complaints about other products 42%
the financial products that consumers complained about most to the ombudsman service in July, August and September 2015 %
packaged bank accounts 12%
current accounts 4%
house mortgages 3%
car and motorcycle insurance 2%
credit card accounts 2%
overdrafts and loans 2%
buildings insurance 1%
hire purchase 1%
payday loans 0.5%
complaints about other products 14.5%

what consumers complained about most to the ombudsman service in July, August and September 2015

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.