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ombudsman news

issue 131

January/February 2016

ombudsman focus: third 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.

The data features 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 third quarter of the financial year 2015/2016 - showing the new complaints we received during October, November and December of last year.

During those three months:

  • We handled 127,965 enquiries from consumers, taking on 79,338 new cases - with 12,774 complaints passed to an ombudsman as the final stage of our complaints handling process.
  • PPI remained the most complained about financial product, with 43,982 new cases in the third quarter. Packaged bank accounts were the second most complained about product, with 10,450 new cases - slightly up from the last quarter.
  • The proportion of complaints we upheld in favour of consumers was 54% - ranging from 18% (for complaints about packaged bank accounts) to 67% (for complaints about PPI).

the financial products that consumers complained about most to the ombudsman service in October, November and December 2015

the financial products that consumers complained about most to the ombudsman service in October, November and December 2015 %
payment protection insurance (PPI) 55%
complaints about other products 45%
the financial products that consumers complained about most to the ombudsman service in October, November and December 2015 %
packaged bank accounts 13%
current accounts 4%
house mortgages 3%
credit card accounts 3%
car and motorcycle insurance 3%
overdrafts and loans 2%
buildings insurance 1%
hire purchase 1%
payday loans 1%
complaints about other products 14%

what consumers complained about most to the ombudsman service in October, November and December 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.