skip to content

ombudsman news

issue 137

October/November 2016

a snapshot of our complaint figures for the second quarter of the 2016/2017 financial year

Each quarter we publish updates about the financial products and services people have contacted us about. This data includes the number of enquires received, the number of complaints passed to an ombudsman for a final decision and the proportion of complaints resolved in favour of consumers.

In this issue we focus on data for the second quarter of the financial year 2016/2017, showing the new complaints received during July, August and September 2016 - as well as the complaints that we've received so far this financial year, between April and September 2016.

Between July and September:

  • We handled 139,455 enquiries from consumers, taking on 79,532 new cases - with 9,783 complaints passed to an ombudsman as the final stage of our complaints handling process.
  • PPI remained the most complained about financial product, with 42,907 new cases. Packaged bank accounts were the second most complained about product, with 5,317 new cases.

what consumers complained about most to the ombudsman service in July, August and September 2016

the financial products that consumers complained about most to the ombudsman service April, May and June 2016 %
payment protection insurance (PPI) 54%
complaints about other products 46%
what consumers complained about most to the ombudsman service in July, August and September 2016 %
packaged bank accounts 7%
current accounts 5%
car and motorcycle insurance 4%
payday loans 3%
house mortgages 3%
credit card accounts 2.5%
overdrafts and loans 2%
hire purchase 1.5%
buildings insurance 1.5%
complaints about other products 16.5%
what consumers complained about most to the ombudsman service in July, August and September 2016
Image: ombudsman news 137

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.