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ombudsman news

issue 143

January 2018

ombudsman focus: third quarter 2017/2018 statistics

a snapshot of our complaint figures for the third quarter of the 2017/2018 financial year

Each quarter we publish updates about the financial products and services people have contacted us about. This data includes the number of enquiries we’ve 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 third quarter of the financial year 2017/2018, showing the new complaints received during October, November and December 2017.

Between October and December:

  • We handled 147,775 enquiries from consumers, taking on 80,958 new cases – with 9,191 complaints passed to an ombudsman as the final stage of our complaints handling process.
  • PPI remained the most complained about financial product, with 43,394 new cases. Current accounts were the second most complained about product, with 4,976 new cases.
  • We started to resolve PPI complaints affected by the judgment in Plevin v Paragon Personal Finance Ltd. As we set out in our feedback statement on complaints data publication, we won’t be reporting the outcome of complaints affected by Plevin that we received up to 29 August 2017, which is when the FCA’s final PPI rules and guidance came into effect. However, we’ll report the volumes of complaints affected by Plevin that we resolve – which was 47,782 in the third quarter 2017/2018 cases.

the financial products that consumers complained about most to the ombudsman service in October, November and December 2017*

the financial products that consumers complained about most to the ombudsman service in October, November and December 2017 %
payment protection insurance (PPI) 54%
complaints about other products 46%
the financial products that consumers complained about most to the ombudsman service in October, November and December 2017 %
current accounts 13%
payday loans 9%
car and motorcycle insurance 8%
packaged bank account 8%
credit card accounts 7%
house mortgages 6%
overdrafts and loans 5%
hire purchase 4%
buildings insurance 3%
complaints about other products 38%

*Please note: the figures above have been rounded up/down to the nearest percent

what consumers complained about most to the ombudsman service in October, November and December 2017

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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.