skip tocontent

ombudsman news

issue 92

February / March 2011

ombudsman focus: third quarter statistics

a snapshot of our complaint figures for the third quarter of the 2010/2011 financial year

In ombudsman news issue 87 (July/August 2010) we published a list of the financial products and services that accounted for over 90% of our complaints workload in the first quarter of the 2010/2011 financial year.

We updated these statistics in ombudsman news issue 90 (November/December 2010) when we published information relating to the second quarter of the year.

In this current issue we now focus on data for the third quarter, showing how many new complaints we received and what proportion we resolved in favour of consumers during October, November and December 2010.

the financial products that consumers complained about most to the ombudsman service in October, November and December 2010

the financial products that consumers complained about most to the ombudsman service in October, November and December 2010 %
payment protection insurance (PPI) 50%
current accounts 10%
credit card accounts 8%
mortgages 4%
overdrafts and loans 3%
car and motorcycle insurance 3%
deposit and savings accounts 2%
buildings insurance 2%
mortgage endowments 1%
'point of sale' loans 1%
complaints about other products 16%

what consumers complained about most to the ombudsman service in October, November and December 2010

Later this month we will also be publishing on our website the latest six-monthly complaints data relating to named businesses (for the period from 1 July to 31 December 2010).

image of 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.