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ombudsman news

issue 97

September / October 2011

ombudsman focus: a snapshot of our complaint figures for the second quarter of the 2011/2012 financial year

In issue 95 of ombudsman news we published data for the first quarter of the financial year 2011/2012. This showed how many new complaints we received, and what proportion we resolved in favour of consumers, during April, May and June of this year.

The focus in this current issue of ombudsman news is our complaints workload in the second quarter of 2011/2012 (covering July, August and September 2011).

the financial products that consumers complained about most to the ombudsman service in July, August and September 2011 %
payment protection insurance (PPI) 38%
credit card accounts 11.5%
current accounts 8.5%
mortgages 5.5%
car and motorcycle insurance 4%
overdrafts and loans 3.5%
buildings insurance 3%
deposit and savings accounts 2.5%
mortgage endowments 2%
travel insurance 1.5%
complaints about other products 20%

what consumers complained about to the ombudsman service in July, August and September 2011

complaints data about individual businesses

In September 2011 we published on our website the latest six-monthly complaints data (for the period from 1 January to 30 June 2011) relating to named individual businesses - where we received at least 30 new cases and resolved at least 30 cases during the period.

The number of new complaints about each of these individual businesses ranged from 30 to 19,569. Five financial businesses each had more than 10,000 complaints referred to the ombudsman service, which together accounted for 72,026 cases (just under half of all the new complaints the ombudsman received during this six-month period).

Across the 157 individual businesses included in the complaints data - together accounting for 93% of our complaints workload - the uphold rates varied substantially between 2% and 98% upheld in favour of consumers.

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.