FCA: Firm complaints data 2023 H2 (1 July to 31 December 2023)

Published by:: Financial Conduct Authority (FCA)
Last updated:: 25 April 2024
Topic:: Not added
Licence:: Open Government Licence

Summary

Financial firms provide data to the FCA every 6 months about the complaints they have received, what these were about and how they dealt with them. The FCA collects and publishes data at both an aggregate (market level) and firm specific, although only publishes firm specific data for firms reporting 500 or more complaints in a 6 month reporting period, or 1,000 or more complaints in an annual reporting period.

The FCA uses the complaints data to help assess how firms interact with and treat their customers as well as monitoring their performance over time. It also uses this data to guide its work in supervising firms and markets, highlighting any potential concerns with specific financial products offered.

Key findings include:

In 2023 H2, financial services firms received 1.87m complaints, a decrease of 1% from 2023 H1 (1.89m). Since the Payment Protection Insurance (PPI) peak in 2020, complaints have stayed relatively constant between 1.8m and 2m.
The product groups that experienced an increase in their complaint numbers were: banking and credit cards (up 3.2%), home finance (up 3.7%), and investments (up 3.4%).
The percentage of complaints upheld decreased from 61% in 2023 H1 to 58% in 2023 H2.

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Data links

Link to the data	Format	File added	Data preview
Download Download the aggregate complaints data 2023 H2 , Format: XLSX, Dataset: FCA: Firm complaints data 2023 H2 (1 July to 31 December 2023)	XLSX	25 April 2024	Not available
Download Download firm specific complaints data 2023 H2 , Format: XLSX, Dataset: FCA: Firm complaints data 2023 H2 (1 July to 31 December 2023)	XLSX	25 April 2024	Not available
Download Aggregate complaints data: 2023 H2 , Format: HTML, Dataset: FCA: Firm complaints data 2023 H2 (1 July to 31 December 2023)	HTML	25 April 2024	Not available
Download Firm specific complaints data , Format: HTML, Dataset: FCA: Firm complaints data 2023 H2 (1 July to 31 December 2023)	HTML	25 April 2024	Not available
Download Complaints data , Format: HTML, Dataset: FCA: Firm complaints data 2023 H2 (1 July to 31 December 2023)	HTML	25 April 2024	Not available

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