2017年-FCA英国金融行为监管局_complaints_2010_h1_data_3页_116kb

2010 H1 Aggregate Complaints Data Summary

Core Content

The Financial Services Authority (FSA) publishes aggregate complaints data every six months, providing insights into the volume of complaints, complaints-handling performance, and redress paid by firms. This summary focuses on the data for the first half of 2010 (H1), highlighting key trends and changes compared to previous periods.

Main Areas Covered

The data is divided into three main categories:

1. Volume of Complaints

   • Complaints are reported by product, firm type, and cause.
   • Firms categorize complaints into 25 product categories, which are grouped into five broader product groups (e.g., Banking).

2. Complaints-Handling Performance

   • Includes the proportion of complaints resolved within eight weeks.
   • Includes the proportion of complaints upheld by firms.

3. Redress Paid

   • Refers to the cash value paid in response to complaints.
   • Does not include non-cash redress, such as policy extensions or redress from enforcement actions.

Key Highlights for 2010 H1

• Waiver Impact: In 2007, the FSA suspended reporting on complaints related to unauthorised overdraft charges. After the Supreme Court's judgment in November 2009, this waiver lapsed, leading to a surge in complaints in 2009 H2 and an increase in closed complaints in 2010 H1 as firms resolved the backlog.

• Complaint Volume Changes:

  • Banking complaints: Decreased by 50% to 999,196.
  • Banks and building societies complaints: Decreased by 44% to 1,252,467.
  • Current account complaints: Decreased by 63% to 599,249.
  • Terms and disputed sums or charges complaints: Decreased by 63% to 575,348.
  • Payment protection insurance complaints: Increased by 53% to 265,949.
  • Advising selling and arranging complaints: Increased by 22% to 364,891, with a large proportion related to general insurance and pure protection.

• Complaint Resolution:

  • Closed complaints increased by 76% to 2,819,678.
  • Banks and building societies closed complaints: Increased by 103% to 2,413,435.
  • Banking closed complaints: Increased by 126% to 2,166,304.
  • Resolution within 8 weeks:
    • 83% of complaints to banks and building societies.
    • 84% of banking complaints.
    • These percentages were lower than the previous half year.

• Redress Paid:

  • Total redress paid increased by 43% to £406m.
  • General insurance and pure protection had the highest redress amount, increasing by 92% to £276m, likely due to the high volume of complaints related to payment protection insurance.

Technical Notes

• Firm Type Categorization: The data is linked to the FSA’s categorization of firm types (e.g., 'bank', 'discretionary investment manager').
• Data Limitations:
  • The analysis may not perfectly reflect the actual type of business due to firms engaging in multiple categories.
  • Some firms may switch categories between periods, affecting comparability.
• Reporting Changes:
  • On 1 August 2009, new reporting requirements were introduced to reduce burden and improve usefulness.
  • These changes mean that data from 2009 H2 onwards is not always directly comparable to earlier periods.
  • Product categories and groups were updated, so trends prior to 2009 cannot be shown.
  • Most products were mapped to new categories, and data for 2009 H1 was updated due to firm resubmissions.

Official Statistics

The FSA's Aggregate Complaints Data are classified as Official Statistics under the Statistics and Registration Service Act 2007, meaning they are produced by a designated body and are subject to specific standards of quality, impartiality, and transparency.

Conclusion

The 2010 H1 complaints data reflects a significant shift in the volume and resolution of complaints, primarily driven by the resumption of reporting on previously waived overdraft-related issues. While some complaint categories saw a decline, others, such as payment protection insurance, experienced a notable increase. The FSA continues to refine its reporting processes, which may affect the comparability of data across periods.