2013年-FCA英国金融行为监管局_complaints_2010_h1_9页_106kb

AGGREGATE COMPLAINTS STATISTICS: 2006 to 2010 (H1) Summary

Core Content Overview

This document provides aggregate statistics on financial complaints from 2006 to 2010, with a focus on the first half of 2010 (2010 H1). It includes data on the number of complaints by product group and cause, the resolution speed, upheld complaints, and the amount of redress paid.

Main Sections and Key Information

1. Complaints by Product and Cause (2010 H1)

• Total complaints: 1,689,914

• Product Groups and Complaint Causes:

  • Advising, selling and arranging: 364,891 (22% of total)
  • Arrears related: 45,019 (3% of total)
  • General admin/customer service: 596,606 (35% of total)
  • Terms and disputed sums/charges: 575,348 (34% of total)
  • Other: 108,050 (6% of total)

• Key Note:

  • The number of complaints in 2010 H1 decreased due to the lapse of a 2007 FSA waiver that suspended reporting of complaints related to unauthorised overdraft charges.

2. Volumes of Complaints

• Complaints by Product Group:

  • Banking: 999,196
  • Decumulation, life and pensions: 73,518
  • General Insurance & Pure Protection: 517,785
  • Home Finance: 56,393
  • Investments: 43,022
  • Other: 108,050 (only available up to 2009 H2)

• Complaints by Firm Type:

  • Bank (inc e-money issuers) and Building Society: 1,252,467
  • General Insurance Intermediary: 147,163
  • Investment Management: 12,729
  • Life Insurer: 43,928
  • Mortgage Business: 22,662
  • Other Insurer: 165,972
  • Personal Investment: 20,398
  • Professional firms: 590
  • Securities & Futures: 8,057

• Key Note:

  • The waiver in 2007 led to a significant increase in complaints in 2009 H2 and a rise in closed complaints in 2010 H1.
  • The "Other" category was only available for reporting before 1 August 2009.

3. Speed of Resolution (2010 H1)

• Total closed complaints: 2,819,678

• Proportion closed within 8 weeks:

  • Bank (inc e-money issuers) and Building Society: 83.9%
  • General Insurance Intermediary: 94%
  • Investment Management: 90%
  • Life Insurer: 95%
  • Mortgage Business: 87%
  • Other Insurer: 89%
  • Personal Investment: 90%
  • Professional firms: 95%
  • Securities & Futures: 89%

• Key Note:

  • The speed of resolution varied significantly by firm type.
  • The 2009 H1 data was updated due to firm resubmissions.

4. Complaints Upheld (2010 H1)

• Total upheld complaints: 728,154

• Proportion of upheld complaints:

  • Bank (inc e-money issuers) and Building Society: 25.8%
  • General Insurance Intermediary: 35%
  • Investment Management: 49%
  • Life Insurer: 41%
  • Mortgage Business: 47%
  • Other Insurer: 49%
  • Personal Investment: 35%
  • Professional firms: 41%
  • Securities & Futures: 18%

• Key Note:

  • The percentage of upheld complaints dropped significantly for banks due to the resumption of reporting unauthorised overdraft charges.
  • The "Other" category had a 47% upheld rate in 2010 H1.

5. Redress (2010 H1)

• Total redress paid: £406,225,102

• Redress by Firm Type:

  • Bank (inc e-money issuers) and Building Society: £300,981,742
  • General Insurance Intermediary: £33,338,738
  • Investment Management: £1,710,836
  • Life Insurer: £14,686,201
  • Mortgage Business: £12,747,724
  • Other Insurer: £16,532,668
  • Personal Investment: £17,840,708
  • Professional firms: £185,995
  • Securities & Futures: £2,780,798

• Redress by Product Group:

  • Banking: £41,492,905
  • Decumulation, life and pensions: £40,983,264
  • General Insurance & Pure Protection: £276,444,485
  • Home Finance: £5,335,381
  • Investments: £41,969,067

• Key Note:

  • The redress amounts increased across most firm types, with banks paying the highest.

Summary of Key Trends

• Complaints by Product Group:

  • General admin/customer service was the most common cause (35% of total complaints).
  • Terms and disputed sums/charges accounted for 34% of complaints.
  • Banking had the highest number of complaints, followed by General Insurance & Pure Protection.

• Complaints by Firm Type:

  • Banks and Building Societies had the most complaints (1,252,467).
  • Professional firms had the fewest complaints (590).

• Resolution Speed:

  • Most firm types resolved over 80% of complaints within 8 weeks.
  • The lowest resolution speed was observed in Mortgage Business (87%).

• Complaints Upheld:

  • The percentage of upheld complaints was highest for Investment Management (49%).
  • Banks had the lowest upheld complaints (25.8%) due to the resumption of reporting unauthorised overdraft charges.

• Redress:

  • Banks and Building Societies paid the highest redress amount (£300,981,742).
  • General Insurance & Pure Protection had the second-highest redress amount (£276,444,485).
  • The redress amount increased across all product groups and firm types in 2010 H1.

Notes and Context

• The FSA's 2007 waiver on unauthorised overdraft charges had a significant impact on the statistics, particularly in 2009 H2 and 2010 H1.
• The "Other" product group was only available for reporting before 1 August 2009.
• The "Other" category in firm types is defined by the FSA as firms not fitting into other categories.
• The data for 2009 H1 was updated due to firm resubmissions.