2016年-FCA英国金融行为监管局_commentary_on_the_aggregate_complaints_data_2015_h2_12页_330kb

Summary of Aggregate Complaints Data 2015 H2

Core Content

This document presents the aggregate complaints data for the second half (H2) of 2015, highlighting trends in the number of complaints, their causes, and the redress provided to consumers. The data is used to monitor firm performance and assess customer treatment.

Main Topics Covered

Total Number of Complaints Opened

• The total number of complaints opened in H2 2015 was 2.11 million, a 1.4% decrease compared to H1 2015.
• This is a 38% decrease from the peak in 2012.
• The average number of complaints per firm is currently 753.
• Figure 1 shows the total complaints and the average per firm from 2006 to 2015 H2, indicating a flattening trend in the average since 2014 H1 despite a continued decline in total complaints.

Complaints by Product Type

• Payment protection insurance (PPI) was the most complained about product, with 932,298 complaints, accounting for 44% of all complaints.
• Current accounts had 454,276 complaints, representing a 10.3% decrease from H1 2015.
• Other general insurance had 296,505 complaints, a 2.8% decrease from H1 2015.
• Credit cards had 132,988 complaints, a 9.3% increase from H1 2015.
• Savings and other banking had 67,546 complaints, a 14.5% decrease from H1 2015.
• Equity release complaints increased by 19% from 2015 H1 to 2015 H2.
• Credit-impaired mortgages complaints increased by 4% in 2015 H2.

Complaints by Firm Type

• Banks and building societies accounted for 64% of total complaints.
• General insurance intermediaries saw the greatest increase in complaints, rising by 19% to 313,688.
• Securities and futures firms had a 37% decrease in complaints to 3,536.
• Banks and building societies had the largest absolute reduction in complaints, decreasing by 61,264 (4%) since H1 2015.

Complaints by Cause

• Advising, selling, and arranging issues accounted for 59% of total complaints.
• General administration and customer service complaints decreased by 5% to 554,654.
• Advising, selling, and arranging complaints increased by 1% to 1,239,018.
• Arrears-related complaints decreased by 9% to 26,724.

Complaints Handling and Redress

• 91% of all complaints were closed within eight weeks in H2 2015, a 1% decrease from H1 2015.
• The lowest closure rate was in decumulation, life, and pensions, decreasing from 95% to 90%.
• Non-deposit taking mortgage firms had the highest closure rate at 97%.
• Redress paid to consumers totaled £1.97 billion, slightly lower than H1 2015.
• The average redress per firm was £1.4 million.
• The median redress per firm was £2,565, with 700 firms paying more than this.
• The top ten firms accounted for 83% of total redress, consistent with the previous period.

Key Information

• PPI is the leading cause of complaints, making up 75% of the general insurance and pure protection category.
• Redress payments for general insurance and pure protection decreased by 2%, but this category still accounts for 82% of all redress.
• Banking and credit cards complaints increased by 27%, while home finance complaints increased by 17%.
• The new FCA rules from March 2017 will change the complaints publication format, making it non-comparable to historical data.
• The data does not include complaints against firms authorized only for consumer credit activities, which will be included after March 2016.

Additional Notes

• The data is published every six months and includes both aggregate and firm-level data.
• Firms with 500 or more complaints are required to publish their data on their website.
• Figures for 2014 H2 and 2015 H1 have been restated due to resubmissions and recalculations.