2014年-FCA英国金融行为监管局_commentary_on_the_aggregate_complaints_data_2013_h2_6页_243kb

2013 H2 Aggregate Complaints Data Summary

Core Content

This document provides an overview of the aggregate complaints data for the second half of 2013, published on 09/04/2014. The data includes all complaints reported by firms with a reporting period end date between 1 July and 31 December 2013. The complaints are categorized by product type, firm type, and cause of complaint. The data is available in both Excel and PDF formats.

Main Points

Total Complaints

• The total number of complaints in 2013 H2 was 2,479,029, a 15% decrease compared to 2013 H1.
• This is still 36% higher than the number of complaints in 2010 H2.
• The trend of decreasing complaints continues, with the lowest level since 2006 H2.

Complaints by Firm Type

• Non-deposit taking mortgage firms saw a 57% decrease in complaints to 58,990.
• General insurance intermediaries had an 18% decrease to 323,935.
• Banks and building societies had a 14% decrease to 1,583,351.
• Personal investment firms and securities and futures firms saw a 3% increase to 37,790 and 6,670 respectively.

Complaints by Cause and Product Type

• Advising, selling, and arranging complaints fell by 21% to 1,507,575.
• General insurance and pure protection products (including PPI) complaints decreased by 19% to 1,733,027.
• PPI complaints dropped by 22% in 2013 H2 to 1,390,756, representing 56% of all complaints, down from 62% in 2013 H1.
• Terms and disputed sums and charges complaints decreased by 10% to 289,280.
• Arrears-related complaints decreased by 11% to 27,690.
• General administration or customer service complaints increased by 2% to 604,196, mainly due to an increase in complaints about current accounts and other general insurance products.

Complaint Handling

• 93% of complaints were closed within eight weeks in 2013 H2, the highest percentage since the start of the data set in 2006 H1.
• Non-deposit taking mortgage firms had the highest closure rate at 98%, up from 95% in 2013 H1.
• Personal investment firms and investment management firms had the lowest closure rate at 92%.
• General insurance and pure protection complaints had a closure rate of 92%, up from 46% in 2011 H2.
• Banking complaints had a closure rate of 94%, down from 95% in 2013 H1.
• Investment complaints had a closure rate of 90%, unchanged since 2012 H2.

Uphold Rates

• 57% of complaints were upheld in 2013 H2, up from 52% in 2013 H1 and 46% in 2012 H2.
• Home finance products saw an increase in uphold rates from 46% to 63%.
• General insurance and pure protection products uphold rates increased from 53% to 60%.
• Securities and futures firms upheld the least at 41% of closed complaints, though this has been gradually increasing since 2010 H2.
• Banks and building societies upheld the most at 62% of closed complaints, up from 54% in 2013 H1 and 47% in 2012 H2.

Redress Payments

• The total amount of redress paid in 2013 H2 was £2.65bn, up from £2.55bn in 2013 H1.
• £2.49bn was paid for general insurance (GI) and pure protection products, making up 94% of all redress payments.
• 81% of redress payments in 2013 H2 were made by banks and building societies.
• This compares to £299m paid in 2009 H2.

Key Information

• PPI complaints were the most common, but their volume has been decreasing over time.
• Non-deposit taking mortgage firms had the highest closure rate, while personal investment firms had the lowest.
• Banks and building societies accounted for the majority of redress payments.
• The data excludes Bradford & Bingley Plc, Mortgage Express, and Northern Rock (Asset Management) plc due to changes in their financial year. These firms will be included in the next publication for the first half of 2014, covering a nine-month reporting period.