2016年-FCA英国金融行为监管局_complaints_data_infographic_2016_h1_1页_486kb

Financial Conduct Authority Summary

Core Content

The document provides an overview of the financial complaints data reported by firms to the Financial Conduct Authority (FCA) during the first half of 2016, comparing it with the second half of 2015. It highlights key statistics on the number of complaints, their resolution rates, and the amount paid to consumers.

Main Statistics

• Total Number of Complaints (Jan–Jun 2016): 2.05 million

  • This represents a 2.60% reduction compared to the total number of complaints reported in the previous period (Jul–Dec 2015).

• Complaints Excluding PPI (Jan–Jun 2016): 1.12 million

  • A 4.3% reduction from the previous period (Jul–Dec 2015).

• Payment Protection Insurance (PPI) Complaints (Jan–Jun 2016): 927,631

  • PPI continues to be the most complained about product, accounting for 45% of all opened complaints during this period.

• Complaints Closed Within Eight Weeks (Jan–Jun 2016): 93%

  • An increase from 91% in the previous period (Jul–Dec 2015).

• Complaints Upheld (Jan–Jun 2016): 57%

  • A rise from 54% in the previous period (Jul–Dec 2015).

• Amount Paid to Consumers (Jan–Jun 2016): £1.96 billion

  • A 0.80% decrease from the £1.97 billion paid in the previous period (Jul–Dec 2015).

Key Information

• The number of complaints opened by firms remained unchanged between the first and second halves of 2016, indicating a stable level of consumer dissatisfaction.

• PPI complaints dominated the complaint landscape, with 45% of all complaints related to this product, despite a slight decrease in the number of complaints compared to the previous period.

• There was a positive trend in complaint resolution, with 93% of complaints closed within eight weeks in the first half of 2016, up from 91% in the second half of 2015.

• The uphold rate of complaints also increased, reaching 57% in the first half of 2016, suggesting that more complaints were found to be valid and resolved in favor of consumers.

• Despite the increase in upheld complaints and faster resolution times, the total amount paid to consumers decreased slightly, by 0.80%, from £1.97 billion to £1.96 billion.

Summary

The FCA report for the first half of 2016 reveals a mixed picture of consumer complaints. While the total number of complaints remained stable, the number of complaints excluding PPI decreased by 4.3%. PPI continued to be the most complained about product, making up 45% of all complaints. Resolution times improved, with 93% of complaints closed within eight weeks, up from 91% in the previous period. The uphold rate also rose to 57%, indicating a higher proportion of valid complaints being resolved in favor of consumers. However, the total compensation paid to consumers decreased slightly to £1.96 billion, reflecting a 0.80% reduction from the previous period.